IM Production Engineer, Team Lead
Schlumberger
مجموع سنوات الخبرة :17 years, 11 أشهر
• providing extended on-site support at client offices, maintaining a professional image at all times; investigating, analyzing, resolving and preparing reports on moderate to complex client tickets via telephone, email or on-site visits;
• performing basic installations and/or upgrading without supervision;
• participating in software implementation projects at client sites;
• maintaining accurate status records for on-going projects and assisting in forecasting, auditing, planning and invoicing; developing, implementing and documenting best practice policies and procedures for new projects or initiatives;
• proactively visiting clients to discuss software related issues, including defects, workarounds and emergency fixes, providing information detailing the history, resolution and status; developing client visit schedules with Account Managers, prioritizing by revenue impact and marketing events;
• providing health check services at client installations to pre-empt problems;
• initiating and leading client conference calls on topics of key interest such as new features, upgrade advice, product usage tips; prioritizing issues and working with Product Champions to advocate client requests;
• effectively using designated client tracking system to log client visits;
• effectively using the InTouchSupport.com system;
• effectively using designated defect tracking system to report software issues; understanding and utilizing the correct problem escalation procedures;
• monitoring service quality and pre-emptively informing supervisors when potential issues arise; reproducing moderate to complex client tickets on test datasets, or client datasets and documenting workflows to exhibit the issue;
• explaining multi-product, multi-domain workflow concepts and relevant data model characteristics to clients when required;
• assisting certified trainers in technical instruction to the client, as required;
• adhering to all standards of confidentiality and security;
• recognizing other revenue generating opportunities for sales and training;
• suggesting additional services to client and following up on leads with manager and/or sales representative; maintaining a broad knowledge of state-of-the-art computer technology, equipment, and systems;
• participating in professional development activities as appropriate; being responsible for project equipment budget planning, equipment ordering and maintenance.
Full Allocation Project: production allocation Oil, Water & Gas allocation; Well Test validation workflow enhancement
KJO Production Data Mamanagement System II migration project:
Production accounting, workflows enhancement, end users coaching, reports generation, data migration QC
general
• Awarded with Honorable mention at the International Math Olympiad, Bucharest-1999 and with Bronze medal at the IMO, Seoul-2000 • “Up’scaling methods (of geological models turning into hydrodynamical models)” in Graduate Study • “MAC level of the standard IEEE 802.15.4a – chaotic wireless network” under the project “Development of a new IEEE 802.15.4a standard” in Bachelor Study