Technical Support Engineer

Mehernosh H. Amroli

Woodland Hills, Ca *******@*****.*** www.linkedin.com/in/mamroli/ 818-***-****

SUMMARY

A highly motivated professional with over 20 years of experience in various industries, across different technologies, and job functions with a concentration on 360º process optimization. Vast experience with 24/7 support models, assisting in defining, and establishing and monitoring CSFs, KPIs, OLAs and SLAs. Experience with developing and implementing strategic initiatives, focusing on attaining operational excellence. Possess excellent communication and problem solving skills with the ability to forge strong cross-functional teams while coaching through influence and creating “can-do” multi-cultural environments.

CORE COMPETENCY

Strategic Planning

Documenting Processes

Process Improvements

Process Training

Team Building/Leadership

Communication skills

Work cross-functionally

Strong analysis and problem solving skills

Customer Focus

Goal Setting

Workflow Diagrams

Project Management

Soft Skills

Proactive

Ability to multi-task

SWOT Analysis

Risk Mitigation

GAP Analysis

CERTIFICATIONS

ITIL V3 Foundation

ITIL 2011 Service Operation

ITIL 2011 Service Design

ITIL 2011 Service Transition (In Process)

6 Sigma Green Belt

Certified ScrumMaster

HDI – Service Center Team Lead

MCP in Windows XP

PROFESSIONAL EXPERIENCE

Amgen, Thousand Oaks, Ca. 2015-Present

Principal IS Business Systems Analyst (Contractor) Dec. 2015 –Present

Project Coordinator Jan 2017 to Present

Maintain meeting minutes, decision log, and action items log

Design Visio diagrams to visualize workflows and responsibility using swimlane diagrams

Provide reporting support to the project team

Provide support during the Project Planning Phase

Schedule and lead meetings or workshops for project team and relevant stake holders

Develop and present Project Presentation Materials

Release and Deployment Coordinator Mar. 2016 to Present

Coordinate Enterprise Release schedule for Infrastructure

Ensure Release & Deployment SOPs are followed

Participate in Enterprise CAB Meetings

Report on previous month and upcoming scheduled change events

Communicate upcoming scheduled change events

Ensure Adherance to IT governance and ITIL process

Data Analyst for Ticket handling process improvement Dec. 2015 – Present

Run daily report from ServiceNow of all Incidents and Items that have been re-assigned more than 4 times tickets.

Use Excel and Pivot Tables to perform Data analysis

Analyze the tickets to determine if the routing was correct based on the analysis as it progressed or if the ticket was misreported to one of more resolver groups.

Audit/check ticket quality evaluating notes, KB Articles, and ticket categorization

Monitor aging tickets i.e. “Awaiting for Customer” follow up and ensure tickets are addressed/resolved

Coordinate/monitor the mitigation progress to ensure actions are completed as planned

Run/coordinate multi-vendor operation meetings to ensure issues resolved in timely fashion

Ensure Adherence to IT governance and ITIL process

Pharmavite, LLC., Northridge, Ca. 2015-2015

Client Services Contractor May 2015 – Dec. 2015

Managed relationship with overall IT team

Worked with business unit to define needs and arranged appropriate resources

Conducted an Organization Behavior Assessment of Helpdesk team members

Conducted an Job Analysis of Helpdesk team members

Interviewed team to understand, document, and evaluate current work flows and processes

Analyzed, defined and documented workflows and processes by creating Standard Operating Procedures (SOPs)

Design Visio diagrams to visualize workflows and responsibility using swimlane diagrams

Implemented rotation schedule for team building, training and development

Created Checklists to ensure high quality in service delivery

Established centralized Asset Management across multiple locations with min/max levels of inventory

Worked with Management to establish OLAs and SLAs

Established and monitored Metrics, CSFs and KPIs

Updated Asset Management and Tracking process

Updated system ordering and deployment process for faster delivery to End-User

Disposed obsolete hardware

Participated in Enterprise CAB Meetings

Ensured Alignment of Upstream and Downstream Process

Assisted in transition (Design, Testing, Training and Roll-out) of ServiceNow Incident Management and Request Modules.

Northridge Consulting Group, Northridge, Ca. 2015-2015

Graduate Research Assistant Jan. 2015 – May 2015

Directly responsible for Manging the City of Los Angeles’ WorkSource and Summer Youth Employment Program (SYEP/Hirelayouth.com) evaluation projects.

Using SPSS and Excel, performed data analysis of the evaluations.

Interpreted gathered data to determine patterns.

Compiled charts, graphs and any other visual aids to present results in the simplest form.

Worked with staff to generate economic impact reports and present results provide recommendations to the City of LA representatives and Workforce Investment Board.

Presented results in the form of written reports and or presentations to all relevant stakeholders.

Designed new methods of data gathering to make process more time and cost efficient.

