I am working at TE Data as Data Center Engineer from 6/2014 till now, which Utilize technicalexpertise in providing first-line support, monitoring, and providing maintenance for TE Data internetservice provider and hosted solutions. Support, monitor and maintain TE Data’s solution andscheduled jobs. Recommend continuous improvements of TE Data solutions. Provide second-linesupport for issues raised by other TE Data teams (Call Center, Enterprise and NOC). Providecustomer support via telephone and e-mail. Monitor and ensure optimal performance of data centerfacility. Install, configure, and administer various systems. Use strong troubleshooting skills inisolating and solving problems.

To delegate appropriate tasks in an effective mannerTo identify and review expected service levels and quality goalsTo provide performance incentives and rewardsTo use tools (e.g. data bases, spread sheets) to manage data and to allow for analysisTo manage call volumes, e.g., peak timesTo be resourceful in finding information considering industry trends and historical dataTo provide timely notification to management of negative trends, urgency of issue, or extent of required follow upTo determine if problem requires action from a higher level of authorityTo conduct team meetingsTo determine outcomes for poor performanceTo monitor progress of agents performance objectivesTo track and monitor call center performance.To handle escalated inquiries to customer’s satisfaction.To represent the technical support center to internal and external customers.To ensure exemplary customer satisfaction processes.To ensure first call resolution (FCR)Home Business - Customer Care - Regional Field OperationsTo resolve all complaints, concerns and issues in a timely and diplomatic mannerTo demonstrate knowledge of TE Data’s expectations, e.g., internal standards or service level agreementsTo set priorities to ensure continual satisfactionTo participate in the work of the call center during peak periodsTo perform any other duties requested by the Direct Manager.

The purpose of this job is to provide a first class telephone and email service to all external and internal customers whilst maintaining accurate and detailed system notes