Andre Harb

Experience

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  Oracle

  Jan 2006 - Feb 2016

  Senior HUB EngineerCustomer Incident Manager Oracle Methodology Coach Knowledge Management editor and coach Project officerTeam lead HUB Delivery and Advisory board Rostering Business Continuity Manager Myideas@work Facilitator Internal awards and recognition :Outstanding awards within (JAPAC) Japan, Asia Pacific, Australia, China)Customer Service pacesetter FY09Greatest contribution to the team FY10 Q2Customer Success FY10 Q2, Greatest contribution to the team FY10 Q4Above and beyond FY11 Q1Commitment to Excellence FY11 Q1Customer Centric Behavior November 2011Award of Excellence FY12 Q2, Commitment to Excellence FY14 Q4, Award of customer success FY15 Q1Award of Excellence FY15 Q2 Show less

  • Senior HUB Engineer

    May 2006 - Feb 2016

  • HUB

    Jan 2006 - Jan 2016
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  Focus Commercial Cleaning and Maintenance

  Apr 2014 - Jan 2016

  Executive Assistant

  Office Management Communication Liaison/ point of contact Information Preparation Record Management Invoicing Travel, calendar and meeting managementOrganize meeting and conferences Handling correspondence

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  RMIT University

  Jun 2016 - Aug 2016

  Service and Support Representative

  Provide first level contact and convey resolutions to customer issuesProperly escalate unresolved queries to the next level of supportTrack, route and redirect problems to correct resourcesWalk customers through problem solving processFollow up with customers, provide feedback and see problems through to resolutionEnsure proper recording, documentation and closureRecommended procedure modifications or improvements

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  PeopleStreme Human Capital

  Aug 2016 - now

  Helpdesk Analyst

  a)Perform Help Desk operation and ticket management services in a timely and customer focused fashionb) Display strong focus on excellent customer service; record, track and report software support issues in the help desk systemc) Constantly monitor and escalate helpdesk callsd) Manage all 'stuck' tickets and drive follow up actionse) Enable effective communication not only with clients but also the development team and other internal stakeholdersf) Provide appropriate and professional advice to clients g) Ensure Service Level Agreement performance is met or exceededh) correct problems, errors, defects and deficiencies in a timely manner including all client Help Desk tickets assigned to youi) identify and conduct all necessary testing and reviewsj) in all other respects support the Software and carry out such amendments alterations and modifications to the Software as PeopleStreme shall specifyk) when so directed, manage a team of software development employees or contractors, providing modifications as agreed between PeopleStreme, and the clients of PeopleStreme (“Software Development Services”) Show less