Otar Kveselava Email & Phone Number | · Manage the help desk team and evaluate performance · Ensure customer service is timely and accurate on a daily basis · Recruit, train and support help desk representatives and technicians · Set specific service standards · Team coordination in the performance of the task · Escalation of requests / incidents at the next level, within the IT department; · In the case of a critical / global problem / error, its precise identification. · 24/7 Monitoring of IT systems of the bank; · Customer-service oriented with a problem-solving attitude · Contribute to improving customer support by actively responding to queries and handling complaints · Establish best practices through the entire technical support process · Follow up with customers to identify areas of improvement · Develop daily, weekly and monthly reports on help desk team’s productivity · Provide customer feedback to the appropriate internal teams, like product developers. • Working as a member of the Core banking Systems Support team , provide a second line of support on IT Incidents , problems , Changes and Service Requests , cooperation between customers and programmers , analysts , and testers . • Communicate with the business about the changes of the application . • Responding to issues in a timely fashion . Managing my own time and determining goals and priorities . Managing time of day to day support and long term projects. • Support and parameterization of the current applications in core banking systems , post production support on bug-fixing , Issue resolution . • Performing technical tasks on financial and client data correction in core banking database . • Checking the accuracy of the technical tasks performed by Application Support Specialists . • Support in creating of the new products and modules in current software applications . • Resolve internal software issues and escalate these according to established procedures . • Maintain an accurate record of hours spent on Work Orders and projects , plan and prepare technical documentation for Co-workers .Logging and monitoring incidents and request, tracking the escalation process , identifying problems, closing the incident and obtaining confirmation from the customer , performance metrics and SLA . • Provide supports for users regards for Incidents and Service Requests , delegate , supervise and respond to users quickly and professional manner . • Assist and Consult the application users by phone , e-mail , answering queries and providing instructions . maintain system security (user accounts , responsibilities , passwords , etc . ) • Training Help Desk staffs to resolve routine issues. • Support all internal customers with product assistants , knowledge and expertise . • Log and track to support calls , prioritize and escalate jobs as required to ensure customer satisfaction . • Maintains a high and increasing level to proficiency in software and other technologies supported by the IT Department . • Night jobs analysis and monitoring. • Analysis and investigation/escalation of application issues and incidents . • Responsible to gather the required documents for Internal Auditors. · Review and analyze system specifications · Collaborate with QA Engineers to develop effective strategies and test plans · Execute test cases (manual or automated) and analyze results · Evaluate product code according to specifications · Create logs to document testing phases and defects · Report bugs and errors to development teams · Help troubleshoot issues · Conduct post-release/ post-implementation testing · Work with cross-functional teams to ensure quality throughout the software development lifecycle.

Otar Kveselava

· Manage the help desk team and evaluate performance · Ensure customer service is timely and accurat...
United States

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Otar Kveselava’s Email okveselava@bog.ge

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Otar Kveselava’s Location United States

Otar Kveselava’s Current Industry Bank

Otar Kveselava’s Prior Industry Georgian Card Jsc

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Work Experience

Bank

Senior It Quality Management Engineer

2018-10-01 00:00:00 - Present

Georgian Card Jsc

Certification, Testing & Quality Assurance Center Specialist

2010-09-01 00:00:00 - 2012-03-01 00:00:00

Skills

No Skills Available

Languages

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FAQ About Otar Kveselava

Otar Kveselava is located at
United States

Otar Kveselava is a · Manage the help desk team and evaluate performance · Ensure customer service is timely and accurate on a daily basis · Recruit, train and support help desk representatives and technicians · Set specific service standards · Team coordination in the performance of the task · Escalation of requests / incidents at the next level, within the IT department; · In the case of a critical / global problem / error, its precise identification. · 24/7 Monitoring of IT systems of the bank; · Customer-service oriented with a problem-solving attitude · Contribute to improving customer support by actively responding to queries and handling complaints · Establish best practices through the entire technical support process · Follow up with customers to identify areas of improvement · Develop daily, weekly and monthly reports on help desk team’s productivity · Provide customer feedback to the appropriate internal teams, like product developers. • Working as a member of the Core banking Systems Support team , provide a second line of support on IT Incidents , problems , Changes and Service Requests , cooperation between customers and programmers , analysts , and testers . • Communicate with the business about the changes of the application . • Responding to issues in a timely fashion . Managing my own time and determining goals and priorities . Managing time of day to day support and long term projects. • Support and parameterization of the current applications in core banking systems , post production support on bug-fixing , Issue resolution . • Performing technical tasks on financial and client data correction in core banking database . • Checking the accuracy of the technical tasks performed by Application Support Specialists . • Support in creating of the new products and modules in current software applications . • Resolve internal software issues and escalate these according to established procedures . • Maintain an accurate record of hours spent on Work Orders and projects , plan and prepare technical documentation for Co-workers .Logging and monitoring incidents and request, tracking the escalation process , identifying problems, closing the incident and obtaining confirmation from the customer , performance metrics and SLA . • Provide supports for users regards for Incidents and Service Requests , delegate , supervise and respond to users quickly and professional manner . • Assist and Consult the application users by phone , e-mail , answering queries and providing instructions . maintain system security (user accounts , responsibilities , passwords , etc . ) • Training Help Desk staffs to resolve routine issues. • Support all internal customers with product assistants , knowledge and expertise . • Log and track to support calls , prioritize and escalate jobs as required to ensure customer satisfaction . • Maintains a high and increasing level to proficiency in software and other technologies supported by the IT Department . • Night jobs analysis and monitoring. • Analysis and investigation/escalation of application issues and incidents . • Responsible to gather the required documents for Internal Auditors. · Review and analyze system specifications · Collaborate with QA Engineers to develop effective strategies and test plans · Execute test cases (manual or automated) and analyze results · Evaluate product code according to specifications · Create logs to document testing phases and defects · Report bugs and errors to development teams · Help troubleshoot issues · Conduct post-release/ post-implementation testing · Work with cross-functional teams to ensure quality throughout the software development lifecycle.