MOSES A

• Developed software for embedded systems, coding solutions for both new installations and in-situ hardware
• Performed troubleshooting of post-release software faults to support live service and installed software patch design
• Integrated object-oriented design and development techniques into projects to support usability goals
• Maintained servers and systems to keep networks fully operational during peak periods.
• Helped streamline repair processes and update procedures for support action consistency.

• Monitored equipment function to verify conformance with specifications
• Identified opportunities for process improvements to decrease in support calls
• Created detailed documentation of technical problems encountered by customers and solutions provided
• Analyzed user feedback from surveys to identify areas where improvements can be made in terms of service delivery
• Provided technical advice regarding the purchase of new products or services based on customer requirements
• Collaborated with internal teams such as engineering, sales and marketing to ensure a high level of customer satisfaction
• Assisted customers with troubleshooting network connectivity issues on their computers or other devices
• Engaged in user support interactions via telephone, chat and email platforms.
• Diagnosed and resolved user system functionality issues to enable completion of desired operations.
• Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
• Regular monitoring on chats and voice calls to and provide the feed back to the team members.

• Managed servers, workstation, computers, laptops, printers, routers, switches and existing network application
• Initiates backup process, data recoveries and other disaster recovery contingencies
• Conducted daily system health checks
• Installation and configuring the hardware and Software applications
• Provided thorough support for customers and on time resolution to problems
• Answered user product attribute and usage questions to promote satisfactory product ownership experience.
• Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
• Provided after-hours support as needed to minimize business impact during downtime events.
• Assisted in training new team members on service desk procedures, tools, and best practices.
• Improved service desk efficiency by streamlining processes and implementing best practices.
• Developed strong working relationships with vendors to expedite issue resolution and maintain optimal system performance.

• Established an online chat support team to assist customers over the internet with technical support needs

• Performed Network Administration for the newly installed machine for users: login issues, password re-set, e-mail login

• Troubleshoot and resolved technical issues in windows xp,7, Server 2010, MS office, LAN/WAN connectivity issues

• Managed servers, workstation, computers, laptops, printers, routers, switches and existing network application

• Initiates backup process, data recoveries and other disaster recovery contingencies

• Conducted daily system health checks

• Installation and configuring the hardware and Software applications

• Provided thorough support for customers and on time resolution to problems

• Monitored system performance metrics to proactively identify potential problems.

• Provided technical guidance and mentorship to junior developers.