Senior Technical Support Engineer
Deloitte Touche Tohmatsu
Total years of experience :8 years, 3 Months
Taking ownership of customer issues reported and seeing problems through to resolution.
•Track computer system issues through to resolution, within agreed time limits.
•Diagnose and troubleshoot technical issues, including account setup and network configuration.
•Prioritize and manage several open issues at one time.
•Manage New Hires through mentorship programs and acted as a mentor to help them overcome hurdles during the Nesting period.
•Co-ordinated with the Sr. Managers and AVPs by sending reports and implemented their feedbacks with efficiency to deliver distinctive customer experience.
•Collaborated with other departmental leaders and held weekly team meetings and involved staff in planning and decision making.
•Tracked and logged all calls for the new hires and guided them on improving their communication skills and customer handling techniques.
•Monitored technical team calls to ensure maintenance of technical skills and to provide good customer service.
•Provided end-user communication for service outages, system upgrades, service improvements, service implementation, and service retirements.
•Helped in the maintenance and documentation which includes departmental policies, procedures, disaster recovery plans, and technical reports as it relates to IT Operations.
•Ensured high availability and redundancy of data connectivity; implement disaster recovery and business continuity measures to support the Deloitte’s Business Continuity Plan.
•Manage incident management bridge calls with support teams, on-call support application teams and management.
•Worked closely with the IRT (Incident Resolution Team) During outages and effectively communicated with the end users to reduce the communication gap and helped in identifying issue better to effectively resolve it.
•Helped the Management to arrange the team shifts and co-ordinate shift swaps to better meet the employee’s requirements and to fulfill Business Continuity Plan (BCP)
Taking ownership of customer issues reported and seeing problems through to resolution
•Talking to clients through a series of actions, either via phone, email or chat.
•Taking remote desktop and troubleshooting the issues of the client
•Setup Microsoft 365 Portal and licenses, migrated the firms POP3 email services to Microsoft Office 365 hosted solution. Migrated all mailboxes to 365 Cloud, synchronized and setup Office on the Cloud. Authenticated all smart devices to MS 365. Setup multiple email aliases and forwarded multiple generic email accounts to the Hosted Exchange email boxes. Setup One Drive for Business, Office on the Cloud. Orientation of Outlook web access (OWA). Ongoing support.
•Unlocking, enabling and resetting the passwords for the user-id in Active Directory and in applications for SAP, I-series, Lawson Kronos, Citrix, Pasta (NAPKMS, NAERP, EUROPE), Skype, Office 365, Outlook
•Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
•Diagnose and troubleshoot technical issues, including account setup and network configuration
•Asking customers targeted questions to quickly understand the root of the problem
•Track computer system issues through to resolution, within agreed time limits
•Provide prompt and accurate feedback to customers
•Refer to internal database or external resources to provide accurate tech solutions
•Ensure all issues are properly logged and Prepare accurate and timely reports
•Prioritize and manage several open issues at one time
•Follow up with clients to ensure their IT systems are fully functional after troubleshooting
•Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
•Document technical knowledge in the form of notes and manuals
•Maintain jovial relationships with clients
The University has started implementation of SAP in the year of 2008. They have implemented all important Functional Modules like FI/CO, MM, SRM, HCM, SD, PP and PM.
Responsibilities:
As a technical ABAP Consultant, I have participated in development of user defined reports in MM, SD and FI/CO modules using various ABAP/4 development workbench tools. Transferred data from legacy systems to SAP R/3 using Batch Data Communications. Uploaded the data in to sap system from legacy system using techniques B.D.C and lsmw. Used tools such as SQL Trace (ST05), Runtime Analysis (SE30) to improve performance of coding. Built simple and ALV Application using Web Dynpro for ABAP. Maintenance of Time stamp machines which were integrated with the current existing Environment. Using Tab strips in Web Dynpro for ABAP and also E-mail with multiple attachments in Web Dynpro
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