Serigne Fall

* Designing/creating plans and ensure whether the quality requirements adhere to the organization’s policies * Listening to and monitoring associate calls, emails and chat interactions for customer experience according to specified policies, thresholds, and procedures * Developing, aligning, implementing, measuring and reporting on customer quality evaluations, providing feedback and reporting to our leads. * Supporting a culture of meeting and exceed a quality customer experience satisfaction scores.

* Provide technical assistance and support for incoming queries and issues related to computer systems, software and hardware * Resolve technical problems * Follow up with customers to ensure issue has been resolved * Gain feedback from customers about computer usage * Proactive ServiceNOW Queue Management * Updating the knowledge base

* Maintaining and troubleshooting UNIX based servers * Switching (Wireless DSL and Ethernet) and Routing * Evaluating equipment status and creating replacement tickets if necessary * Working with technicians dispatched onsite - providing guidance and remote support * Assisting customer's IT departments and Regional Information Technology Directors in handling, adjusting and troubleshooting network infrastructure. * Operating on Linux Servers, * Providing Proactive Monitoring on Hotel's Equipment

* Providing support via phone, chat and e-mails * Troubleshoot technical issues * Communication with 2nd and 3rd support line * Support: Windows 7 full administrator support for end client computers Microsoft: Office, Internet Explorer 11, Lync 2013 Other applications: Adobe, IBM, SAP, Citrix etc * Providing support for company's iOS and Android mobile devices. * Mobile Iron administration – managing user accounts

Ensure service continuity of networks infrastructures ( LAN, WAN, WLAN…) for customers * Network support * Installing, configuring, operating, and troubleshooting medium-size routed and switched network * Transition of knowledge * Supporting customer and aiding in resolving technical problems * Co-ordinating between technical teams and supervising of the process of resolving problems by the engineers and updating client on the progress of work.

Ensure service continuity of networks infrastructures ( LAN, WAN, WLAN…) for customers * Network support * Installing, configuring, operating, and troubleshooting medium-size routed and switched network * Transition of knowledge * Supporting customer and aiding in resolving technical problems