Senior Application Support Analyst Engineer for Upland InGenius
FlairsTech
Total years of experience :11 years, 8 Months
Providing L2 technical support and queue management in addition to L1 technical support.
My main responsibilities in this role include but are not limited to:
• Investigating advanced InGenius issues and reading the InGenius Server logs, Windows logs and Telephony logs.
• Deploying InGenius applications and applying new workflow integrations.
• Identifying, troubleshooting and resolving technical problems, such as debugging codes and network configuration .
• Managing the support's backlog.
Providing L1 technical support and queue management.
My main responsibilities in this role include but are not limited to:
• Researching and identifying solutions to software issues.
•Generate reports and managing the backlog and customer satisfaction.
• Creating an automated workflow on Microsoft Power Automate application.
Responsible for providing L1 technical support and queue management to both InGenius and Cimpl Upland accounts within the below business scope:
• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Ask customers targeted questions to quickly understand the root of the problem.
• Planning for deployment.
• Managing the backlog and customer satisfaction.
My main responsibilities in this role included:
• ITSM Tool “Manage Engine Service Desk” Project: perform email fetching, identify defects and confirm the enhanced version.
• Helpdesk Knowledge Management Project: documenting service desk knowledge to build "Manage Engine Service Desk" Knowledge Management module.
• Assets Management Project: implementing assets inventory database and planning purchasing according to database outputs in the most cost-effective manner (including all costs, risks and performance attributes).
• Helpdesk Enhancement Project: planning for helpdesk enhancement based on deep analysis. Enhancement affecting the helpdesk engineers training, knowledge shared among the teams and new hire training process.
• Keeping clean records of all activities in the help desk department and present them to management upon request for evaluation.
Responsibilities:
⮚ Responsible for providing professional IT Technical support to PepsiCo MENA Region within the below business scope:
● Running diagnostics and tests and solving computer software issues.
● Handling users Active Directory (Add/Delete/Modify Users, Reset Passwords, Enable/Disable Accounts)
● Providing guidance, configuring and troubleshooting all Microsoft software O365 products.
● Identifying and troubleshooting Network issues and designing proactive measures to insure 100% network up time.
● Resolving VPN and remote access issues.
● Handling Mobile-Business Mail Configuration (IOS & Android) for users.
● Monitor Service Desk for IT tickets and assigning them to the specialized teams or country queue and following escalation processes when needed.
● Following up with customers, provide feedback and see problems through to resolution and ensure that all users’ issues are resolved.
⮚ Also, as a senior member of the IT MENA team and knowledge keeper I was assigned a leading role in the following projects:
● e-ServiceDesk Project
o Design, implementing and launching KSA Service Desk SharePoint
● Connected Employee Project
o Conduct training on Microsoft tools “Teams, Yammer, OneDrive and SharePoint”
● Global ITSM Tool “ServiceNow” Project
o Perform UAT, identify defects and confirm the enhanced version
● ServiceNow Knowledge Management
o Documenting Service Desk knowledge to build ServiceNow Knowledge Management module
Responsible for:
● Global Airlines Fleet monitoring & System Performance Measurement for GSM equipment & Internet equipment.
● Monitoring in real-time the OnAir Network (GSM equipment in each aircraft, Internet equipment in each aircraft & The Ground Infrastructure Network.)
● Validating Aircraft Internet & GSM system Faults and following the internal investigation and escalation process.
● Communicating with the Airline maintenance teams and providing Troubleshooting & System problems correction steps.
● Responsible for implementing the System Configuration Management and Fault Management process.
● Customer Service Responsibility (Resolves product or service problems by Assessing, Reporting, Escalating, Handling and documenting passenger service complains due to system faults and ensuring the proper resolution has taken place to achieve customer satisfaction.)
● Processing and Applying Price planes or Price planes changes in the Data Products when required.
-Provide customers with assistance and planning to their business and leisure traveling arrangements based on their budgets.
- Use expert sales techniques to turn inquiries into sales, as well as effectively up-sell and cross-sell packages.
- Provide exemplary customer service while working courteously with the customer and vendors, as appropriate, throughout the booking process.
- Accurately inform the customer about Expedia.cas policies, providing detailed legal scripts, while maintaining departmental quality standards.
- Provide travel destination and accommodation ecommendations based on travel knowledge.
-Handle customer inquiries completely and accurately.
- Resolve customer complaints and problems to the satisfaction of the customer.
- Adhere to the work schedule as planned and accommodate any business requests including flexible locations and working hours.
- Achieve the FCR target especially for the support calls.
- Handle all customer calls from different countries in the Middle East region in two languages English and Arabic.
-Providing the customers with the configuration and the troubleshooting for them DLink products (Routers “DSL, Broadband and 3G”, IP Cameras, Wireless USB Adapters, 3G USB Modems, Wireless Access Points, Power line, DNS Storage Devices ).
- First Lego League (FLL), an international robotics & scientific research competition organized locally by Institute of Electrical and Electronics Engineers (IEEE).
- Training and coaching, school students on building and programming their own robots.