it services delivery supervisor
AlKifah Holding Group
Total years of experience :3 years, 11 Months
• Respond to incoming calls, web-submissions, emails and chat for assistance from clients experiencing technical issues.
• Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems and resolutions (i.e. software, hardware and client-specific applications) and collect the missing data for technician level 2.
• Assist with advanced troubleshooting for special projects as directed.
• Preparing weekly/monthly reports for (System Performance - delayed tickets - KPIs for the agent and technician support).
• Training the user and management for systems used in the organization.
With knowledge in Databases, analysis, design the systems, (SQL - Java) languages and CCNA course