IT Consultant / Microsoft Trainer
Fortray Global Services Ltd.
مجموع سنوات الخبرة :4 years, 3 أشهر
Overview
• Provided Expert Consultation for Microsoft Azure services, facilitating smooth cloud transitions and reducing infrastructure downtime by 40%.
• Executed technology solutions proficiently, cutting infrastructure costs by 25% and enhancing system reliability.
• Led training initiatives, delivering comprehensive sessions on Microsoft 365 Endpoint Administration to equip professionals with essential IT skills.
• Spearheaded project management initiatives, ensuring timely, within-budget project delivery and exceeding client expectations.
• Orchestrated effective communication strategies, fostering robust relationships with stakeholders across all levels.
• Led a team of 9 support experts responsible for managing client requests and providing post-training support with a focus on client satisfaction and reduction in response time to critical issues.
• Remained proactive in staying updated on emerging technologies, industry trends, and best practices through continual professional development, obtaining certifications, and actively engaging in relevant forums and communities
• Coordinated the development lifecycle of a groundbreaking customer agent pairing console for the AI
application, designed to replace Avaya which impacted millions of customers across the length and breadth of North America.
• Managed computer security efficiently using Sophos, safeguarding 500+ computers against potential threats.
• Utilized Ivanti for seamless update deployment, ensuring timely and consistent updates across the entire IT infrastructure.
• Implemented a robust 24/7 system and application monitoring strategy for health checks and critical
incidents, achieving an outstanding average uptime of 99% globally
• Developed and tracked performance metrics within a JIRA-based ticketing system, ensuring that deliverables met or exceeded service level agreements at a rate of 90%.
• Achieved an exceptional customer satisfaction rate of 98%, showcasing a commitment to delivering outstanding service experiences.
E-Health Monitoring Development Oversight
• Pioneered and led the development of an innovative E-Health Monitoring app, prioritizing preventative care and reducing healthcare costs.
• Conducted market research and crafted a feature-rich app, resulting in a 98% user satisfaction rate and full regulatory compliance.
• Collaborated with a diverse team to create a user-friendly app with 30% higher user engagement than industry standards.
• Employed agile development methodologies for continuous improvement and industry-leading user experiences.
• Successfully launched the app on both iOS and Android platforms, adhering to budgetary constraints and project scope.
• Designed a comprehensive marketing strategy, targeting underserved populations and reducing health disparities.
• Monitored app performance, resulting in a 15% boost in user engagement, and provided valuable recommendations to Kaiser Permanente leadership for continued success
• Product Development: Collaborated with Ericsson to develop the CSRTB (Customer Support and Resolution Ticketing System), contributing to a 20% reduction in ticket resolution time for both internal and external customers.
• Customer Experience Enhancement: Initiated and implemented strategies to improve customer experience, resulting in a 20% reduction in average wait/service time.
• Customer Retention and Churn Management: Led efforts in customer retention and churn management, achieving a 15% increase in customer retention rates.
• Issue Resolution Coordination: Coordinated and followed up with multiple stakeholders for timely issue resolution, ensuring a seamless customer experience.
• KPI Achievement: Successfully met and exceeded assigned monthly adherence, service, and sales Key Performance Indicators (KPIs).
• CRM Proficiency: Mastered the CRM system and associated portals, enhancing efficiency and accuracy in customer interactions.
• Market Share Growth: Propelled a 15% increase through innovative feature proposals for the VAS Services.
• Performance Enhancement: Achieved a 20% improvement in product performance through rigorous evaluations, resulting in heightened customer satisfaction.
• Efficient Project Management: Led cross-functional teams, reducing time-to-market for different products.
• Customer Adoption: Incorporated market and customer feedback, contributing to a significant 30% increase in product adoption.
• Technical Support Optimization: Implemented on-the-ground profiling strategies, resulting in a 25% reduction in technical support response times.
• Training Material Impact: Collaborated on training materials, realizing a 40% reduction in customer support inquiries and facilitating effective product adoption.
Graduated with a Bachelor in Computer Science from Top Ranked International Engineering School (Washington Accord accredited). Majors - Computer Science Minors- Physics and Mathematics
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