Global Support Services - 1st Line Support Lead (IFS)
Totalamber
مجموع سنوات الخبرة :11 years, 9 أشهر
Experienced with IFS 7.5 SP7 and APP v8 IEE, Centura and Web Interfaces
Experienced in Oracle / Administration vertical of IFS ERP
Functional & Technical Knowledge in Administration, Procurement modules.
Investigate and resolve tickets/issues raised by users.
Practical knowledge in Windows Server environments, Oracle PL/SQL and Database Areas.
Define and document process flows to streamline business process.
Provide training to new and existing members in the work flow.
Ensuring the the achievement of all support tasks within agreed SLAs with clients.
Responsible for closing the case as soon as possible ensuring SLAs and quality are not compromised, and the caller is fully satisfied with the resolution provided.
In addition to above role responsibilities I am also In charge of managing and enhancing the ITSM Software in use for handling client requests, performing routine and ad-hoc improvements in the case workflow and reporting automation.
Responsible for evaluating and choosing the best ITSM solution to enhance business practices.
Experienced with IFS v7.5 and have an over view of IFS v8.0.
Experienced in Enterprise Asset Management vertical of IFS ERP.
Functional & Technical knowledge in Administration, Distribution and Maintenance modules.
Investigate and resolve tickets/issues raised by users. Experienced with IT service ticket management system: BMC Remedy.
Practical knowledge in Oracle PL/SQL and Database areas.
Train new members in the work flow.
Providing ongoing, onsite and remote support to users of IFS. Establish and maintain successful partnership with all team members. Maintain high level of customer satisfaction through professional communication and consistent and timely follow up. Requirement gathering, Analyzing and document the processes. Gap Analysis between AS-IS and TO-BE process to align customer's internal processes with IFS.
Worked at Digital Glare for a brief period as a Web Designer and UI Developer on HTML, CSS and JavaScript related tasks, Bootstrap based web development, Email template design and code, Email marketing management etc.
I was hired by Gateway CFICT to carry on a project handed by Samsung SDS to cover the Training phase of the Sri Lanka Inland Revenue Department Office Automation Project. My duties and responsibilities included delivering lectures to IRD Officers, providing instruction on job specific software usage and special skills training for ICT.
Programme was conducted for over 1, 000 IRD employees from across the country and spanned over a period of 4 months
I was employed at the Keells Super outlet at Mount Lavinia as an Intern as part of my school work experience programme for a period of 6 weeks.
Learning Outcomes Supermarket and business chain management system. (Stocks, Inventory, HR, Marketing, Pricing etc.) Penetration tactics, in field real-time competitor analysis. Customer service Product Presentations
University of Wales, Cardiff