Jerry Jacob Alapatt Email and Phone Number

MSD Animal Health IntelligenceSense Hub Dairy / Livestock IntelligenceTechnical Services Specialist

Support for The Lines Company• Facilitates and supports changes needed to adapt to changing market demands, technology, and internal initiatives; initiates new approaches to improve results.• Attend customer sites within designated regions - both scheduled and ad-hoc - as required to meet key targets and SLA’s.• Handle a broad range of technical issues from triage to resolution in accordance to SLA’s • Create and update tickets in the ticketing portal with concise and accurate information.• Complete daily checks to ensure IT assets maintained.• Aid in managing the IT asset Lifecyle including but not limited to equipment commissioning/decommission.• Recommend appropriate problem prevention strategies• Proactively seeks advise from senior technical members to troubleshoot complex issues • Source possible solutions or work around for problems or incidences are implanted or if necessary, forwarded to the appropriate teams for implementation.• Proactive prevention of problems through trend analysis, targeted support actions and providing information to your customers.• Raise Change Requests to initiate temporary or permanent solutions to problems as and when appropriate.• Ensure regular updates are provided to all the key stakeholders consistently and without undue delay • Delivers exceptional customer service and provides first touch resolution for our customers.• Follows and responses to changes in best practice within our industry.• Works in partnership with our customers to deliver outstanding customer service and deliver incredible Customer Experience.• Be a trusted advisor for our customers and build a creditable reputation.• Work collaboratively with a multi-disciplinary team• Work with the internal IT teams to plan and execute improvements and projects as required • Work with level 3 and other technical teams to identify and resolve complex problems.• Assist Technical Account Managers with local IT planning and preparedness for disaster recovery.

Support for Fonterra NZ •Change Management preferred Responsibilities.•Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers and end users.•Route problems to internal 2nd and 3rd level IT support staff.•Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution Administer and provide User account provisioning.•Use the Incident Management System to document, manage problems, work on requests and their respective resolutions.•Responds to telephone calls, email, instant messages, and assigned tickets from users.•Assign work orders / incidents to appropriate support teams and follow up until closure.•Provide level 1 remote desktop support and perform other activities based on SOPs Perform useraccount management activities.•Escalate complex problem to appropriate support specialists responsible for activities relating to the evaluation, analysis, and setup of PC-based software products.•Troubleshoot client software and basic network connectivity problems.•Identify, evaluate and prioritize customer problems and complaints.•Provide knowledge transfer of Service Desk operations to next level team.•Windows Server 2008, Windows Server 2012, Active Directory, User account creation for Active Directory, Exchange Mailboxes and Distribution lists •Maintenance MS Office Suite (Office 365) MS Teams & SharePoint Support.•SCCM Desktop EUC tools ITSM ticketing tools such as ServiceNow Expert.•Corporate VPN technologies Support for laptop, desktops, manufacturing and corporate.•To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.•To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions or Reopen Cases.

•Installer coordination / planning – BAU sales and project needs.•Unit QA / Sign-off calls from installers.•Setup and configuration of all hardware/software before shipment.•Coordination of major projects, working closely with the relevant CSM’s.•Inventory Management, Product forecasting, Product Ordering.•Management of Customer Support Tickets.•Escalation of software bugs to the product team.•Oversight of the end-to-end returns process (RMA’s).•Coordination of returns to vendor and/or repair as appropriate.•Coordination of staff rosters to ensure business hours support obligations across ANZ are met.•Management of a support roster and phone redirection to provide cover for any out of ours (priority1) support call.•Oversee level 2 and 3 hardware support.•Provide product demo to new customers.•Execution of the Customer Support process, including triage of support tickets, answering questions and investigation of possible product issues.•Resolving support tickets by assisting the client, where these tickets relate to system configuration or a lack of training; informing the CSM so they can upskill as appropriate.•Being part of a support roster to ensure all Australian and New Zealand support commitments are maintained. •Initiation of an installer visit for a potential hardware fault and initiation of a Return through the RMA process.•Contribute to the maintenance of our self-help documentation.

• First Aid Support. • SAP consultant.• Department Inspection.• Support Merchandiser.• Assist fresh foods manager maximizing the sales and achieving specified profit margins.• Conducting new employee induction and training.• Managing expenses, stock level and department team.• Actively sets, monitors and maintains consistently high standards of customer service.

• Customer Satisfaction.• Assisting customers with their enquires.• Assist in ensuring 100% price integrity in the department.• New employee training.• Supervising the department team in the absence of manager.

• Requirement analysis for ERP solution.• POS IT support.• Network troubleshooting.• Software Installation and handling version updates.• Coordinated Third party IT development team for implementing ERP solution.• Documenting functional and end user support documents.