 Troubleshoot problems reported by customers and help solve technical issues
 Answer questions from customers as well as prospective customers about the features and capabilities of our solutions
 Develop customer-facing documentation for our solutions on an as-needed basis
 Communicate customer needs and wishes to our product team.
 Log and track customer issues, and communicate status back to the customer
 Address issues resulting from application monitoring to ensure system availability

 Logs incidents and requests accurately
 Provides first line investigation and diagnosis of incidents and requests
 Troubleshoots moderate to complex issues and requests as they relate to client technologies
 Troubleshoots the cause of problems, not just the symptoms, taking action to prevent problems from recurring
 Resolves issues in the prescribed time limits; otherwise escalates to appropriate level 2 personnel and follows standard operating procedures as agreed upon with the client regarding ticket ownership
 Participates in efforts to continuously improve Level 1 performance in the areas of issue resolution efficiency, data accuracy, escalation accuracy, response times, and customer satisfaction
 Adheres to corporate policies and defined service level agreements
 Helps to maintain a knowledge-base by documenting known errors, workarounds, procedures, and application specific information
 Reports status, issues, and timelines to management staff for critical issues being worked
 Provides coverage for all modes of communication: chat, e-mail and messages on tickets
 KBR articles writing

Worked as Internee Web app developer and SQA Engineer
 Working as QA Engineer for almost one month to broaden up my horizons
 Participat in customer trainings to get product knowledge
 Write and review test cases
 Validate final installation document
 Seeking for learing Automation (Selenium) C#

Dispatch Officer
• Supervision of Workers
Assistant IT Officer
• Manage IT field regarding to Dispatch and Workers