Experience

• 

  Piramid solutions co.,ltd.

  Sept 2011 - Dec 2014

  Senior network system engineer

  • Completes project by supervising installations• Provide technical leadership & direction on development/integration to project team.• Prepare and execute development plans.• Ensure timely and quality technical deliveries.• Plan, schedule and coordinate with clients, consultants, main-contractors, and sub-contractors on site matters to ensure project implementation and execution is according to planned timeline.• Study and review technical drawings, identify and highlight discrepancies (if any) and take necessary timely follow up action.• Supervise and monitor the project's implementation to ensure the quality of work on site is according to the company's quality policy.• Represent the company in meetings with clients or site personnel, discuss and troubleshoot any problem or dispute on site.• Report site progress weekly to line manager to keep the management informed of the latest progress weekly to line manager to keep the management informed of the latest progress of all projects in hand. Show less

• 

  Ibm

  Feb 2015 - Oct 2017

  Help desk support specialist

  • Provide 1st level technical support to IT customers of hardware and software issues.• Address customer’s technical issues via phone or remotely.• Observe technical or process problems by SLA from customer.• Log any service request and incidence ticket in Call management system.• In dedicated cases provide briefing information to appropriate third party provider • Support new hire agent and product training• Monitor incident ticket and use the appropriate escalation channels to escalate pending issues Show less

• 

  Computacenter

  Oct 2017 - now

  ● Provide 1st level technical support to customers of hardware and software issues.● Address customer’s technical issues via phone or remote.● Observe technical or process problems by SLA from customers.● Log any service requests and incident tickets in the Call management system.● Training and coaching team members for troubleshooting and customer’s process.● Drive team members to archive FCR and appropriate escalation tickets.Assist Team leader and Knowledge task● Follow up CSAT with the customer to explain and get feedback to improve our services.● Verify tickets, calls and chats quality to feedback and improve analyst’s skills and processes.● Consult team members and the team leader for deep technical issues.● Assist team leader to maintain daily team’s aux schedule to handle chat and call queues with CMS monitoring tool.● Create, update and verify new and existing knowledge articles before publishing.● Join bi-weekly meetings with local teams and the customer to discuss and update.● Dealing with local and third-party support to solve user’s issues.● Pilot for internal tools testing and feedback before go live. Show less

  • Service Desk Operations SME Senior Analyst

    Feb 2022 - now

  • Help Desk Analyst

    Oct 2017 - Jan 2022