Customer Support Engineer
Crossover
Total years of experience :14 years, 3 Months
- Respond to and resolve incidents logged via our global IT Service Desk, providing solutions to known incidents and problems for our internal customer base, diagnosing and working to resolve undefined problems as they occur
- Effective incident queue management with ownership of logged incidents via current call logging toolsets (AirCall & Zendesk)
- Prioritize ticket resolution workload on predefined Service Level Agreements
- Regularly review processes utilized within the team, propose and implement improvements with necessary approvals to ensure processes remain relevant for the Local Support team.
- Write and edit customer, end-user and internal-user knowledge base content
- Installed and configured computer hardware, operating systems and applications
- Investigated and resolved application support queries in a timely and effective manner including remote support
- Administered, Maintained and managed servers
- Managed network and security, data storage architecture, systems development, procurement and implementation of new servers, technologies
- Provided user level technical support for end users, computers, printers including user level training for daily used applications
- Provided support and training for staff in data entry and basic management of Microsoft CRM
- Created procedural documentation, processes and relevant reports
- Built and administered the University’s websites using HTML, CSS, JavaScript, DNN and WordPress
- Manage and lead the project team
- Plan and allocate work tasks for staff and monitor their performance to ensure the quality and timely execution of tasks as agreed
- Develop and maintain a detailed project plan
- Manage project deliverables in line with the project plan
- Record and manage project issues and escalating where necessary
- Monitor project progress and performance
- Resolved all software problems in Samsung Notebooks, PC monitors and multi-function monitors for customers in England, Wales, Scotland and Ireland (Phone Support)
- Administer and monitor 11 different servers (Micros 9700, Opera database, Opera applications, ISA server, Active directory, Right fax, Material control, Micros interface, Call account with Hits system, Symantec Exec. backup and Back office \{Sun system, Hits system, Vision 5 & Vision XL system\})
- Handle all software and hardware issues of 56 Client PCs and 27 Micros machine (Model: - Workstation 4)
- Troubleshoot all the network problems including the wireless access points and routers inside guest rooms
- Responsible of the daily reports to the IT manager and the General Manager
Theater Team