IT Support Manager
Modenis LLC
Total years of experience :20 years, 10 Months
• Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction
• Create better modes of operations to make customer service easier for both team members and customers
• Make provision for a change of mode of operation when the existing one isn’t yielding maximum results
• Give detailed statistical feedback on performance of team members to the management for staff evaluation and reward purposes
• Observe performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their lose ends. Also, take disciplinary measures against any team members whom is found wanting
• Provide assistance to team members whom are experiencing difficulties in the discharge of their duties by putting them through and giving them personal coaching
• Ensure that all equipment and appliances needed by the customer team members are available and in good condition to enable smooth flow of operations and customer satisfactions
• Step in to attend to customers that are proving difficult to team members and resolve their complaints
• Delegate different customer service duties to team members to ensure a faster and smoother flow of operation through division of labor
• Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards
o Serve as the middleman between the organization and the customer service team members to ensure smooth communication and settling of grievances that may arise in the course of work.
Responsible for the technical support and testing of:
• GSM/UMTS CS/PS Mobile Services,
• Mobile terminals (i.e. Wi-Fi routers, handsets, USB and other modems, etc),
• M2M devices,
• SIM Cards,
• SIM Card and Terminal applications;
• Keep up-to-date with technology innovations in the sectors like Retail, NGN & FMC, Digital Media, IP TV & Telephony, Telecoms, Banking and Finance, Marketing, Public & HealthCare;
• Review, read and create designs, test scenarios and documentation;
• Write and execute test plans, maintain and evolve test sets and tools to enable functional testing across multiple products and technologies;
• Able to effectively prioritize, execute tasks and deliver in a deadline pressure environment;
• Support to commercial PD team including production of test processes, documentation, support sales force and new product introduction;
• React to project adjustment and alterations promptly and efficiently;
• Adept at knowledge sharing;
• End-to-End mobile network solutions tests to verify that deliveries meet quality standards for deployment in the live network;
• Plan test activities to generate modular test cases and suites for execution and reuse with other test engineers within the business unit and larger delivery teams across projects to achieve repeatable, functional and nonfunctional testing, reducing both risk and cost;
Project testing to ensure the effective planning and execution of test cases in collaboration with the test team and other team members on the project;
• Installing and configuring computer hardware operating systems and applications;
• Monitoring and maintaining computer systems and networks;
• Talking staff/clients through a series of actions, either face to face or over the telephone;
• Troubleshooting system and network problems and diagnosing and solving hardware/software faults;
• Replacing parts as required;
• Providing support, including procedural documentation;
• Following diagrams and written instructions to repair a fault or set up a system;
• Supporting the roll-out of new applications;
• Setting up new users’ accounts and profiles and dealing with password issues;
• Responding within agreed time limits to call-outs;
• Working continuously on a task until completion (or referral to third parties, if appropriate);
• Prioritising and managing many open cases at one time;
• Rapidly establishing a good working relationship with customers and other professionals (e.g., software developers);
• Testing and evaluating new technology;
• Supporting Azerfon customers (VMC and VMB project)
• Supporting Technical Dep. Engineers ( Installing and configuring Siemens, Ericson equipment software’s)
• Responsible for networking, design, installation and maintenance services.
• Supporting users and network administrators over the telephone and by email.
• Maintain the companies network infrastructure.
• Networking and providing support for Windows, Macintosh and Linux issues.
• Configuration and testing of any new hardware and software.
• Travelling to client sites to help with installs, deployment, and troubleshooting.
• Management of the daily data backup and retrieval scheme.
• Installing and operating Windows desktop and server operating systems.
• TCP/IP networking and hardware maintenance and repair.
• Training new employees.
• Assistance with training of staff and compiling procedural documentation.
• Assisting the network manager with support requests.
• Ensure computer hardware is safe & complies with health and safety legislation.
• Applying patches in accordance with company procedures.
• Mount and configuration: Huawei DSLAM, XDSL modems, cisco hardware.
Responsible for design, site structure (information architecture), and daily maintenance of a global website and many of it's localized sites.
XHTML & CSS coding, image editing, and some Flash. Basic use of ASP, JavaScript, and some VB script
Play a key role in the design and layout of several sites, Interactive CDs and other projects
Editing and preparation of videos for the web
• Conduct market research to determine market requirements for existing and future products
• Analysis of customer research, current market conditions and competitor information
• Develop and implement marketing plans and projects for new and existing products
• Manage the productivity of the marketing plans and projects
• Monitor, review and report on all marketing activity and results
• Develop pricing strategy