Monica Matta

Experience

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  Orange Business Services

  Oct 2013 - Jul 2017

  Advanced second level support for Microsoft Messaging services (Outlook, Lync, Skype for Business & SharePoint) in office hours and on-call basis.Incident Management: Troubleshooting and diagnosing problems in existing network structures and/or customer servers leading to effective problem resolution to meet requirements of Service Level Agreements and contractual commitments to customer. Change Management: Apply and Validate changes to server, application configuration or architecture, as requested by the customer or by engineering teams. Proactive service maintenance using SCOM 2007/2012R2 to maintain service availability and reduce risk Utilizing Symantec Enterprise Vault to export customer archived emails. Show less First level support for Messaging (Outlook, OWA, SMTP relays) & Security Services (Proxy, Firewall, BigIP).BioMérieux & SGS: SPOC providing special support for the French customers.Diagnose fault-related cases both proactive and reactive by effectively utilizing software diagnostics and other networks/products utility programs wherever possibleProvide continual updates to the Customer and use internal escalation process when necessary to meet contractual and performance objectives.Document all troubleshooting and case management actions via the ticketing systems.Local Award for outstanding performance. Show less

  • Microsoft Exchange Admin Level 2

    Feb 2016 - Jul 2017

  • Customer Technical Support Engineer

    Dec 2014 - Jan 2016

  • Incident Manager

    Oct 2013 - Dec 2014
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  Dell EMC

  Jul 2017 - May 2018

  Technical Support Engineer , Recover Point

  Applying technical expertise using operating and diagnostic procedures to resolve customer issues. Effectively communicating procedural and technical issues to customers in a fast paced and customer critical environment.Experience: RecoverPoint in physical and virtual environments, VMware basic expertise, logs analysis & Linux kernel.Participated in virtual team (Dell EMC Egypt fun crew, to increase teams’ motivation and add fun to their jobs).On the Spot Award: from a customer after outstanding support. Show less

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  PENTAX Medical

  Aug 2018 - Nov 2021

  Billingual IT specialist

   Technical Support for EndoPRO iQ for hospitals in Ontario and Québec. Troubleshooting inbound and outbound HL7 messages to communicate with EHR systems. Configuring Hl7 interfaces. Run verification tests for Software EndoPRO QiQ developed for Québec ministry of Health. Software and Database deployment on Servers, DELL Capture Computer and Workstations.  Providing trainings in English & French for customers as well as internal colleagues. Managing the whole translation process for content and Data  Providing Internal IT Support to Pentax Canada Office. Show less

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  EndoSoft

  Nov 2021 - now

  Field Service Engineer