Remote Technical Support Team Leader
crossover
Total des années d'expérience :8 years, 5 Mois
Manage a team of 6 engineers L1 & L2.
Working on long-lasting complicated issues by deep diving into the issue and analyze it, find weak points and create a qualified group of expertise and follow them up.
Create a scheduled plan with deadlines for complex issue solving without affecting new incoming incidents flow.
Creating Customer reports ( New, Solved, Pending, stuck, long-lasting ) issues and customized plans for Enhancement.
Creating Daily, Weekly, Monthly & Quarterly reports for Customers & Management about incidents states and ideas for enhancement.
Creating Customer product KB articles for known and repeated issues to speed up the solution time and automate the easy tasks.
Report weekly progress for my team to the higher Management.
Solving complex & New customer problems including (Linux OS, Oracle DB, EMC Networker, F5 LB, EHDB Hadoop, IPD, Telesys GW)
Dig deep into exploring source code, databases, logs, and traces to find RCA (Root cause analysis) and present them during Customer meetings.
Creating customized & generic scripts to serve Customer needs.
Finding new bugs and creating documented solutions and spread them to company teams.
Creating and updating knowledge base articles to be used by other Engineers.
Working closely with R&D team to provide minor code fixes.
Solving customer problems including (Linux OS, Oracle DB, EMC Networker)
Generating solutions using your product knowledge and our knowledge bases.
Learning about new products, features, & solutions and help customers to implement them.
Solve customer issues that L1 Customer Support Engineers could not solve
Communicate effectively technical solutions to non-technical customers through Zendesk tool.
Administering 32 servers & 40 switches including 2 Core.
Administering wireless access points & Controllers.
All systems health performance report summary (Weekly).
Fortigate firewall Administration& Management.
Handling IT incidents for 200 co-worker and Guests.
Moving and managing all Machines to Hyper-V
Cisco, HP & 3COM Router & switches Administration.
Wireless HP Access points and Access Administration.
Dell SonicWall Firewall Administration.
Network& System monitoring Kiwi Syslog &Solarwinds SNMP.
Data & System Backups with EMC Networker.
Implementing, Managing & troubleshooting Hyper-v servers
Installation and Configuration of AX POS for branches.
Handling IT Issues and troubleshooting 30 Branch Plus 80 Users.
Managing network issues and infrastructure.
Windows XP\Vista 7, 8, 10 and Apple Mac Administrations.
Managing and troubleshooting network printers issues.
Hardware and Software Acquisition.
Administering Active Directory on Server 2008 R2.
System Infrastructure - Managing (DHCP, DNS, Group Policy, WDS).
Threat Management Gateway (TMG) 2010 Administration.
Administrating Switches and VLANs.