Technical Support Team Leader and IT Project Coordinator
AMANAH TEKNOLOGIA
Total years of experience :16 years, 8 Months
• Coaching and mentoring support staff including assistance with managing workload and prioritization of tasks.
• Providing assistance and guidance to Technical teams.
• Oversee the day-to-day operations of the Technical Support Team.
• Acting as a senior agent who will drive customer satisfaction through customer support.
• Provide direct supervision of the technical support staff which may include:
recruitment, evaluations, and disciplinary actions.
• Ensure that all customer inquiries and issues are solved correctly and in a prompt
and professional manner
• Scheduling, Assigning and Managing technical tasks to technician team.
• Tracking and reporting support requests.
• Developing and maintaining service level agreements as needed.
• Analyzing and identifying problem trends and working to find corrective solutions and procedural improvements.
• Reporting to General Manager and Operation Manager.
• System Analyzing on Customer needs requirements and how can provide & help him on his field
• Managing project’s key elements and new business integration system.
• Programming GPS devices.
• Coordinating the issues, comments and reporting on the current state of the project, to ensure the project stays on track and rewarding position.
• Preparing presentations to update senior management on the project’s progress and showcase the project’s value.
• Looking for ways to increase the project’s profitability and reduce expenses where possible.
• Giving Training and supports on Tracking Systems and Software Systems.
• Lead the development & manage the delivery of documentation e.g. (operations, training, user guides, etc.) and conducting of testing prior to project acceptance and transition in coordination with Developers.
• Set up, manage and monitor the implementation of procedures and controls on the project including, risk, issues, quality, communications, configuration management, monitoring and reporting.
• Motivate and lead the team working on the project and ensure building Team Work spirit amongst project team.
• Cost estimating and developing the budget.
• Engaged stakeholders to provide project scope, requirements and status reporting.
• Develop business solutions to develop and managing enterprise infrastructure.
• Review technical content of software and software-related publications prior to release.
• Consult with users to resolve problems related to system hardware/ software and operating procedures.
• Oversee project schedules and supervise staff and consultants assigned to specific projects to ensure high quality results and timely completion of all projects within budgetary guidelines.
• Ensure that all projects are delivered on‐time, within scope and within budget, so that profitability expectations do not erode through the life of the project.
• Maintain a current knowledge of and complies to best effect with all systems, policies and procedures to support project delivery ensuring the technical quality of the project is managed and delivered.
• Ensure project variance control is actively managed and clients kept well informed of change consequences prior to change occurring.
• Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility.
• Provide timely reports on project portfolio performance to ensure clients are kept up‐to‐date on progress and predicted outcomes (time, cost, and scope).
• Ensure resource availability and allocation.
• Focus on understanding the client’s real business needs and objectives and monitoring/delivering the project outcomes to meet these.
• Adapting leadership style to analyze the team alignment and give it mission objectives across a portfolio of projects/inputs that align with Business Objectives.
• Provide motivational, visible leadership to direct and support the team during its formative stages.
• Develop a detailed project plan to monitor and track progress.
• Manage changes to the project scope, project schedule, and project costs using appropriate verification techniques.
• Measure project performance using appropriate tools and techniques.
• Report and escalate to management as needed.
• Successfully manage the relationship with the client and all stakeholders.
• Perform risk management to minimize project risks.
• Establish and maintain relationships with third parties/vendors.
• Create and maintain comprehensive project documentation.
• Provide periodic system status reports to IT Manager.
• Reporting to Call Center Manager of Total Calls per Hrs. and Agent performance reports (daily, weekly, monthly and yearly).
• Handling Different Branches.
• Plan, design, and continuously improve disaster recovery procedures for IT systems and domain services.
• Build, Review and Update Workflows with all needed changes.
• Troubleshooting Avaya Phones “CS1000” (configuration, Installation and Programming).
• Troubleshooting Servers, Computers and Printers.
• Basic troubleshooting of Network D‐Link switches (VLAN) and Cameras.
• Troubleshooting Network.
• Negotiate and administer vendor, outsource and consultant contracts and service.
• Manage appointment application by building new customized reports monitor & maintain submitted requests and overall plays a role of system administrator.
• Principal role in Manage the deployment, monitoring, maintenance, development, upgrade and support of all IT systems, including servers, PCs, operating systems, hardware and software.
• Supervise IT Staff including supervision, scheduling, development, evaluation and disciplinary actions.
• Extract jobs from IT department personnel and evaluate their skills.
• Work with stakeholders to define business and systems requirements for new technology implementations.
• Establish and maintain regular written and in‐person communications with the organization’s executives, department heads, and end users regarding pertinent IT activities.
• Administrating active directory: Creating User name & password, manage file access permissions for certain project personnel to certain files.
• Training and supporting the users (PC ‐users account‐ applications …)
• Giving support and training to the end users in their daily work.
- Monitoring the reservation system for possible fraud on daily basis and contacting customers by phone and
E-mail when addition information is needed.
- Involved on various analysis regarding performance, evaluation and policy implementation inside the airline.
- Develop the system used within my department.
- Assisting the Internal Control Manager on collecting and analyzing revenue performance from different aspects of the company.
- Daily report containing the numbers of visits and daily revenue sent to the managers (Chairman, Sr. Director, CEO, CFO, IT Manager, Marketing Manager, Call Center Manager and Asst Manager Internal Control).
- Weekly report containing the numbers of target and actual cost by HTML language sent to managers.
- Customer services specialize.
- Trainer expert.
- Technical Networking
- Design Philadelphia University Website.
- Analyze & Develop client requirements.
- Implement plan for future needs related to the system and build a backup strategy for the source code and data needed.
Software engineering contain: - Design and analysis the computer's programs (projects). - Networking. - Program languages