Samson Alex Kurian Email & Phone Number

Dublin, IE

County Dublin, Ireland

• Establishing account relationships and supporting important operational initiatives
• Create processes to analyze and research new products to meet customer needs
• Investigate customer issues with web service applications to find and communicate solutions to maximize customer satisfaction.
• Serve as focal point for customer issues and capture detailed and accurate information about issues, concerns and enhancements.
• Collaborate with others in support of products, processes and problem resolution. Simulate or recreate user issues to resolve operating difficulties.
• Provide documentation of current processes, improvements to existing processes, and apply existing support knowledge to build out support models for new products and services.

County Dublin, Ireland

• Enhances customer experience by providing high level technical customer service and support according to established policies and procedures
• Serves as technical resource accountable for analyzing, supporting and troubleshooting customer technical support inquires; provides alternate solutions as needed
• Contributes to testing efforts to identify opportunities for improvements with the voice of the customer in mind
• Implements process improvements, formulating recommendations to enhance customer service delivery and minimize inefficiencies
• Assumes responsibility for small-sized projects/initiatives as an individual contributor with specialized knowledge of Mastercard's products/services within a particular discipline
• Reviews customer issue logs and proposes resolutions, escalating issues that require more advanced knowledge

County Dublin, Ireland

• Technical and business support on overall maintenance & development of assigned IT Applications and Systems.
• Participate in divisional initiatives relating to those systems.
• Ensure those systems are maintained in a validated state.
• Act on behalf of the IT group in the ongoing maintenance and development of associated business process end-user capabilities.
• Attend in-person meetings with clients to analyze, troubleshoot and diagnose hardware problems.
• Act as the initial point of contact for all computer and system-related concerns from clients or other employees.

Mumbai Area, India

• Act as the primary technical contact, deliver advanced technical troubleshooting and problem- solving solutions for corporate customers including issues escalated to the highest level of management
• Collaborate with subject matter experts and escalation managers when additional support is needed
• Manage critical issues by setting customer expectations, devise and implement action plans and professionally communicate to all parties involved
• Seeks supplemental training to improve performance and develop specialization.

Master'S Degree, Cloud Computing

Core modules for the course – Cloud Architecture, Cloud Security, Utility Computing, ​Data Storage and Management, Research in Computing.

Bsc, Information Technology, A

Core modules for the course – Data Structures Using C, Programming with C, C++, Core Java, Computer Architecture, Object Oriented.

Bsc, Information Technology, A

Activities and Societies: Computer Association organisation member Event head Creativity Head in Computer association Placement committee.