IT Support Engineer
Diyar united company
Total years of experience :11 years, 9 Months
An accomplished professional with 12 Years of experience in the Telecom sector in IT related strategic role (system analyst, solution designer, development team leader, & functional/ telecom call center business support)
An accomplished professional with 1 Year of experience in the arena of HP Software (formerly known as HP BTO) implementation & Virtualization Technology
Currently associated with diyar united company, as Call Center Support Team Leader.
Skills in VMware virtualization and management products such as, vShield, vCenter OPS, infrastructure automation (Cloud System Matrix), end user computing (VMware View or Citrix) and related solutions.
Expert in modern concepts of end-to-end program planning and implementation from scope management, to activity sequencing, effort & cost estimation, risk analysis to quality management in adherence to quality guidelines and norms.
Possess excellent organizational, communication, analytical and troubleshooting skills.
Level 1 support for call center customers.
Knowledge of HP Storage Essential, Server Automation & HP Business Service Manager.
Responsible for TAB’s 6.10, 6.11 and escalate to DBA team if the critical problems.
Responsible to monitoring detail calls Video/Voice call recording and keep the system under monitoring
Work and Close day-to-day assigned Service Catalogue and Incidents related to STC Call Center related issues as per agreed SLA.
Work on daily and weekly check list for call center systems
Providing regular feedback to the SOC Manager on progress on key issues and provides recommendations on new enhancements that would improve the efficiency