Customer Support Lead

• Feb 2023 - Present

Customer Support Engineer

• Apr 2020 - Feb 2023

Level 3 Technical Analyst

• Jun 2018 - Mar 2020

• Respond to level 3 queries and requests via phone email and face to face interactions in a professional and prompt manner within agreed SLAs.• Co-ordinate the deployment of software updates and maintain current versions.• Automating the processes using Power shell scripting.• Maintenance of Production Databases using SQL to resolve issues and improve performance, integrity and stability.• Conduct root cause analysis and report to the Product and Engineering teams.• Wherever possible, documenting new processes for support issues, so that they can be repeated and handled by Level 2 support.• Prepare reports, statistics, results and other information required accurately and on time. Show less

Level 2 Technical Analyst

• Sep 2017 - May 2018

• Logging and attending to all technical support related requests via phone, email and fresh-desk tickets.• Installation and setup of MedAdvisor software.• Liaise with internal and external IT parties to provide technical information on environment and communication requirements. • Monitoring connectivity of software and performing maintenance when required.

IT Quality Analyst

• Feb 2016 - Apr 2017

• Manual testing of complex web applications, UI Application testing for web, desktop and mobile Platforms and ensuring functionality is released to highest standard • Writing and maintaining comprehensive test plans, test cases, executing & reporting using the tool-JIRA • Isolating hidden bugs, managing incidents and verifying issues in the Database via SQL Server Management tool. • Performing regression testing when bugs are resolved • Sharing knowledge, ideas and information by closely working with team of developers, business analysts and project managers to solve the complex problems (Agile environment) • Reviewing requirement specifications and technical design documents to provide timely and meaningful feedback. Show less

Business Analyst

• Jun 2015 - Aug 2015

• Responsible for performing AS-IS analysis, Gap Analysis that's designed to improve business processes and contribute to cost savings • Flagging up potential problems at an early stage. • Working with business owners to develop solutions. • Identifying client business requirements and functional requirements. • Developing maps and flowcharts for the sequential flow of the project. Achievements • Built a website with the team by providing complete solution for the client. • URL - http://littlecupcakes.com.au/ Show less

Team Leader (Customer Service)

• May 2014 - May 2015

• Liaising with a wide range of people and providing excellent customer service • Daily Reporting using MS Excel about financial targets (KPI) and stock ordering from clients • Cash handling and till reconciliation • Answering customer questions and complaints resolution • Liaising with a wide range of people and providing excellent customer service • Daily Reporting using MS Excel about financial targets (KPI) and stock ordering from clients • Cash handling and till reconciliation • Answering customer questions and complaints resolution

Internship - Desktop Support/Maintenance

• Jan 2013 - Jun 2013

• Providing technical support to the customer over the phone and via emails • Post sales technical assistance • Troubleshoot hardware and software issues • Maintaining and configuring office computer networks (VPN) • Installing and configuring company software and upgrade whenever necessary • Liaising with other departments to ensure work is delivered in accordance within SLA. • Providing technical support to the customer over the phone and via emails • Post sales technical assistance • Troubleshoot hardware and software issues • Maintaining and configuring office computer networks (VPN) • Installing and configuring company software and upgrade whenever necessary • Liaising with other departments to ensure work is delivered in accordance within SLA.