Client Services Support / Application Analyst
Pearson VUE
Total years of experience :13 years, 9 Months
As clients’ consultant, I am mainly accountable to coordinate and carry out the activities and processes required for deploying, troubleshooting and rollout the Company’s software and relative updates across EMEA & APAC regions throughout the below tasks.
- Liaising with internal business channels (Sales, Quality, Higher support levels, Management, Project managers, Program coordinators) to deliver the service within the Agreed Service Level target (SLA).
- Utilize business intelligence software applications to apply an effective ongoing management of the technology that used to deliver and support services.
- Devise effective strategies to respond to customer issues with exams delivery & result processing while maintain a professional and mature attitude providing the highest level of support.
- Maintain accurate escalation documents following up on all issues (Queues/Incidents or Views/Cases) from telephone calls, incidents or e-mail enquiries, Document procedures as necessary and submits knowledge base articles as needed.
- Proactively identify and propose improvements that can enhance the performance and quality of the IT services being delivered.
Provided technical support to clients, leveraging broad-based expertise to handle problem identification, diagnosis, resolution, and escalation via helpdesk system, telephone, remote support tools and on-site support.
- Resolves Incidents related to the Smart Learning Program (SLP) Network & applications and undertake an immediate effort in order to restore a failed IT service within the Agreed SLA.
- Liaising with relevant stakeholder (Suppliers for Facility Management, Internet Service provider, Hardware and Software vendors) to restore the failed services.
- Responsible for managing the physical environment where the IT infrastructure is located by submitting the feedback of power, cooling and environmental monitoring.
- Achieved efficiency for the on-site support to dispersed business entities on Dubai & North Emirates region.
- Perform analysis and support of project deployed services using fundamental problem-solving techniques and root cause analysis concepts, And follow escalation matrix whenever required
I was primarily accountable for tailoring Qmatic Customer Flow Management (CFM) software which supplies solutions for financial institutions, the public sector, healthcare and retail, according to client’s specifications
- Responsible to configure different modules and applications that provide the necessary scalability and flexibility to create the most optimum customer flow solution for Clients from small sing runs in stand-alone and/or local/wide area network configurations.
- Carry out business processes to Customize software & portal Layout for touch screen, Distributed Management, Database, Script programming.
- Provide remote & onsite support to software products range that covers all essential CFM processes from core queue control to management information solutions and media solutions.
- Document Business process schemes, Process manual & improvement opportunities.
Assigned to Work closely with Project Managers, strategists and design team members and other members of the development Team to both develop detailed specification documents with clear project deliverables and timelines, and to ensure timely completion of deliverables for 2 projects through the following.
- Produce project estimates, including expertise required, total number of people required, total number of development hours required, etc.
- Work with clients and Project Managers to build and refine graphic designs for websites through Photoshop, Fireworks and make recommendations on the use of new and emerging technologies.
- Tasked for Programming, graphic design, database administration, Converting static web pages to dynamics web page using the appropriate tools or technologies (JavaScript, Ajax, PHP/MYSQL )
- Convert raw images and layouts from a graphic design into CSS/XHTML or CSS3/HTML5 themes & Coordinate web projects across departments.
- Determine appropriate architecture, and other technical solutions, and make relevant recommendations to clients.
- Communicate to the Project Manager with efficiency and accuracy any progress or delays, engage in outside-the-box thinking to provide high value-of-service to clients.
- Alert colleagues to emerging technologies or applications and the opportunities to integrate them into operations and activities.
- Liaise with External Suppliers for hosting & ISP to refine, Negotiate & agree the contracts terms.
