Maria Archana

• Serve as primary technical contact for technicians, regional area managers, customers responding to inquiries and troubleshooting issues related to fuel dispensers via phone, email, or ticketing system.

• Experience with specific brands/models of fuel dispensers (Wayne Pumps – Ovation, Helix, Vista, Anthem).

• Diagnose and resolve technical problems, including hardware, software, and networking issues associated with fuel dispensers.

• Conduct product demonstrations and training sessions for customers on operation and maintenance of fuel dispensers.

• Onboarding New Fueling Station

• Experience with cloud-based products (Media Advertisements playing on smart Dispensers)

• Diagnose and troubleshoot technical issues related to our product or service.

• Collaborate with cross-functional teams (such as Engineering, SaaS, Product Management) to resolve complex issues.

• Provide timely and accurate solutions to customer inquiries and issues.

• Document and track support cases, ensuring proper follow-up and resolution.

• Excellent problem-solving skills and ability to work independently or collaboratively in fast-paced environment.

• Deep understanding of fuel dispenser technologies, including dispensing mechanisms, electronic control systems, and safety protocols.

• Advocate for customers by identifying trends and suggesting improvements to our product or support processes.

• Create and maintain product documentation, knowledge base articles, and FAQs.

• Strong technical background with ability to troubleshoot software, hardware, and network issues.

• Experience with troubleshooting Fuel Dispensers, Fuel controller, Cloud based media, Tank Gauge, Gilbarco Veeder-Root.

• Strong communication skills with the ability to explain technical concepts clearly and effectively to customers of varying technical expertise.

• Proven ability to manage multiple priorities and work effectively under pressure.

Applications used :

• Wayne Fueling Systems Enterprise
• Team Viewer
• Verisae
• Oracle
• Zendesk
• ServTerm
• IGem translator
• IXConfigurator
• DXMonitor

•Provide application support relating to software functionality, incident resolution and systems configuration, through various mediums, including case escalations, phone, email and chat.

•Recognize both basic and advanced problems, conducts research, provides resolutions and follows up with customers as needed, escalating more complex cases to the appropriate team.

•Log and track calls using problem management database and maintains history records and related problem documentation.

•Meet and exceed established benchmarks and expectations.

•Prepare standard statistical reports, such as help desk incident reports.

•Consult with programmers to explain software errors or to recommend changes to programs.

•Stay current on all key support topics, including product knowledge and required technical and soft skills.

•May test software and hardware to evaluate ease of use and whether product will aid user in performing work.

•Provide expert, top quality customer support, including professional, courteous and timely communication during all levels of interaction.

•Manage the resolution of critical customer technical issues by analyzing the Network exceptions triggered in the tool.

•Collaborate closely with technical and field services personnel, customer IT technical staff when needed.

•Was responsible for data security as worked with sensitive patient information.

•Strong knowledge on platforms and networks by identifying and analyzing events during system down incidents.

•Research, analyze, document and manage resolutions to technical, operational and implementation issues related to Nuance products and their supporting technologies and infrastructures.

•Documented processes, policies and procedures; producing high quality technical documentation to be included within Service Newsletters, public/private knowledge base systems, product manuals, etc.

•Adept at supporting analysis solutions, data transformations, and reports.

•All other duties as assigned

• Provide technical support to Tesco staff on hardware, software, and network-related issues.

• Install, configure, and maintain computer hardware, software systems, and peripherals.

• Work on Shopping Tills - IDPOS, and Fuel dispenser for TEsco Petrol filling stations.

• Experience in Active Directory, MS Outlook- Trouble shooting, Printer configuration.

• Knowledge in networking such as troubleshooting Lan, Wi-Fi, VPN issues.

• Using the software Zen desk – Trained for supporting the store colleagues.

• Supporting new colleagues and create Blue print of the process for better understanding of the process.

• Monitor and maintain computer systems and networks.

• Respond to IT support tickets and ensure timely resolution of issues.

• Ensure security and privacy of IT systems and data.

• Document and maintain records of IT support activities and solutions.

• Assist in IT projects as required.

• Documenting technical, process solutions and were experienced in troubleshooting connectivity related issues