Application Support Engineer
IMG Worlds of Adventure
مجموع سنوات الخبرة :7 years, 5 أشهر
• Promoted to IT Application Team after two years
for Application support.
• Operations (Viva Ticket) - Manage and configuration of Tickets, Vouchers and general settings for entry tickets, seasonal offers, promotions etc. based on business requirements. Maintaining B2B, B2C (imgworlds.com) websites as per the business requirement.
• F&B (EXPRESSOFT) - Manage and configuration of Products, Promotions and complete settings in F&B system for 28 F&B outlets within IMG.
• Retail (CEGID) - Manage and configuration of Promotions and general settings for 26 Retail outlets within IMG Worlds of Adventure.
• ERP (Microsoft Dynamics AX) - Coordinating with our ERP vendor and users to troubleshoot the issues in ERP system.
• Working Experience in SQL DBMS.
• Started my IMG career as IT Service desk Coordinator in IT Help desk where my role is to responding calls, emails and assigning task to the IT Support Engineers.
• Worked with ticketing tools (ITSM - IT Service Management) Sapphire, GLPI. This tool is extensively used for call logging, tracking and report generation. This tool is also useful for end users to track their calls and asset management.
• Promoted to IT Support Engineer after one year for providing support to the end user for all IT related issues.
• Provided functional/technical L1 and L2 support and assistance to key stake holders and end-users strictly adhering to SLAs, processes and procedures of IMG Worlds of Adventure.
• Configured hardware devices and software to set up workstations for employees.
• Printers (Xerox, HP, Epson), Point of Sale (POS) installation and configuration.
• Kitchen printer, thermal printer, cash drawer, CC machines and other peripherals configurations.
• Remote access deployment and support for other businesses of IMG.
• Coordinate with vendors to replacement hardware components and resolve advanced problems.
• Maintained door access rights for all staff of the IMG Theme Park with the coordination of park security.
• L1 support for CCTV(PELCO), access control (Gallagher), PA/BGM system and digital signages and coordinate with vendors for L2 & L3 Support.
• LAN/WAN, Switches, Routers, IP Phones (Avaya), Data center operation by coordinating with IT Infrastructure team.
