Mohammad Arif Email & Phone Number

United Kingdom

Birmingham, England, United Kingdom

Birmingham, United Kingdom

Mentor of a busy helpdesk environment supporting users internationally with route optimization software along with junior level exposure to programming.Responsible maintaining successful and profitable relationships with customers through effective system testing, documentation, maintenance of customer records and assistance for the support and training functions.Second line customer support for all PTV Group software to UK clients and partners:Resolving customer issues directly where possible, including accessing customer installations using remote control and access methods.Referring calls to developers or account managers where appropriate and progress chasing resolutionIdentifying cases where training is required.Maintaining supporting documentation for DPS products including: Training manuals, Reference guides, Help files, Release notes.Software testing including bug fixes and new development. Documentation of changes and new features.Liaison with the technical department regarding software development, either in core products or as bespoke work in consultation with the support and implementation personnel.Development of long-term profitable relationships with customers, including identification of further commercial opportunities.Assisting commercial managers, particularly with data modelling, but also with any assistance required for the sales effort, including attendance at sales presentations where appropriate.Consultancy work for customers, including depot location, fleet configuration, network design, etc. This may be done independently or to assist other consultants and will include direct liaison with customers and presentation of results either on site or at Halesowen.Assisting with training courses, including delivery of elements of the course.

I initially started as DPS as a first line support technician supporting the Route Optimiser range of products, as my knowledge of the products grew I began working alongside the developers in helping debug new features and product testing. With the support team expansion, it allowed me to extend my role and act as a buffer between the support team and development team. With my experience of how the customers use the software this allowed me great influence on new product features and direction.Key pointso Visit customers on site to help make the best use of the softwareo Helping companies make the best use of their distribution fleeto Help streamline the drop sequences for routeso Help reduce the CO2 and cost by the use of the company softwareo Resolving customer issues directly where possible, including accessing customer installations using remote control and access methods VPN, Citrix, RDP, TeamViewer and GoToMeetingo Maintaining supporting documentation for DPS products including: Training manuals, Reference guides, Help files, Release noteso Dealing with customers regarding their accounts over the phone, E-mail and web linkso Logging calls in the support database (Salesforce)o Building PC’s from scratch, installing, upgrading and maintaining software and hardware

Using the in-house LX system, managing orders for clients, assigning tasks to various trucks and forklifts.Prioritising and releasing tasks that are critical and due for dispatch.Entering data onto spreadsheets and filing the paperwork accordingly.

Bsc, Software Engineering

Software Engineering

Bsc (Hons), Software Engineering

Upper Second Class; Maths/Stats and Computing

Education record

Maths, English, Physics, Chemistry, Biology and Urdu

Education record

Education record

GCSE's