It Consultant
PEARSON VUE
Total years of experience :23 years, 8 Months
provide technical support to VUE’s external clients to ensure they can successfully operate their VUE Testing Systems software. Also provide outstanding customer service to all internal and external users of the VUE applications. Support is provided via telephone, e-mail, instant messenger, and remote tools to ensure that users of the VUE applications receive the appropriate technical service required to achieve the best results. with experience in customer service, IT help desk and also someone who has facilities experience. I also work in partnership with clients, advising them how to use information technology in order to meet their business objectives or overcome problems. They work to improve the structure and efficiency of IT systems in various organisations.
•Configuration, analysis and troubleshooting of windows, modems/routers
•Investigate and solve basic hardware and software setup errors with knowledge of TCP/IP, LAN, WAN, IP Routing & Switching, DNS, DHCP, etc.
• Answer customer’s questions and inquire via phone on all company supported applications.
•Determine source of computer problems (hardware, software, user access, Domain, Web hosting, ADSL, GPON etc.).
•Advise customer on appropriate action.
•Work one-on-one with staff on application projects.
•Provide recommendations on ETISALAT application purchases.
•Document resolutions for future reference.
Handle IT problems that face our staff working on projects in Iraq and keep in contacts with our partners(HP, Nortel, Microsoft..etc)
Responsible for following all running projects daily.
Follow up with company partners on the projects we are doing.
Provide technical support, internal and external customer support for supported products as dictated by qualitative and quantitative standards of the client and provide basic technical support via phone or other communication media and resolve customer problems in a professional and prompt manner.
Communicate technical information, concepts, and solutions in a professional and friendly manner that establishes, maintains and improves the relationship with the customer and provide support for customers by resolving escalated issues and troubleshooting.
Analyze and develop workarounds to difficult problems for timely solutions and complete training for specific products and document all training and recovery procedures for internal and external customer and team use.
Input accurate data in all required systems, including offered solutions. Log customer calls as required and attend ongoing training sessions on new products or areas, as well as effectively utilize current training resources.
Complete status reports in a timely manner as required and perform research and testing as needed to resolve customer needs and create and compile technical resource information to be used by internal and external customers an performs other duties as assigned.
• Excellent knowledge, experience in HP-Unix.
• HP Unix Certification
Migrated data from old Dell PCs’ and Laptops to new ones using a Nortel designed web tool (Blue Current Project) after installing routers.
Worked closely with internal team members to provide best case solutions for customers
Provided excellent on-site and remote customer service
Provided excellent customer service and product knowledge within the technical area of Telecommunications both Hardware & Software
MAC (moves, adds and changes)
• Performed troubleshooting techniques to resolve hardware/software problems
• Maintained smooth running operations of Dell PC’s, HP printers, CISCO routers, switches, hubs.
• Installed and configured networks (Windows NT 4.0 Server, Windows 2000).
• Worked in production line in the vehicle assembly plant.
a Bachelor of Science degree
Networking
Computer hardware
Grade 12 Diploma
Science Field