Experience

IntouchCX

• Canada
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Information Technology Generalist

  • Apr 2023 - Present

  Install and test workstations (break/fix), fix performance issues, diagnose/replace hardware and software related problemsEnsure workstations are functional (computer hardware peripherals/components)Troubleshoot/report specific line of business program issues (Logical Agent/LivePerson/third-party applications)Verify application results, conduct system auditsBe accountable for tracking and organization of physical hardware and other IT assetsDevelop and manage organizational and IT standardsMaintain cleanliness and organization of the IT department and stationsEngage with internal and external clients providing updates and solutions, as well as ensuring compliance relating to all IT componentsProvide generalized IT support as requiredInterpret service delivery key metrics to problem solveComplete projects by coordinating resources and timetables with othersVerify application results by conducting system audits of technologies implementedPreserve assets by adhering to disaster recovery and backup procedures and information security and control structuresMaintain quality service by establishing and enforcing organization standardsProvide support for the entire IT department and company as needed Show less

• Technical Support Advisor

  • Nov 2022 - Apr 2023



Cognizant

• Uzbekistan
• Education
• 1 - 100 Employee

• Senior Process Executive

  • Feb 2022 - Jun 2022

  Work with social media influencers to maximize tools offered by the largest streaming platform to extend their channel's reach and maximize the potential. Work with social media influencers to maximize tools offered by the largest streaming platform to extend their channel's reach and maximize the potential.



Schneider Electric

• Appliances, Electrical, and Electronics Manufacturing
• 1 - 100 Employee

• Business Applications Analyst - Digital Care/ Workforce

  • Sep 2016 - Feb 2021

  • Process owner of the transfer movement request system used for processing the access/privileges of software tools used in the Call Center • Manages/administers Call Center software such as o Avaya Phone System o Avaya Workforce Optimization Select (Call Recording System) o Avaya CRM (Computer Telephony Integration) o Avaya CMS Supervisor o NICE IEX Webstation o Salesforce Provides frontline technical support for users for the abovementioned systems, coordinates with stakeholders and vendors about system and user requirements and issues, provides training, update roll outs for new and old users • Participates and provides feedback in script testing, user acceptance training of new tools and systems to be deployed in call centers • Workforce Management Provides data analysis of the past performance of teams Identified areas for improvement and pain points Worked with data analytics for Tableau dashboard improvements Show less



APC by Schneider Electric

• France
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Technical Support Engineer

  • May 2011 - Sep 2015

  Provide product specific trainings for newly hired technical support representatives that will provide phone support to home/home office users of APC by Schneider Electric Products (Back UPS, Surge Protectors, etc.), up trainings for reps that move up to 2nd level support that deals with SMEs the use the more feature rich products (SmartUPS, Power Distribution Units, Network Management Cards, Netshelter Racks etc.). Provide support to technical support representatives as part of the escalation process wherein they initiate a chat for answers to questions they need help with. Show less

• Technical Support Engineer

  • Oct 2008 - May 2011

  Business Systems Technical Support Engineer December 2010 - May 2011 Added skill set: Power Distribution Units (1PH), Step-down Transformers, Netshelter Enclosures, Automatic Transfer Switches , OnLine SmartUPS. Business Systems Technical Support Representative April 2009 – December 2010 Provides technical support, initial configuration, problem identification, troubleshooting, solution selection involving products including Smart-UPS (Single phase UPS), Powerchute SW (PCBE,PCPE, PCNS), SNMP Cards (AP9617/8/9, AP9630/31) to NA based Network Administrators, Engineers, IT Consultants, SME and residential customers. Consumer Solutions Representative October 2008 – April 2009 Provided over the phone technical support for North American home users of APC by Schneider Electric products such as Back-UPS, Surge Protectors, portable batteries for laptops and other handhelds, setting up software for monitoring/managing the Back-UPS (Powerchute Personal Edition) also provided assistance with Order Status , Product Pricing & Availability Inquiries for product distributors. Show less



TeleTech

• Denmark
• Appliances, Electrical, and Electronics Manufacturing

• Front Line Agent Technical Support Representative

  • Aug 2007 - Oct 2008

  Provided technical support for HP/Compaq notebook users(Pavillion DV Series, Compaq Presario). Includes setting up/troubleshooting wireless home networks, internet connection problems, BSOD, placing Mail in Repairs for hardware problems that were not solved over the phone, software walk-through and pacifying frustrated customers. Provided technical support for HP/Compaq notebook users(Pavillion DV Series, Compaq Presario). Includes setting up/troubleshooting wireless home networks, internet connection problems, BSOD, placing Mail in Repairs for hardware problems that were not solved over the phone, software walk-through and pacifying frustrated customers.