Product Solution Specialist

• Jun 2022 - Present

Technical Support Engineer

• May 2021 - May 2022

Provided onsite & remote support to customers with Installation, servicing / maintenance, testing, commissioning of Intruder Alarm Systems, IP Surveillance Systems and Access Control Systems or related equipment. Client training and demonstration of systems to explain the systems working and functionality. Reported to Tech Lead ► Technical Support Service | Using TeamViewer to provide programming, troubleshooting for customer support, liaising with R&D department to address system bugs & complex issues. ► Problems & Root Cause Analysis | Performed root cause analysis, running diagnostics, testing patches, applying workarounds working with Level three support, engineering teams, and internal support teams to comply with SLA. ► Product Training | Delivered a range of product training regarding newly released products and internal & external customer training on time. ► Customization Management & Deployment | Provided firmware customization out of the most recent version based on customer requirements. Lead firmware deployment on time after sufficient testing in a controlled environment. ► Stakeholders | Collaborated with internal stakeholders including Project and Solution Managers, Technical Leads. Show less

Senior IT Service Management Engineer

• Oct 2016 - Jan 2018

Managed and resolved Helpdesk requests, diagnosing application and systems incidents logged by staff and customers. Performed Root-Cause analysis on Problem Management requests and collaborated with the Service Manager to ensure SLA compliance. Performed application upgrades for the CRM system and collaborated on Change Proposals. ► Reporting Structure: Managed Services Manager, Project Manager ► Team Leadership: Direct Reports - 3 | Functional Reports - 10-20 ► Managed Project Budget: $US 50M ► Oversaw Project Team: 200 members ► Full Lifecycle Project Experience: 5 projects from inception to delivery ► Total Projects Contributed To: 5 MANAGED SERVICES DELIVERY AND SUPPORT ► IT Service Management (ITSM) | Using ITIL, prepared and reviewed Service Level Metrics, Operations Metrics for service delivery, ensuring all reporting and SLA times were met across Service Desk. Sysadmin for wireless. ► Infrastructure | Level 1, 2 support for applications, in 3 locations in Netherland in 2 data centres for 1M users. ► Problems & Root Cause Analysis | Performed root cause analysis, running diagnostics, testing patches, applying workarounds working with Level three support, engineering teams, and internal support teams to comply with SLA. ► Change Management & Deployment | Deployed over 10 changes to database platforms and the KPN CRM system. Designed change implementation procedures for database platforms and the KPN CRM system. ► Project Delivery | Collaborated on 5 projects, worth up to $US 50M for up to 1M end users. ► Stakeholders | Collaborated with internal stakeholders including Project and Program Managers, Technical Leads. METHODOLOGIES & FRAMEWORKS: ITIL, SLAs TECHNOLOGIES & TOOLS: CRM, SharePoint, Trello, MS Project Show less

Software Test Engineer

• Apr 2016 - Oct 2016

✅ Supported CRM system, ensuring reliability and optimal performance. ✅ Conducted thorough testing for quality assurance and accuracy. ✅ Developed a support knowledge base for efficient incident resolution. ✅ Played a role in major version releases of the CRM system. I contributed to software excellence through collaborative efforts, adapting to evolving landscapes, and embracing innovation. #QualityAssurance #SoftwareTesting #TechnicalSupport ✅ Supported CRM system, ensuring reliability and optimal performance. ✅ Conducted thorough testing for quality assurance and accuracy. ✅ Developed a support knowledge base for efficient incident resolution. ✅ Played a role in major version releases of the CRM system. I contributed to software excellence through collaborative efforts, adapting to evolving landscapes, and embracing innovation. #QualityAssurance #SoftwareTesting #TechnicalSupport