1. Understanding of client’s issues, diagnosing the problem by using an internal knowledge basis, reproducing the issues, and following the support workflow until issues are resolved.
2. Managing and prioritizing incoming customer inquiries.
3. Documenting and tracking all activities in the ticketing system.
4. Collaborating with peers and other departments to resolve issues and meet SLAs.
5. Participating in & and helping schedule calls with global clients and working in other time zones as needed.
6. Working on special projects as required.
7. Monitoring the SaaS solutions and the cloud environments they run on and helping clients enjoy solutions.
8. Collaborating with the cloud team to report resource issues.
9. Bug reporting and escalation of bugs to the product team.

Level 1 and Level 2 support company products.
Escalating, resolving, and generating issues on the JIRA Service Desk and Live Agent.
Providing online technical support to Clients via support desk Emails.
Reduced technical escalations to the development team.
Promptly report any unresolved problems to concerned teams.
Providing Back Office Support of company product.
Participated in CMMI 2.0

Level 1 and Level 2 support multi-node cluster systems (Facade, Uber).
Troubleshoot and monitor servers using Zabbix, Linux, and Kibana.
Amazon Web Services and DevOps machines.
Monitoring and restarting EC2/Cloudwatch/ELB/IP Whitelisting on AWS.
Generated keys on AWS.Adding and removing instances.
Added new clusters to the repositories.
Installation of Ubuntu.Monitoring and troubleshooting Tomcat/Glassfish/Elasticsearch/Logstash/Nginx. Escalating, resolving, and generating issue-related tickets on the JIRA Service Desk.
Played a role as a bridge between the client and Irdeto.
Deployment and maintenance of PfSense.
Providing online support to clients via calls and emails.
Trained team for the new features of the product and held weekly meetings for the performance analysis.
Provided technical support within the organization.
Reduced technical escalations to management.
Possess a beginner\'s knowledge of SQL.

Back Office System Support for Hardware, Software & Network, troubleshooting and installation of
hardware, troubleshooting of email problems on M.S Office 365.
Management of I.T Support Help Desk.
LAN Troubleshooting & Maintenance of LAN/WAN and a network of 1300 nodes.
Introduce and integrate new technologies into existing data centre environments.
Replacing failed hardware and addressing system problems.
Tracking system capacity (CPU, memory, disk space, etc.) and reporting/correcting any issues.
Installing software upgrades, security patches and monitoring for intrusion signs.
Assessing where the company stands as far as IT system performance/efficiency, compared to where it would like to be, and compiling recommendations on how to improve performance.

Define software, hardware and network requirements.
Analyze IT requirements within companies and give independent and objective advice on the use of
IT.
Develop agreed solutions and implement new systems.
Present solutions in written or oral reports.
Purchase systems where appropriate.
Design, test, install and monitor new systems.
Organize training for users and other consultants.
Liaise with staff at all levels of an organization.