Danish Ahmed

Customer Support Engineer

12-2012 - Now

Mainly responsible for the smooth running of Restaurants Back of House (Manager System) and Front of House (Point of Sale System) computer systems and ensuring clients get maximum benefits. Individual tasks vary depending on the size and structure of the client’s organization, but may include: Configuration and Installation of NCR Real POS Terminals and Peripherals on OPOS/ Java POS Windows customizations, Implementation and Installation of the Restaurant / Retail software, user training Developing System Images with different flavor of the Hardware and OS. Maintenance of Firmware update for the peripherals NCR POS hardware / Software Demo Preparation and Presentation Attending the calls through emails, phones and assign the Tasks accordingly Providing remote support, Onsite support and Back to base support as per SLA Escalate critical issues to NCR high level technical team & follow-up the tasks Working with Rollout Plans, Internal/External Meetings Monitoring and maintaining computer systems and networks Talking staff or clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues Troubleshooting system and network problems and diagnosing and solving hardware or software faults Replacing parts or Repairing parts as required Providing support, including procedural documentation and relevant reports Following diagrams and written instructions to repair a fault or set up a system Setting up new users' accounts and profiles and dealing with password issues Responding within agreed time limits to call-outs Working continuously on a task until completion (or referral to third parties, if appropriate) Prioritizing and managing many open cases at one time Rapidly establishing a good working relationship with customers and other professionals, e.g., software developers Testing and evaluating new technology Conducting electrical safety checks on computer equipment.

Experiences

Customer Support Engineer

Education & training

NCR Aloha Restaurant Management Software.