Technical Support & User Management Specialist
Mobily
Total years of experience :20 years, 4 Months
1- Testing new product offerings prior for release to assist development team in bug multiple services.
2- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
3- Managed high levels of call flow and responded to technical support needs.
4- Technical support of finger print project.
5- Monitored systems in operation and input commands to troubleshoot areas.
6- Submitted service tickets for services maintenance requests.
8- Translated complex technical issues into digestible language for non-technical users.
9- Fix - Analysis - Auditing and troubleshooting system errors.
1- Manage the technical support team to achieve productivity.
2- Follow up the work team to ensure commitment to attendance and departure.
3- Ensure the completion of all support requests received daily and formally escalate requests withsoftware work to project managers.
4- Continuity of operation of the technical support system and support platforms with quality andefficiency ( Manage Engine ).
5- Submitting a weekly report to the IT manager on the performance of support requests and theperformance of the work team.
6- Providing logistical support and support services to the work team and training members.
7- Serve as the first point of contact for customers seeking technical assistance over the phone oremail.
8- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
9- Walk the customer through the problem-solving process.
10- Handling escalated issues and routed to the next level for assistance.
11- Troubleshooting Wired, Wireless and VPN Network Active Directory and Office applications.
12- Installation and troubleshooting Desktop/Laptop’s Operating System.
13- Providing Desktop support to end users relating MS-Outlook, Application, Network/Local Printer, Backup, desktop/laptop troubleshooting and many more.
1- Technical support of internet devices (USB connect, Routers, Wimax and 4G modems).
2- Technical support of IPhone devices for western region (Replacement and maintenance).
3- Spoke with Apple about warranty conditions and terms.
4- Trainer of new technical support agents.
1- Coordinated data migration activities for ongoing projects to confirm alignment of progress with prescribed timelines and execution milestones.
2- Led data migration projects, data file analyses, and platform validation.
3- Assigned data migration roles and responsibilities for new projects to
support successful execution of individual migration tasks.
1- Maintenance of PC, printers as software & hardware.
2- Refill ink of printers.
3- Sales & purchasing officer.