• Gather detailed requirements from end-customers and design PBX, contact center, and WFO solutions tailored to their needs.• Install and configure PBXs, SBCs, and contact center servers, while coordinating the integration of CRM software with these solutions.• Interface with customers on operational issues, facilitating communication and driving issues to resolution using standard operating procedures.• Utilize network diagnosis tools to track and create issues, provide run-time application administration based on logs, alerts, and diagnostic reports, and perform root cause analysis.• Design and implement effective inbound and outbound call flows, and troubleshoot QoS-related issues.• Debug application issues by analyzing server logs and drive implementation issue resolutions as reported by project teams and customers.• Provide hands-on troubleshooting support, engage product houses as needed using established escalation processes, and communicate effectively with internal and external clients.• Create solution design documents for customer sites and provide regular status reports to management.

• Provide analysis and response to 1st level EFPOST queries within set SLA’s, from first response times to final resolution. Meet set SLA indicators with incident progress and action plans.• Communicate with customers to better understand issue and points of error.• Act as secondary 1st level technical support for Ecom merchants providing analysis and response to queries within set SLA’s.• Assist with the delivery of projects to meet customer demands for implementation of new Windcave product deliverables.• Assist where required with updating Eftpos Share Point documentation and or training materials when requested by senior member of your workgroup and workgroup team leader.

• Providing customers by facilitating Noel Leeming Services including Setup & Installation, product troubleshooting, learning session, subscription etc. at varied levels across businesses.• Responsible for fulfilling services via several different channels, including but not limited to; customer homes, commercial or educational facilities, Noel Leeming stores, or any other stores operated by The Warehouse Group and via remote based team.• To know and provide training and support on a wide variety of products and services.• Contributing to the company’s Services sales and EBIT performance by supporting customers and stores where required• Create material for group and individual workshops.• Administer, provision and sign up customers to services provided by Noel Leeming or third parties.• Use existing tools to provide First Call Resolutions for our customers• To conduct self in a professional manner at all times, this also covers personal presentation, demeanor and driving Company vehicles.

Worked on setting up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.Leveraged AWS cloud services to enhance IT infrastructure, including provisioning virtual machines on Amazon EC2 and managing data storage on Amazon S3.Implemented software updates and vulnerability patches on PCs to prevent possible threats from penetrating networks.

Worked as IT Technician where following tasks performed :-• Observed system functioning and entered commands to test different areas of operations.• Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.• Replaced laptops and desktop systems on-site while minimum interference to business.• Assisted in the technical support process refinement to improve customer service and support.• Installed software updates and vulnerability patches on PCs to prevent possible threats from penetrating networks

• Supporting senior engineers by troubleshooting and solving problems promptly. Identified and implemented the most efficient and acceptable resolutions to complex application problems.• Fostering and maintaining a collaborative professional working relationship with the project leadership team and client.• Enhancing the performance of the project (Web Content Management) based on user feedback which enables business user’s overall management for product catalog assortment on Adobe Experience Manager (AEM) platform