- Perform solution configuration and integration activities in customer test and production environments- Analyse, prepare, implement and verify the configuration and integration of the nodes, network, system- Use knowledge of telecommunication networks, data communications and IP networking to resolve issues- Assist customers with identifying and specifying hardware and software needs to address business requirements, aligning with IT standards.- Responsible for management of the team webspace to facilitate knowledge sharing and transfer- Regularly contribute content to the knowledge share and present Ericsson Expert Analytics overviews to other team members- Created a starter pack for new employees to assist in the onboarding process of new hires

Google for Work Chrome, Mobile, Migration and Sync Specialist- Field incoming help requests from end users via both telephone and work orders in a courteous manner.- Document all pertinent end user information and build rapport and elicit problem details from customers.- Prioritize and schedule problems. Deal with escalated cases and escalate problems as required to the appropriately experienced technician.- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution and apply diagnostic utilities to aid in troubleshooting.- Identify and learn appropriate software and hardware used and supported by the organization.- Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.- Test fixes to ensure problem has been adequately resolved.

Google for Work Quality Lead- Ensuring continuous adherence to the quality guidelines with a strong focus on customer experience.- Reporting results and project updates to senior management and key stakeholders.- Training new hires and planned roll-outs of refresher training for any identified knowledge gaps.- Making sure that agents are performing to a high standard and meeting client requirements.- Liaising with managers to implement performance improvement plans.- Making sure that the quality standards are clearly set up and are communicated to all agents.- Investigating incidences of staff non-compliance of quality procedures.- Developing and driving continuous improvement initiatives based on root cause analysis.- Providing feedback to agents on their areas for improvement and their points of excellence.