Technical Support

Emirates Airline

August 2007 to August 2011

? Manage a team to provide 2nd level infrastructure support for the application issues.
? Log all pertinent user requests, issues and outcomes into ticketing system
? Track all the incidents reported by user and ensure that all the issues are addressed and resolved within the defined SLA.
? Provide phone, email, online and occasional in-person support to end users on infrastructure issues including software, applications, hardware etc.
? Utilize technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose issue/problem to resolution
? Administer user accounts for several different critical applications(Tier 1, Tier 2, Tier 3)
? Identify the repeated issues and convert those issues to problems to perform the root cause analysis to fix it permanently.
? Document and update KEDB with solutions for future reference for support staff
? Generate managerial reports on support calls with their status and submit to management.
? Based on the type of issue perform the investigation by looking at SQL tables, running SQL queries, checking application and its interfaces, server status, network status etc.
? Evaluate all the incidents, request, problems based on analytical reports and document the findings and recommendation and submit to management to improve the features and performance of the applications.
? Manage relationships between vendors, internal resources, and customers
? Research required information using available resources
? Redirect problems to appropriate resource and follow up till get it fixed.
? Follow up and make scheduled call backs to customers where necessary
? Provide assistance with training end users on applications for all new release.
? Experience in coordinating with 3rd party vendors to resolve product related issues
? Communicate with users on regular basis to ensure that is there any more issues they are facing which has not been reported and ensure to record those incidents and fix it.
? Follow the escalation procedure in case no support / response received from any support team or from users end to ensure that issues are resolved with minimal impact on business.
? Notifies the Project Manager of any expected difficulties or issues and/or risks arising to take precaution steps in mitigating potential complication.
? Participate in team meetings, maintaining punctuality fulfilling its purpose.
? Flexible to work on 24x7 shifts.
? Flexibility to perform additional tasks or duties outside of normal daily activities

Project Management Professional

Currently studying

Career Goals

Industries of interest

Areas of interest

Availability to travel and work outside the city

No

Interests and hobbies