Sivan Rophael
Troy,Michigan
Summary
Dependable and reliable customer service professional with over five years of experience resolving customer complaints and multitasking in a fast-paced environment. Energetic and committed to providing excellent service. Ready to learn and grow with your company.
Overview
19
19
years of professional experience
Work History
Software Tester
M&Y Home Care
West Bloomfield, Mi
06.2024 - 10.2024
- UI testing and data entry for Kutunza home health scheduling software
- (Cooperating with MDHHS) HHAeXchange software/app
- Involves testing software programs, and Electronic Visit Verification (EVV) or Interactive Voice Response (IVR) to ensure meet all requirements and expectations
- Identify bugs or problems, record them appropriately, and report them to software developers for fixes
- Other Role: Assist oversee and coordinate the daily operations of a home care agency, ensuring efficient and effective delivery of services to senior citizens matching clients with suitable caregivers based on their needs and preferences, and adding to the new system Kutunza
Assistant Manager
Edible Arrangements
Rochester Hills, Mi
06.2021 - 12.2023
- Managed day-to-day operations, including scheduling shifts and assigning tasks.
- Monitoring technical issues with local networking, PCs, printers, desk phones/cell phones, app glitches, and iPads.
- Orders organizer GPS route for easy, fast deliveries.
- Resolved customer complaints efficiently while maintaining excellent customer service.
- Assisted customers with product selection, pricing, payment options, and returns and exchanges.
Technical Solutions Support
Logicalis
Bloomfield Hills, Mi
03.2017 - 06.2021
- Company Overview: Tech support for Smithfield Foods, Korn Ferry, and many other partners.
- Monitoring queues and routing tickets to the proper escalation paths for different technical teams.
- Handling inbound and outbound calls, voicemails, emails, and incidents.
- Root cause analysis and troubleshooting system issues, including software or OS installation.
- System boot procedures.
- Mapping printers.
- Handling AD and SAP passwords and troubleshooting password sync issues.
- Troubleshooting network and internet web browser issues.
- Assisted colleagues in resolving complex technical issues via remote access or onsite visits, when necessary.
- Analyzed customer requirements to customize solutions that met their specific needs.
Assistant Manager, Warehouse
SF Cellular
Troy, Mi
07.2014 - 03.2017
- Oversee inventory control and purchasing activities (return merchandise)
- Quality Inspector for Smartphones and other Smart Electronics Devices
- Handling requests to provide Parts/hardware and software support to resolve trouble with Phones, iPads, Tablets, Jetpack Mifi, WiFi, USB Mobile Hotspot, and router issues
- Trouble-shooting system administration issues including Formatting, Software installation, Date Clear, and Managing operating systems
- Trained new employees in product knowledge, customer service protocols, and handling safety regulations
- Resolved customer complaints quickly and effectively while maintaining high professionalism
- Established clear communication between staff members to ensure smooth workflow throughout the warehouse
Control Panel Builder
Control Technique Inc
Sterling Hts, Mi
12.2012 - 07.2014
- Control Panel Builder Electrical Installation
- Inspector Electronics Parts (Assistant Manager)
- Wiring - Connecting Electro Parts
- Assistant - Shipping & Receiving
- Inventory control and purchasing activities
- Provided technical support during the installation process as needed
- Tested all circuits for continuity before connecting them to power sources
IT Technician
Jameel AlQudsi Foundation
Amman Jordan
02.2006 - 09.2012
- Troubleshoot technical issues such as PCs, laptops, printers/scanners, operating systems, Windows, Mac OS, telephone systems, and calling apps.
- Installed and configured hardware, software, systems, networks, printers, and scanners.
- Supported other departments and other branches with their tech issues by providing advice or assistance when necessary via virtual chat or phone calls, and remote access solutions such as VPNs and Remote Desktop Protocols.
- Diagnosed and repaired or replaced defective parts, or upgraded the system, or peripherals such as projectors, TVs, monitors, etc.
Education
Certification coding - Swift, UI/UX design
Apple Developer Academy-MSU
Detroit, Mi06.2024
Apple Foundation program - coding, design, and business
Apple Developer Academy-MSU
Detroit, Mi06.2023
Diploma in Technical Education - Machine Technology
Institute of Technological Sciences
Mosul, Iraq06-1998
Skills
- iOS Application Developer
- User Interface Testing
- IT Consulting: Software Testing & Support
- Help Desk Solutions
- Connectivity Problem Resolution
- Mobile Device Inspection, Testing & Repairs
- Computer Assembly & Maintenance
Languages
- Native: Aramaic and Arabic
- English
Timeline
Software Tester
M&Y Home Care
06.2024 - 10.2024
Assistant Manager
Edible Arrangements
06.2021 - 12.2023
Technical Solutions Support
Logicalis
03.2017 - 06.2021
Assistant Manager, Warehouse
SF Cellular
07.2014 - 03.2017
Control Panel Builder
Control Technique Inc
12.2012 - 07.2014
IT Technician
Jameel AlQudsi Foundation
02.2006 - 09.2012
Certification coding - Swift, UI/UX design
Apple Developer Academy-MSU
Apple Foundation program - coding, design, and business
Apple Developer Academy-MSU
Diploma in Technical Education - Machine Technology
Institute of Technological Sciences
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