HR & Support Engineer
Optiva Inc.
Total years of experience :19 years, 10 Months
Responsibilities:
Build and maintain Intranet Sites on Google Sites (G-Suite)
Incident, Problem and Knowledge Portal Management
Onboarding & Offboarding Employees and Contractors
Manage and Create SOP and Training documentation
Responsibilities:
Build Websites on CMS Solutions (WordPress, Joomla)
Consulting, Requirement Analysis, Plan & Design websites
Train clients and stakeholders to manage web resources
Domain and Web Hosting Management using WHM/cPanel
Email management on ZOHO Mail / cPanel Mails / GSuite
Client support using ZOHO Desk (based on ITSM)
Responsibilities
Manage and collaborate with teams remotely
Oversee customer support processes
Incident, Problem, and Event Management
Manage procurement processes
Plan and monitor the day-to-day running of the business
Handle queries and escalations, Monitor and Maintain SLA
Responsibilities:
Train & Manage Internal Teams and Stakeholders.
Work with IT teams & Engagement Managers determining requirements and usage of analytical data
Incident Management using CA Service Desk
Implement & Administer Adobe Analytics and Web-Trends
Build performance dashboards for business analysis and reporting infrastructure
Participate in recruitment drives to find talented candidates
Maintained and updated customer business issues maps
Responsibilities:
Mentor and Train new team members
Knowledge Manager - CA Service Desk
Change & Incident Management using CA Service Desk
Develop process flow diagrams and SOPs
Develop Customer Surveys using Web-Surveyor (VOVICI)
Development & enhancement of the Service Desk function
Responsibilities:
Handle First-Line Technical support issues on Call/Mail/Chat
Mentor new hires with best practices in the organization
Assist Leaders build presentations for decision making
Incident & Problem Management using CA Service Desk
Author Knowledge Documents Under CA Service Desk
Handle First-Line Technical support issues on Call
Incident & Problem Management using Clarify
Bachelor of Computer Applications is a course that is customized for students wishing to shine in the field of computers and information technology. With this course, students will not only have good hold on different computer applications but will also be familiar with different Management and Organizational etiquettes.
