مهندس نظم المعلومات
sts
مجموع سنوات الخبرة :7 years, 5 أشهر
• Managing and Utilized Technical Team Member. \n• Follow up Cases with customers’. \n• Contact Hardware/Software Brand Agents. \n• Insure delivered Solution on time. \n• Prepare forecast Planning. \n• Managing plans. \n• Provide information about incidents analysis and KPIs. \n• Leads team to maintain/enhance a long lasting trusted relationship with customers by delivering daily on our services. \n• Leads team that is focused on the resolution of issues to ensure uptime of our customer’s services. \n• Assists in developing and implementing policies and procedures to ensure customer satisfaction is achieved efficiency. Manage customer service level agreements (SLAs), performance matrices, escalation procedures, shift schedule, and customer satisfaction ratings.
Professional Technical Services (PTS) / Technical Services Manager January 2012 - Till Now \n• Managing and Utilized Technical Team Member. \n• Follow up Cases with customers'. \n• Contact Hardware/Software Brand Agents. \n• Insure delivered Solution on time. \n• Prepare forecast Planning. \n• Managing plans. \n• Provide information about incidents analysis and KPIs. \n• Leads team to maintain/enhance a long lasting trusted relationship with customers by delivering daily on our services. \n• Leads team that is focused on the resolution of issues to ensure uptime of our customer's services. \n• Assists in developing and implementing policies and procedures to ensure customer satisfaction is achieved efficiency. Manage customer service level agreements (SLAs), performance matrices, escalation procedures, shift schedule, and customer satisfaction ratings.
• Get strategies and planning to improve performance: \n Better Management of Resources \n Better Use of Tools \n Introduction of New Processes \n• Create any lifecycle and configuration Function, Roles, Processes, Objectives, Goals, etc…. \n• Reduced Total cost. \n• Convert Cost department to Revenue department. \n• Identify and eliminate the root cause of one of more incidents. \n• I like think to get solution or improve the work
Professional Technical Services (PTS) / Specialized Technical Services Team leader January 2010 - December 2011 \n* Identify problems in any boards laptop's, PC's, printers, tablets devises and workstations. \n* Fixing Devices boards. \n* Manage the performance of services to customers. \n* Track the incidents to conclusion in line with SLAs and quality standards. \n* Manage critical customers' incidents, associated to customer communication, activities and any appropriate escalations. Build services relationship with customers and conduct service reviews for key customers. \n* Provide management and performance reports.
DELL Technical Support Engineer / Specialized Technical Services (STS) February 2007 - December 2009: * Manage Workshop team & workflow process.
* Prepare servers hardware.
* Identify problem in any laptop's, PC's, printers and workstations.
* Fixing troubleshooting hardware and software.
* Replace any broken parts on machine.
* Follow up Cases with customers'.
* Specialized on Dell brand Machines.
2000-2006 Sumy University Sumy, Ukraineiaine
Bc.s, Information Technology Engineer
Specialized Certificates