Contact Center Technology Support Officer
Telenor Pakistan
Total years of experience :15 years, 4 Months
• Perform and manage daily operational tasks related to backend services/components
• Providing BSS Applications support i.e. Siebel (CRM), Chris-Xpress, CAM, ADT, NICE, interface etc. responsible for gathering and implementing change requests as per business
• Managing Sun Micro system’s VMware thin Clients Solution (Cloud Computing)
• Handling voice and data solutions comprising Avaya (Core Switches and backend CC Components and telephony Solution), and NICE Recording Solution
• Working under Microsoft Domain Architecture
• Provide 1st/2nd level Support to Telenor & TSS Users
• Provide 1st/2nd level Support TSS projects DiGi, MCP, e-SD and Telenor Digital
• Coordinate with TSS far end teams for any IT related issue
• Coordinate with Network Core/IP date/LDI teams for any Voice/Applications related issues
• Coordinate with far end Network teams for any Voice/Applications related issues
• Coordinate with vendor for maintenance and keeping the PRIs up to date
• Installed and configure operating systems with all necessary applications on desktops/laptops
• Implementation of WDS
• Troubleshoot systems and network problems.
• Setting up new users' accounts and profiles and dealing with password issues
• Handle and Troubleshoot of office equipment like printer, copier, scanner, video conference equipment, projectors and LCD TV
• Installed and configure new workstations, peripheral equipment and software, as required
• Troubleshoot/support of internet and network connections issues at all company Users and any remote locations.
• Follow up proper company standard procedure for problem reporting
• Install & Manage SCCM Software at all Laptop & desktop systems
• Install, configure & manage all BSS & ESO Applications
• Escalate & fallow up all IT related issue to respective teams
• Managing solution support without any vendor involvement
• Provide OS level issues troubleshooting Support for all company Users
• System backups management
• Managing and forecasting IT equipment inventory and their utilization in Contact Center
• Managing Most modern and renowned HP Secure Jet Printing Solution
• Providing support to around 1100 Desktop/Laptop users over the HP Service Manager Solution
Team Lead comprising of support staff providing IT support services to users of two contact centers including installation, configuration, troubleshooting of more than 500 terminals and servers infrastructure. Monitor and evaluate day to day support activities. Responds to escalate help desk issues. Coordinate with customer care, network, switching, transmission and other functional units.
Ensures that company assets are maintained responsibly. Interact with contact center users on all levels to help resolve IT related issues and provide answers in a timely manner. Works with project teams to help implement internals systems and new projects in contact centers.
Team Member in the migration of TDM Contact Center solution to IP Based Contact Center
Research work in WBAN
2nd position in 1st semester