Senior Application Support Engineer
Upland Software
Total years of experience :10 years, 6 Months
Summary Of work:
Provides Technical assistance to our clients via telephone, Emails or remotely depending on the issue type.
Essential Duties and Responsibilities:
o Perform Software (AccuRoute) Troubleshooting
o Handles tickets/voicemails using Zendesk
o Handles inbound calls/esclations
o Perform outbound calls
o Confer with clients to determine their information processing or computer needs.
o Handling and educating customers about:
- Software (AccuRoute) Functionality
- Required Documentations and Published KB articles (Upland Community)
Maadi
Summary Of work:
Manages Two teams (FileBound & Right Answers) resources outsourced to Upland Software
Essential Duties and Responsibilities:
o Support my Team members with any required Technical knowledge.
o Creates and executes development plans and revises as appropriate to meet changing needs and requirements
o Facilitates effective team interaction
o Effectively utilizes each team member to his/her fullest potential
o Inspires Team members to attain goals and pursue excellence.
o Keeps track of lessons learned and shares those lessons with team members
o Acknowledges and appreciates each team member's contributions
o Handle Team Allocation, Annual requests and WFH request
o Create Weekly performance reports and perform a weekly one-to-one meeting with each team member to improve their performance.
o Monitor Agents Qos on calls and provide them with an improvement plan
o Created a KPIs Portal for RMGS Support Team and Sales Team
• Summary Of work: Provides Technical & Operational assistance to Customers (Digital Wallets Users) and Digital Wallets Providers
• Essential Duties and Responsibilities:
o Test, Maintain, and monitor Digital Wallets performance.
o Provide new plans and strategies that can be included in the Digital Wallets services.
o Create customized reports and analysis to display the wallets performance and weakness.
o Create and perform training sessions to the wallets technical support Team for the Digital Wallets provider support team.
o Provided technical assistance for both the customers (Digital Wallets users) and the Digital Wallets Providers like:
Alex Bank: Ma7fazty.
CIB: Smart Wallet.
Al Ahly Bank: Phone Cash.
Government: Hokomty Digital Wallet
o Acted as a Member in the Organizational Committee.
• Summary Of work: Provides Technical assistance to our clients via telephone, Emails or remotely depending on the issue type.
• Essential Duties and Responsibilities:
o Test, Maintain, and monitor computer applications and systems.
o Provide clients with assistance solving computer and system issues.
o Deploy maintenance releases and upgrades for client systems.
o Analyze the computer software or hardware required for implementation or trouble shooting of software system.
o Confer with clients to determine their information processing or computer needs.
o Consult with manager regarding system principles.
o XML Mapping, Reports Customization.
o Worked on mapping medical machines xml files and SRC file to map with our Software and worksheets reports.
• Summary Of work: Enhance and create CRM tools and knowledge bases for both the Company and all of the outsourced projects
• Essential Duties and Responsibilities:
o Meet with clients, agents and managers to identify the exact need and requirements.
o Designing and programming all projects and providing multiple IT Solutions (Work Force Applications, Knowledge Bases, Quality Application, Dash-Board Application and communicator).
o Splunk system administration.
o Create variety of tools as Search Engines, Crystal reports, SQL integration, Auto-Mailing services.
o Acted as CCMS System Technology admin and worked in implementing the CCMS System in Teleperformance Egypt Site
•Summary Of work: Provides Technical assistance and issues Handling for EMEA countries customers.
•Essential Duties and Responsibilities:
o Managing large amounts of inbound and outbound calls in a timely manner.
o Identifying customers’ needs, clarify information, research every issue and providing solutions and/or alternatives.
o Maintains call center database by entering information.
Graduation Project: Hotel Software, Hardware Cards Machine and Touch screens, Grade: Excellent and best graduation project for class 2006
Graduation Project: Hotel Software, Hardware Cards Machine and Touch screens, Grade: Excellent and best graduation project for class 2006
Graduation Project: Hotel Software, Hardware Cards Machine and Touch screens, Grade: Excellent and best graduation project for class 2006
Graduation Project: Hotel Software, Hardware Cards Machine and Touch screens, Grade: Excellent and best graduation project for class 2006
