Quality Assurance Lead

• May 2022 - Present

Acquired Skills:Providing comprehensive support for MDM services across Android, iOS, and Chromebook OS platforms.Expert troubleshooting of issues pertaining to MDM functionalities on Android, iOS, and Chromebook OS.Proficient utilization of Jira and Zandesk reporting software for efficient issue tracking and resolution.Assisting customers through various communication channels, including email, telephone, and video conferencing.Facilitating effective communication between developers and QA agents.Conducting QA tasks such as regression testing on different device OS builds, extensions, and the Mobile Guardian portal.Thoroughly documenting and reporting front-end and back-end bugs and defects.Creating comprehensive regression test documents to ensure thorough testing of MDM features.Developing knowledge base articles to provide valuable resources for issue resolution.Generating well-organized confluence documents for streamlined collaboration and knowledge sharing.Conducting training sessions for QA agents to enhance their skills and proficiency.Managing the QA team to ensure smooth operations and efficient delivery of services. Show less

Technical Support Agent

• Jul 2021 - Present

Support Engineer

• Jan 2020 - Jun 2021

Acquired Skills: Proficient in supporting and troubleshooting satellite services and equipment for vessels and remote sites worldwide. Skilled in setting up vessel devices by configuring multiple DHCP and static LAN IP ranges. Experienced in configuring various WAN profiles on ship devices and prioritizing WAN connections for failover scenarios. Proficient in providing remote support using command terminal (SSH), TeamViewer, Microsoft Remote Desktop, and AnyDesk. Skilled in analyzing system log files to identify and resolve issues. Knowledgeable in applying firewall settings on vessel equipment, including adding allow and deny rules for specific IP addresses and ports. Proficient in utilizing Cisco ASDM to apply firewall settings on vessel equipment, including configuring allow and deny rules for specific IP addresses and ports. Experienced in setting up URL filtering, mail filters, and forwarding on systems and devices. Capable of creating vessel user accounts and mailboxes for efficient communication. Activating SIM cards on various packages. Configuring SIM cards with APNs, PDP context, telephone, and fax services. Assisting with SIM top-ups for seamless connectivity. Applying SIM-level firewalling to ensure enhanced security. Supporting account managers by generating reports from SQL databases. Running basic SQL queries for data retrieval and analysis. Extracting usage data (CDR usage for voice and data) for customers and account managers. Handling internal and external escalations promptly and effectively. Conducting IP traces to diagnose and resolve network issues. Preparing and testing new hardware for customers to ensure smooth deployment. Assisting service technicians in troubleshooting onboard vessels. Monitoring email traffic between ships and shore for efficient communication. Logging cases with network providers and service providers for issue resolution. Implementing data usage and spend controls to manage customer accounts effectively. Show less

Senior Technical Support Engineer

• Mar 2016 - Jan 2020

Acquired Skills: Supporting and managing various client digital signage screens on ADSL and mobile networks. Expert troubleshooting of Android and Linux devices, specifically Fedora and Ubuntu. Providing remote support through command terminal and TeamViewer for efficient issue resolution. Reporting and escalating faults to regional managers and Network Directors. Configuring routers with port forwarding to ensure seamless connectivity. Setting up devices for LAN and WLAN connections for optimal network performance. Offering remote support to field technicians and contractors for on-site issue resolution. Utilizing relevant systems and software to accurately capture all interactions with clients and networks. Creating user accounts for new clients to facilitate their access and usage. Generating comprehensive system reports to track performance and identify areas for improvement. Developing weekly reports on proactive network checks to ensure network stability. Creating troubleshooting guides for various client solutions for quick issue resolution. Capable of stepping in as a stand-in for a team leader when needed. Ability to work under pressure and effectively prioritize urgent queries. Show less

Social Media Specialist

• Dec 2015 - Feb 2016

Acquired Skills: Providing support for various social media platforms, including: Facebook Twitter MyBroadband Responsible for: Customer service and support for Telkom's social media channels. Responding to and assisting customers with queries regarding technical support, fault reporting, and order inquiries. Acting as a Telkom Community Forum Moderator, engaging with users and addressing their concerns. Handling escalations from senior management, ensuring prompt and satisfactory resolution of issues. Show less