ANALYST SOFTWARE ENGINEER || AFINITI.
Afiniti
مجموع سنوات الخبرة :8 years, 2 أشهر
Solid understanding of Genesys and Avaya, and their integration with Afiniti. Working for Afiniti as a Technical Support, I have resolved numerous routing issues on SKY, Virgin Media and Automobile Association which have helped me in mastering the routing strategies of Genesys and Avaya
Responsibilities:
• Provide initial assessment of urgency and business impact on all support helpline calls and emails.
• Record internal and external client service requests, incidents, and change requests into system.
• Perform troubleshooting to identify the root cause by investigating the issue from SQL queries and service logs in depth providing a detailed overview of the issue.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Maintain overall ownership of client’s issue & service ensuring that they receive resolution within a committed SLA.
• Perform comprehensive root cause analysis, and advise how to avoid such incidents in the future.
• Record incident resolution in system and communicate to all stakeholders
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
• Document knowledge in the form of knowledge base tech notes and articles.
ETL using Teradata utilities. Some of the projects that i worked on were related to Data Mining, Tableau software and Database designing and development.
Being student of computer Science i have the following skills: C/C++, C#, Java, PHP, MySQL, JavaScript (jQuery), HTML, CSS. Software: AutoCAD, Multisim, Prolog, MS office, Cisco Packet Tracer, Shell Script, MySQL, Oracle, Photoshop.