Monica Matta Email & Phone Number

Mississauga, Ontario, Canada

 Technical Support for EndoPRO iQ for hospitals in Ontario and Québec. Troubleshooting inbound and outbound HL7 messages to communicate with EHR systems. Configuring Hl7 interfaces. Run verification tests for Software EndoPRO QiQ developed for Québec ministry of Health. Software and Database deployment on Servers, DELL Capture Computer and Workstations.  Providing trainings in English & French for customers as well as internal colleagues. Managing the whole translation process for content and Data  Providing Internal IT Support to Pentax Canada Office.

Egypt

Applying technical expertise using operating and diagnostic procedures to resolve customer issues. Effectively communicating procedural and technical issues to customers in a fast paced and customer critical environment.Experience: RecoverPoint in physical and virtual environments, VMware basic expertise, logs analysis & Linux kernel.Participated in virtual team (Dell EMC Egypt fun crew, to increase teams’ motivation and add fun to their jobs).On the Spot Award: from a customer after outstanding support.

Egypt

Advanced second level support for Microsoft Messaging services (Outlook, Lync, Skype for Business & SharePoint) in office hours and on-call basis.Incident Management: Troubleshooting and diagnosing problems in existing network structures and/or customer servers leading to effective problem resolution to meet requirements of Service Level Agreements and contractual commitments to customer. Change Management: Apply and Validate changes to server, application configuration or architecture, as requested by the customer or by engineering teams. Proactive service maintenance using SCOM 2007/2012R2 to maintain service availability and reduce risk Utilizing Symantec Enterprise Vault to export customer archived emails.

Egypt

First level support for Messaging (Outlook, OWA, SMTP relays) & Security Services (Proxy, Firewall, BigIP).BioMérieux & SGS: SPOC providing special support for the French customers.Diagnose fault-related cases both proactive and reactive by effectively utilizing software diagnostics and other networks/products utility programs wherever possibleProvide continual updates to the Customer and use internal escalation process when necessary to meet contractual and performance objectives.Document all troubleshooting and case management actions via the ticketing systems.Local Award for outstanding performance.

Egypt

Assist with managing all outstanding incidents and escalations, ensuring that these are referred to the correct resolution group (which can be internal or 3rd party suppliers)Escalate Incidents at risk of breaching Service Level Agreement following the Internal Escalation Matrix.Follow up with Field Engineers and Spare Parts needed onsite.