Client Support Engineer
Prologic First Software LLC
Total years of experience :13 years, 0 Months
* Software and Implementation Engineer
* Training Support
* Level 1 Support for any software Issue
* server configuration SQL
• Provides and support the new DHL online system (e-commerce tool)
• Promote and offer DHL Online tool for new and existing DHL Account Customers
• Manage the E-Commerce queries raised by external customers
• Provide customer with the human interface, identify and understand customer needs
• Accessing client’s PC for any configuration or issue while using any DHL system
• Update customer DHL system to properly complete all the daily task and reports
• Provide excellent Technical and Customer Service Support / Logistics Support
• Inbound and outbound support for UAE DHL Clients/ Shipment’s general inquiry
• Prepare and monitor the E-Commerce report for further use.
• Train internal and external users on eCom by conducting workshops
• Liaise with sales managers/account managers for customer requirements
• Team Officer in Charge Technical National Helpdesk
• Manage Level 2 support to all Time Warner cable subscriber
• Ensure in time feedback to the customers with the help of effective assessment.
• Network Technical configuration (router and modem, IP Configuration)
• Managing Remote Support calls and escalation calls
• Monitors and responds to IT Helpdesk calls in a manner that meets or exceeds Information Systems departmental standards.
• Provides answers to End Users by identifying issues, researching answers, and guiding clients through corrective procedures.
• Provide training, coaching and orientation for the new team member
• Sales and Technical troubleshooting mentor
• Managing and Supporting issues of any Windows OS
• Responsible for diagnosing and solving computer hardware, software, printer problem.
• Installation and configuration of old and new system
• Provides and Prepare Project Presentation internal and external user’s/Clients
• Provides answers to End Users by identifying issues, researching answers, and guiding clients through corrective procedures.
• Handling trouble tickets raised by the users and Coaching team members
• Uploading Leads to system for outbound support agents
• Manage IT L1 support to all HP Laptop Users
• Responsible of hardware, software and OS troubleshooting/ Configuration
• Supports all HP laptop hardware and software issue
• Managing remote support calls for HP User
• Responsible for the maintenance of End User hardware and software systems to ensure optimal performance.
• Ensure smooth running of the IT ticketing process and allocation of tickets
• Assisting the team in resolution of any hardware, software and system issue
• Responsible for diagnosing and solving computer hardware, software, printer problem.
• Training and assisting the team in resolution of any hardware, software and system issue
• Provides training to colleagues with difficulty with other technical issue
Studied all major IT Support