Experience

Energy Renaissance

• Australia
• Renewables & Environment
• 1 - 100 Employee

• Help Desk Support & Analyst

  • Apr 2020 - Present

  • Providing excellent customer service and resolve the customer’s queries. • Effectively communicate with the team and follow all the process for the call flow. • Assessed, prioritized and allocated identified incidents to Business Support and Technical Support staff and follow up escalated problems. • Ensure all incidents are logged into the call logging database, troubleshooting by following the help files in the database. • Help the team members by providing the appropriate guidance while floor walking. • Patiently responded to a high volume of customers' phone-based and in-person queries for services and company information. • Pursued resolutions for customer concerns to achieve complete customer satisfaction and escalated them to the management level when necessary. • Performed various tasks such as maintaining the procured contracts, invoicing the services, and providing quotations. • Logged the requests and incidents, investigated issues, and took appropriate action to resolve problems according to the company's SLA. • Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length. • Documented user information, prepared technical & non-technical reports to the managers at all levels when required. • Actively pursued personal learning and development opportunities by participating in product and vendor training sessions to familiarize self with technology tools used by the company including specialized CRM and services which is offered to customers. • Established a strong and effective relationship with team workers, internal users, external customers, managers, and third parties through presenting excellent interpersonal skills. Diagnosed, repaired and upgraded laptops software. Refurbished the ex-leased computers by upgrading Operating System and formatting hard drives. Provided customized reports based on managers requests and scheduled plans for future tasks using Excel and Microsoft Project.



TAKADO Sanat Co.

• Service Delivery Engineer and Level 1 Support

  • Aug 2017 - Jan 2020

  • Troubleshooting customer issues via phone, email and online chat. • Strive for 100% resolution per call. • Performed remote assistance via WebEx, Zoom, and Microsoft Teams. • Provided technical assistance for questions and walk customers through tearing down the system to assist in troubleshooting or to replace a part. • Monitored and responded to hotline, email and IT Service Management tools for ticket queue requests to ensure provisioning of exceptional quality in-field customer service. • Make recommendations to customers about products and services, that would help the customer, also field pre-sales questions to assist customers in determining exactly what system would be needed to fulfill their direct needs. • Liaised with Level 2 & 3 Engineers and team leaders on service issues and escalation to internal specialist teams. • Collaborated with vendor teams to ensure client satisfaction. • Efficiently handled opening and accurate updating of tickets and provide status updates to customers. • Followed up delivered services to make sure processes are followed accurately and clients are being responded promptly based on customer agreed SLA’s. • Prioretized incidents and followed proper incident escalation procedure in the event of priority P1 incidents. • Tracked, handed off and received open ticket information during shift turnover changes. • Organized and managed all phases of installations, upgrades, and replacements in my personal notes in order to transfer the knowledge to customer quicker and in a more simple language. • Performed remote monitoring and first level troubleshooting for all issues related to customers infrastructure to make changes and fix problems. • Engaged in internal/external training and knowledge transfer across internal teams.



Farassoo - فراسو

• United Arab Emirates
• Computer Hardware Manufacturing
• 1 - 100 Employee

• Technical Service Support

  • 2016 - 2017

  • Walked the customer through the problem-solving process • Served as the first point of contact for customers seeking technical assistance over the phone or email • Provided first-level technical support on Farassoo supplied products and peripherals. • Identified and resolved issues affecting customer systems or products • Tracked, handed off and received open ticket information during shift turnover changes. • Followed defined operating procedures to ensure that clients, systems and information are properly followed. • Completed quality assurance (QA) audits of company services in accordance with service-level agreements. • Collaborated with Engineering teams to reach consensus regarding implementation and organizational impacts of proposed QA process changes. • Keenly oversaw post-sales support and service implementations. • Gave best effort support for any software calls that come in, to provide a full resolution or be able to point the customer to the correct resource to get their issue resolved. • Managed critical incidents resolution. This involved developing action plans to achieve the shortest downtime and quickest Return-To-Service. • Facilitate knowledge transfer by holding weekly meetings with team members. • Owned all calls that were not able to be resolved on the first call, and for any repeat dispatches for a particular issue. Also followed up with customers in a timely manner. • Accurately loged every contact with every customer. • Maintained a professional and courteous demeanour at all times. • Worked closely with 2nd Level Infrastructure; internal back-end teams and external vendors to investigate problems, major incidents and projects. • Developing and maintaining excellent user knowledge of the company’ products, to be able to advise and support customers well.