Team Lead
Aspire Infotech
مجموع سنوات الخبرة :11 years, 7 أشهر
*Working on Subject7 end-to-end (codeless) automation tool
*Supporting Subject7 customers on various test case issues and concerns using Zendesk
*Preparing and updating Confluence user guide and Zendesk knowledge base
*Preparing and updating FAQ documents.
*Creating and updating video and audio tutorials and uploading to Confluence
*Uploading and updating Zendesk themes using HTML and CSS (basic settings)
*Monitoring Google Analytics and Google Search Console for user guide
Attending meetings to instruct users how to use the automation tool.
- Monitoring various networking systems for critical outages, alerts and errors and reporting them as needed.
- Performing associated tasks on various servers.
- Handling requests and taking calls from clients.
- Reporting workflow failures and alerts to the clients.
-Archiving low space disk drives and maintaining them.
-Managing a team of analysts.
-Executing quality assurance plans and operations.
- Attending meetings with Tangoe.
- Supervising a team of 7 analysts.
- Performing QA operations.
- Training new resources
- Providing support
- Coordinating tasks and backups.
- Supporting one of the Fortune 500 customers. This includes software training, customer and vendor support, with SLA presentations for IBM.
- Preparing weekly and monthly dashboard reports for missing invoices and SLA reports.
- Calling US, Canadian and international vendors by phone and e-mail to request invoices and extensions for unpaid accounts on the IBM Rivermine Telecom Expense Management software.
- Load/Generate invoices as per the client protocol and standards.
- Monitor updates sent by clients and escalate problems.
- Train, support new team members and monitor agents productivity as well as the backlog.
- Preparing daily summary reports of all team members for the management.
- Interviewing potentially new resources and recommending them to the management.
- Downloading invoices from vendor portals (E.g. Verizon Wireless, AT&T, Cincinnati Bell, etc) and loading them on Rivermine.
- Signing up on portal websites to download invoices and reports
- Attending weekly conference calls with IBM managers and/or client managers.
- Monitor and evaluate quality and performance of the other team members.
- Identifying, troubleshooting and resolving issues in Rivermine via JIRA tickets.
Achievements:
- Awarded Employee of the Month in February 2015 for outstanding performance, service and dedication.
- Checking invoices to make sure that they meet the IBM Rivermine System standards and requirements.
- Data auditing by checking current and previous invoices and figure out the variance causes.
- Decide the needed course of action when an invoice does not meet the required standards.
- Prepare internal training documentation and productivity reports.
English Language and Literature
IT
