IT Support and Services coordinator
Solutions Middle East
Total years of experience :15 years, 8 Months
1. Currently working in Solutions Middle East, Dubai, UAE from July 2014 till date as an IT Support and Services coordinator responsible for ensuring Support calls are being attended, monitoring Engineers performance, managing the Engineer’s utilization and generating reports and logging ticket using the Microsoft CRM system.
Roles and Responsibilities:
• Cater phone calls, enquiries and requests for solution.
• Respond to customer complaints ensure it is being addressed.
• Support incident Creation, Allocation & Tracking in CRM System.
• Understand the first level Support requirements and assign to the appropriate Resources.
• Escalation to the Team Heads or Revenue coordinator in case of support required outside SLA.
• Tracking and ensuring the proactive Support are allocated according to the SLA.
• Interface with Administration to ensure smooth case completion.
• Coordinate with clients, Team Heads, Managers, Sales Team and other staff for smooth and fast support delivery.
• Resource scheduling and planning the day-to-day support activities.
• Organizing and maintaining Schedules and arranging appointments for Resources, Managers and Team Leads.
• Administrative assistant and clerical works (Data entry, Printing, scanning, photocopying, archiving and collating)
• Monitoring and updating contract documents, files and contacts of customers.
• Prepare proposals.
• Preparation of Performance Management reporting for Management review on a periodic basis.
• Monitor email, faxes and calls and escalate to proper channel.
• Prepare and consolidate contract documents and reports in excel and using Microsoft CRM system.
• Contacting customers to conduct survey, upsell products and services and schedule periodic maintenance.
• Organizing and attending meetings and ensuring that Resources, Managers are attending and circulating the minutes.
• Set up conference calls and Webex meeting.
• Working closely with management in giving feedback needed for decision-making.
• Participate in the planning, development, implementation, and support of operation activities.
• Identify ways to streamline operational procedures between or within the Departments.
• Interface with Sales Team, Customers/Prospects.
• Coordinate to client and Engineers for contract renewals.
• Revenue monitoring.
• Maintain Service Level Agreement for IT support
• Updating daily activities and Ticket status on Microsoft Dynamics CRM.
• Generating leads by assisting customer on their requirements.
• Support customer events.
• Manage revenue and ensuring contracts are being renewed.
• Perform a full range of IT support by diagnosing and solving hardware/software faults and network related issuesvia call and email for Enterprise users.
• Password reset using software tools like Active Directory, AS400 and Unix.
• Provides Level 1 Support for Mobile Device Management issues in Johnson and Johnson.
• Maintains documents by formatting, consolidating and validating.
• Assist management staff in the admin work.
• Track incidents and calls, including but not limited to entering data into the database timely and accurately.
• Analyzing call logs to spot trends and underlying issues
Internet and VOIP Support
• Diagnose and resolve end-user network, e-mail, Internet, dial-in, and local-area network access problems.
• Internet support over the phone. Identify, diagnose, and resolve Level One problems for user’s personal computer software and hardware.
• Perform minor desktop hardware repair for PC computer equipment and peripherals not covered by third-party vendor maintenance agreements.
• Help install basic local area network cabling systems and equipment.
Sales Account Executive
PRIMARY RESPONSIBILITIES:
• Processes and Tracks invoices and provide customers with product and service information.
• Answer phones to respond to orders, general customer inquiries, invoice questions, and customer complaints. Project a professional company image through phone interaction and Up-sell products and services.
• Identify, research, and resolves customer issues using the computer system.
• Follow-up and tracks customer inquiries not immediately resolved and complete call logs and reports.
• Research billing issues and misapplied payments and recognize, document and alert the supervisor of trends in customer calls.