Saro J. Email & Phone Number

Marseille, Provence-Alpes-Côte D'Azur, France

Yerevan, Armenia

Managing the global technical support team, onsite and remote. The main responsibilities include:• Manage a global team within the company.• Organize and follow up on company objectives within the team.• Manage the team budget.• Mentor and supervise global team.• Private coaching.• Hiring and interviews• 1:1 weekly meeting with the team members.• Ensure the team exceeds the internal Key Performance Indicator KPIs.• Conduct annual and mid-year performance reviews.• Train the team on new processes.• Ensure service level agreements SLAs are always met with the customers.• Ensure that software fixes are compliant to the company rules and regulations.• Protecting personal health information PHI.• Conduct weekly customer check-in meetings.• Conduct weekly sync ups for the global team.• Conduct weekly ticket review sessions for the team.

Armenia

Leading the technical support team, onsite and remote. The main responsibilities include:• Supported Pharmaceutical customers globally, mainly the U.S.A., Europe, and Asia.• Supported the company software application.• Mentored and supervised the global technical support team.• Ensured customer satisfaction is above 92%.• Reported to the Director of technical support.• Trained team members on new tasks.• Assisted team members in complicated investigation.• Identified issues by querying the meta base.• Tier 2 technical troubleshooting.• Troubleshooted issues related to couriers.• Analyzed software errors.• Identified errors related to customer configurations.• Created Jira tickets to follow up with the development team.• Priority 1 coverage and rotation.• Provided Priority 1 and 2 reports Root Cause Analysis (RCA) to the customers.• Conducted post-mortems for Priority 1 issues with cross-functional teams.• Manage customers’ user accounts on Keycloak.• Troubleshoot customer’s user accounts on Salesforce and Okta.• Created documentation on Confluence.• Managed tickets register to better address and prevent issues.

Math, Physics, Chemistry, Biology teacher, with focus on:• Deliver course material.• Prepare and reviewing various course exercises to student.• Assist with homework and teaching time management.• Continuously enhance the course material understanding.

Beirut District, Lebanon

Sole member of the IT department, main responsibilities include: • Layout and supervise power, telephone and data lines installation of the company’s offices; • IT Purchasing; • Document and track all hardware inventory related to clients and company; • Monitor, report, and advise on internet usage, hardware, and IT related matters to management to develop best practices, policies and strategies; • Continuous research on new software, security strategies and technologies in the market; • Present weekly and monthly client update reports about the progress of the company in achieving the clients’ complete integration;• Set up and manage all accounts of the company employees such as: emails, applications, and web interfaces;• Ensure email, data and internet policies and recovery are fully handled and optimized; • Setup the company PCs with clean platforms and specific software for the company’s employees;• Set up company internet, shared storage and printers• Repair defected hardware and prolong its lifetime; • Lead and supervise landline, PMS and POS integrations and ensure completion within timelines such as Cisco, Avaya, Huawei, Oracle; • Conduct technical meetings with Development Team and acknowledge the best approaches to take;• Design new hardware solutions for newly integrating systems to the company’s applications;• Assist in the development and integration of the company’s widget onto the clients Facebook pages and websites;• Deliver a user-friendly documentation for the deployment of the widget; • Setup hardware flagged for deployment;• Inspect client’s network systems, PBX systems, landlines, routers, DHCP servers, switches, and all related IT matters; • Assist clients remotely or on premise; • State and monitor client issues and requests;• Able to provide a clear guidance to clients facing IT issues with the company’s applications; • Report to management upon task completion.

Byblos

Member of the IT support department, main responsibilities include: • Network and active directory maintenance;• Supporting all the IT peripherals in Byblos campus;• Deployment of Windows server with installation;• Management of the AVAMAR installation in all Byblos campus;• Windows and MAC formatting;• Windows and MAC operating system update;• Software installation;• Supporting users with Microsoft Outlook issues;• Supporting users with ESET Antivirus issues;• Assisting users with issues associated with desktop applications;• Installing printers and scanners;• Fixing issues related to printers and scanners;• Desktop and USB virus removal;• Upgrading desktop and laptop hardware;• Desktop and laptop hardware failure testing;• Debugging software problems on desktop and network;• Working as part of a team with IT support to maintain Windows based computers;• Updating supervisors with ticket call progress;• Supervising external companies with printer and server maintenance;• Training and briefing new IT part-timer and student assistant; and• Training new Helpdesk part-timer.

Assistant in the Business Office. The main responsibilities included:• Filled invoices and receipts.• Located records in file system.• Item tagging.• Record keeping.