FPA Technologies, Encino, Ca. 2014-2014

Remote Services Manager Apr. 2014 – Sept. 2014

Managed relationship with overall IT team

Worked with business unit to define needs and arranged appropriate resources

Lead a group of specialists who perform simple to complex tasks

Monitored, Assigned, and Escalated Tickets

Enforced client SLAs

Set client expectations and provided timely updates to ensure positive outcomes and Handled customer escalations

Consulted with Technical Account Managers to establish new services for clients and ensure proper expectations

Established and monitored Metrics, CSFs and KPIs

Created Weekly, Monthly and Quarterly reports using Excel to update stake holders on current and open issues

Analyzed Data using Pivot tables and charts to identify trends, moving averages, support engineer productivity over time, and types of issues reported

Monitored staff and managed progress toward chargeability goals and analysis of staff utilization, overtime hours, and potential recruiting needs

Met with Clients and conducted Voice of Customer Meetings and presented feedback to management team and Technical Account Managers

Ixia, Calabasas, Ca. 2006-2013

Technical Support Manager/ Project Coordinator Apr. 2012 – Nov.2013

Managed relationship with overall support team

Provided escalation path for all client facing needs

Partnered with the business as a representative to define needs and arrange appropriate resources

Lead a group of specialists who perform simple to complex tasks (on-shore and off-shore)

Managed a team, including training, coaching, and facilitating the performance management process

Monitored, Assigned, and Escalated Tickets

Followed up with support engineers on open cases and help facilitate ticket escalations or ticket closure

Interacted with customers and handled customer escalations

Defined and monitored KPIs which included SLAs and time to closure; presented to full management team using charts and pivot tables

Created Weekly, Monthly and Quarterly reports using Excel to update stake holders on current and open issues

Analyzed Data using Pivot tables and charts to identify trends, moving averages, support engineer productivity over time, product lines, software/software versions, hardware types

Created and presented “Hot Site” Reports to executives ensuring visibility to customers experiencing various issues using pivot tables and charts, resulting in improved response time and in a more satisfied customer base.

Consulted with Technical Account Managers and Sales Engineers to establish new services for clients

Analyzed and recommended corrective procedures resulting in better performance tracking

Point of contact for Regional Sales Team regarding expediting Customer Escalations to insure the timely and expeditious response to customers.

Reviewed and enhanced Best Practices, analyzed established internal and external procedures, and recommended and implemented solutions to resolve descrepencies resulting in uniform global procedures.

Strategize with the Global Support Management teamon planning, change management, training needs, budgeting, developing success criteria.

Assessed the current processes and work flows, gathering requirements from Stakeholders, developed Business Process Maps, and translated from AS-IS to TO-BE resulting in more time and cost effiecient processes, increasing team productivity and improving relationships with other departments.

Interact with business leaders and business users to develop use cases

Engaged with Cross-Functional teams (Enginnering, QA, Operations, Marketing/Sales) to improve product functionality and quality.

Project Management on internal projects, proactive support initiatives and special customer projects.

Provided recommendations for tools and process enhancements

Worked with different Collaboration Technologies to accomplish projects and improve daily operations

Worked cross functionaly to resolve customer issues

Worked with global managers to ensure proper Customer Expectations are met

Worked with global managers to plan strategic enhancements of Customer Expectations

Worked with global managers to plan strategic growth of Global Support team

Technical Support Engineer Tier I Supervisor Sept. 2008 – Apr. 2012

Created training documents, including Step-by-Step Procedures with screen shots, resulting in process standardization.

Provide escalation path for all client facing needs

Subject Matter Expert on Ticketing System and product licensing allowing for refinement of processes resulting in effeciency and productivity improvements.

Negotiated and Established goals for Tier 1 team, coached team and provided feedback

Collaborated with upper management resulting in improved team profiencies and moral.

Established a schedule to respond to Customer Support Service Requests resulting in the deployment of personnel to address the issues in a timely fashion.

Technical Support Engineer Tier I Dec. 2006 – Sept. 2008

Responsible for providing telephone and email support, assisting customers with operations and configuration of the company’s hardware and software. Assisted customers with reported product failures and taking actions to resolve issues resulting in achieving customer satisfaction.

PREVIOUS EXPERIENCE

Previous experiences included; a Technical Analyst Level I for ISWest in Agoura Hills, an Assistant Manager in the Remittance Processing department for MCRB Fullfullment, Northridge, CA, a Systems Engineer Intern for Dassault Systems of America, Woodland Hills, CA, a Computer Lab Assistant for the Science Department at California State University, Northridge, CA, and a Jr. Systems Administrator at Soligen Technologies, Inc., Northridge, CA.

EDUCATION

Bachelor of Science, Computer Science, CALIFORNIA STATE UNIVERSITY, Northridge, CA, 2004

MBA, CALIFORNIA STATE UNIVERSITY, Northridge, CA 2015

PROFESSIONAL DEVELOPMENT

Executive Leadership Certificate, UNIVERSITY OF NOTRE DAME, South Bend, Indiana

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