Implementation:▫ Assisting the Product Managers with the handling of project tasks, mainly from a technicalperspective, via integrations with tools and processes.▫ Providing information and guides to clients in order to assist them during the implementationphase.▫ Reviewing technical requirements to provide the best solution which targets the clients need.▫ Be the main point of contact for technical implementations and queries, which requests will beeither actioned or distributed depending on their nature or product.▫ Liaising and meeting with the various development teams in order to coordinate and prioritizetasks according to the status of the projects.▪ Support:▫ Managing the CA+ Support infrastructure. Handling application update activities and processmanagement workflow on the JIRA Service Desk and JIRA Confluence portals.▫ Managing the CA+ Documentation process by facilitating knowledge sharing.▫ Maintaining the CA+ Knowledge Base by providing guidance for technical and non-technicalauthors to generate and share knowledge in the form of articles/guides▫ Providing continuous feedback and bringing in new ideas to development in order to create newtools to improve the usability of the existing ones, with a focus on the automation of tasks.▫ Continuously monitoring the CA+ Support activities in order to understand new trends andrapidly responding to them.▫ Providing insights and visibility to the Project and Product Management teams on the supportactivities.

As a Team Leader I am responsible for the coordination of the daily tasks undertaken by the team of Technical Support Representatives. The role involves also monitoring the workload and distribute it efficiently and ensuring the adherence of the team to policies, procedures and processes employed in Technical Support.Detailed description:• Provide pre and post sales phone, email & chat support for GFI products. Deal with delicate situations and upset customers if required and help other members of the team in dealing with such situations.• Promote and maintain a high quality, professional, service orientated GFI image amongst internal and external customers• Supervising assigned group of Technical Support Representatives and direct their daily activities.• Monitor and coordinate the team members to ensure a correct staffing and availability on all the communication methods used in the department (email, phones, chat, remote sessions…)• Meet regularly with the Manager to discuss the situation of the team and its members, as well as providing feedback about implemented processes and how to improve them.• Provide training and mentoring to new and existing members of the team.• Ensure all the members in the team adhere to processes, procedures and policies.• Set up quarterly performance reviews and providing feedback and goals to the team.• Review and approve escalations from members of the team, providing feedback and contributing to raise the overall technical knowledge in the department.• Maintain and continually upgrade technical understanding of GFI products including technologies used within GFI products• Collaborate with other Frontline support teams, PSG, Engineering and other internal GFI departments to help resolve critical product issues and coordinate required training for the team.• Monitor Frontline case queues and distribute work accordingly.• New staff interviewing and recruitment

• Resolve clients' technical questions or problems over the telephone, email and/or internet chat in the areas of system configurations/setup, product functionality and bugs/enhancements.• Convey customer feedback to product development staff.• Keep customer informed of how and when problems are resolved.• Involved in any additional follow up, testing and troubleshooting.• Escalating issues that require it in a timely manner.• Responsible for appropriate referral to other support and quality assurance areas.• Promote and maintain a high quality, professional, service-oriented company image among users.

At Go Mobile, I was in charge of handling customers and assits them in their queries. Our focus was customer care, which duties ranged from mobile to data services. These include:• Customer Relations• Information and Guidelines• Administrative Duties• Up-selling the Company Mobile Products and Services• Troubleshooting re. mobile and internet key services• Tackling Blackberry and BIS queries

• Within this daughter company of GO, I received complete training on customer service skills, policies and procedures of the company and services offered. • Shifting between directory services and GO Plus customer care, I took responsibility of customer support tickets and offered them the support needed.