Application Support Consultant - CRM (Salesforce)
Tecom Investment
Total years of experience :14 years, 10 Months
Support and maintenance of Salesforce applications.
Manage salesforce cloud and CRM Implementation (Salesforce) for AXS system in TECOM and act as a primary escalation point to business users and Back office Team.
Configure Salesforce to meet business requirement.
Eliciting requirements from business users
Log, track and where possible resolve administer related SFDC system problems.
Perform all job responsibilities with the highest degree of professionalism, dedication, and a strong focus on customer service.
Knowledge of functional solution design
Translating business requirements into functional / technical specifications.
Conducting root cause analysis.
Keep abreast of new SFDC features and functionality and provide recommendations for process improvements.
Identify problems with business process, data quality, user skills and adoption
Daily administration and support of Salesforce database including but not limited to managing multiple user setups, profiles and roles, customization of objects, fields, record types, page layouts and validations.
Manage all system user tasks including new user setups, user security, user termination and ongoing user support;
Acted as first point of contact for customer training, data conversion, setup/configuration, and problem solving
Maintained and enhanced customer satisfaction by providing ongoing, proactive support throughout the customer life cycle
Periodically review release notes to explore new salesforce out of the box functionalities, Install App Exchange apps for additional features
Develop processes to maintain data, develop dashboards, reporting and campaigns to measure performance.
Collaborate with other developers and designers
Assist developers with the development of technical documentation of existing and future applications.
Administrating active directory: Creating User account and password, manage file access permissions.
Implementing and maintain group policies.
Data backup and restore using EMC networker.
Provision and maintain server infrastructure services such as Active Directory (AD), DHCP, DNS, authentication, and network services.
Virtual machines provision using VMware.
Creating, managing, and authenticating users of office 365.
Manage student’s banner accounts.
Setup shared folders to the end users, and scan folders as well.
Monitor helpdesk team service level performance and ensure the SLAs are achieved.
Organize working hours schedule for helpdesk team.
Assists student and faculty/staff users regarding the use of supported software applications and hardware.
Provide IT orientation to new hires.
Assist departmental staff regarding office computer use/problems.
Coordinate and/or perform software installations, diagnostics, and repairs.
Project manager for Polycom video conferencing solutions between campuses.
Project manager for computer labs re-infrastructure.
Monitor and respond to requests received through the Mange Engine help desk tool, and make sure SLAs are achieved.
Assign tickets to helpdesk engineers.
Developing reports and analyzing performance as recorded in a Service Desk Ticket tracking system.
Provides direct supervision to the IT Help Desk agents
Ensure that Helpdesk Team are given clear guidance to enable them to accurately log calls and determine the priority of a call.
Provision and maintain server infrastructure services such as Active Directory (AD), DHCP, DNS, authentication, and network services such as file and print.
Installing and configure active directory, GPO’s.
Data backup and restore using Symantec 2012 EXEC.
Virtual machines administration using Oracle Virtual Machine (OVM).
Installing customers’ hardware and software and providing Desk side support
Troubleshooting system and network problems, printers and diagnosing and solving hardware/software faults.
Support via remote support tools as required.
Implement and support Windows 7, and Windows 8 desktop environment and Windows 2012 servers.
Computer & Communications Systems - LetMeRepair Holdings (CCS-LMR) - Saudi Arabia
(3 years & 8 Months)
System Engineer at Computer and Communications Systems:
From July 2013- October 2013.
Configuring and maintain Active Directory and Group policies.
Troubleshooting system and network problems, printers and diagnosing and solving hardware/software faults.
Providing support for users.
Troubleshooting errors of Microsoft servers.
Manages and maintains Microsoft Windows applications and systems including Windows XP, Windows7, Windows 8, Windows Server 2003, Windows Server 2008 and Microsoft Exchange 2010.
Installing and configuring computer hardware operating systems and applications.
Senior IT Support Engineer at Eli Lilly: From Oct 2010 - July 2013.
Handling and managing IT related equipment’s like laptops, desktops, IP phones, printers.
Monitor and respond quickly and effectively to requests received through the IT helpdesk and make sure SLAs are achieved.
Manage PC setup and deployment for new employees using standard hardware, images and software.
Implement and support Windows XP and Windows 7 desktop environment, Windows 2003 servers, Video Teleconferencing, LAN-WAN infrastructure, telephony and Blackberry technologies
Provide guidance & support to the users in their efforts to become proficient in the use of the applications.
Execute asset management processes as they relate to computing inventory records and IT assets lifecycle.
Data backup and recovery of user data.
Install, test and configure new workstations, peripheral equipment and software.
Provide IT training to staff where required.
Investigate user problems and needs and determine possible solutions.
Provide all levels of technical and user support, maintenance, and resolution of software applications issues.
Support via remote support tools as required.
Help other engineers in MENA\TEMA-CIS region.
Good understanding of end-to-end processes and working within service level agreements.
Assisting with other Group in delivering projects.
Desktop and Phone Support to Local Regional Offices.
Conference room support including when needed maintaining connections to equipment.
Maintain inventory of all equipment, software and software licenses.
Assists in the Outlook Migration Project for MENA\TMEA-CIS.
Assists in Windows 7 Migration Project for MENA\TMEA-CIS.
IT Support Engineer: From Feb 2010 - Oct 2010.
Responsible for Installation, configuration and troubleshooting of HP peripherals.
Assembling, Installation & troubleshooting of MFP’s (Designjet and Laserjet), PC’s and laptops.
Responsible for collecting and analyzing of customer feed backs to improve the customer service and support.
Priority towards the issues that needed escalations and to take adequate steps to solve them.
Eli Lilly HP Site Support Engineer ( Dispatch )
Project Description: This project provides global desk side support services to the Lilly users community using Dispatch site model and includes the following services:
• Hardware Break fix
• Software support: Such as Deploy Images for laptops and PCs, software troubleshooting, joining domain, manage users in the active directory.
• Refresh
• Other Services
Products supported under this agreement include:
Desktop PCs/ Notebook PCs/ Tablet PCs/ Networked Printers / Black Berry Devices
Serbal Trading Center Project: Installation and implementation Blade 460c G7 enclosure and MSA P2000 G3 Storage.
Installation and implementation Blade 460c G7 enclosure and MSA P2000 G3 Storage.
Design and Implementation of a Low Power Automatic Gain Control Circuit, A control circuit that automatically changes the gain of a receiver or other piece of equipment so that the desired output signal remains essentially constant despite variations in input signal strength.
tape drives maintenance, and troubleshooting network printers
university
high school