SCM Support

• Aug 2016 - Present

 First point of contact for all Eprocurement technical queries.  Diagnosing & resolving SCM system issues, from internal and external users.  Remotely mentor or assist Support team located at the client site  Make system recommendations for the infrastructure, and system to meet the company’s needs.  Represent the client on Roadshows and Workshops to build system awareness  Customer support and Advisory  Log, resolve and close support calls, and track them using a call tracking system  Create weekly support, and system reports  Conduct Training for internal users  Create user manual guides  Create and test system approval structures  User accounts creation and administration.   Prepare accurate and timely product usage reports  Draft specification document for development of system reports as per client’s requests  Research, diagnose, troubleshoot and identify solutions to resolve customer queries  Test system changes deployed by technical team.  Communicate and capture of product requirements from stakeholders, managing requirements and change requests  Ensure proper recording and closing of all calls logged  Maintain on-site infrastructure; troubleshooting and resolving user queries via telephone, and email.  Enforce IT and security policies across the organization  Configure system settings, and access rights to be in line with eThekwini IT policies.  Proactively train system users; conduct system demos, and create user guides; to ensure business continuity.  Periodically conduct user surveys to maintain excellent customer service.  Update management on system calls logged and unresolved issues, to prepare project milestones and future system updates.  Provide system support during product backlog grooming; prioritization and the subsequent development process Show less

Junior Network Administrator

• Jan 2015 - Apr 2016