Application Specialist
Tolivery Telematics
Total years of experience :6 years, 4 Months
• Provided comprehensive application support, troubleshooting GPS trackers, and incident resolution of the fleet management system .
• Collaborated effectively with cross-functional teams, including developers, testers, and project managers, to identify and resolve complex technical issues, ensuring high customer satisfaction.
• Applied advanced data analysis techniques for reporting and troubleshooting, delivering actionable insights to fleet managers and other stakeholders, facilitating effective problem resolution.
• Managed user accounts and permissions, ensuring proper access controls and security measures are in place.
• Conducted detailed root cause analysis (RCA) of incidents, identifying underlying issues and implementing preventive measures to enhance system stability and reliability.
• Played a key role in deploying and configuring software releases, ensuring seamless transitions and minimizing downtime.
• Documented support processes, troubleshooting steps, and resolutions to build a comprehensive knowledge base, facilitating efficient issue resolution.
• Acted as a technical escalation point for critical issues, providing expertise and guidance to junior support team members.
• Collaborated closely with clients to understand their requirements, address concerns, and deliver effective application support solutions, fostering strong relationships and ensuring high customer satisfaction.
• Updated and maintained documentation, including technical guides, installation guides, release notes, and user manuals.
• Analyzed system logs, databases, and metrics to optimize application performance, proactively resolving potential issues, and ensuring uninterrupted system operations.
• Implemented API integrations to facilitate seamless communication between various systems and platforms, streamlining workflows, and enhancing product functionality.
• Integrated ITIL framework into the L2 support team at Huawei Sudan, enhancing incident, problem, and change management for optimal operational efficiency. Provided swift resolutions to critical issues, ensuring uninterrupted service operations with 24x7 on-call support for priority 1 incidents. Utilized remote connections for effective issue remediation.
• Conducted in-depth root cause analyses of recurring issues by coordinating with Problem Management, aiming to minimize severity 1 and severity 2 incidents and contribute to overall service enhancement.
• Demonstrated proficiency in SOAP charging API requests testing to ensure system reliability and stability, skillfully facilitating the integration of systems with third-party nodes.
• Managed seamless technical handovers of new applications and enhancements to Production Support teams, ensuring smooth transitions. Additionally, conducted user training sessions on effective application utilization and productivity maximization.