Accomplished Technical Software Engineer with over 13 years of information technology support experience. Tech-savvy professional well-versed in installing and configuring computer systems, diagnosing hardware and software defects and supporting new application roll-outs. Committed to providing efficient, high-quality support.

Hello I am Mardem Lapinig, I have been working in IT for about 13years, so throuhout my experience in IT, I have always been align with application or production support work.
The scope of work that I would usually do, include like:

- Checking of monitoring tool for any alerts and making sure that all applications and servers are up and running.
- As a support I work on incidents or requests tickets, I prioritize them according to severity and
making sure that these tickets are monitored closely and resolved within SLA. To avoid any breaches.
- I also do RCA (Root Cause Analysis) for any errors that were raised in the system or application.
- I would create/propose the fix for errors or if it is beyond my knowledge of resolving then I would raise the issue to the Dev team.
- I also do QA Testing, so I create the test plans and Execute the test Cases and test Scripts.

Most of my years in IT I have been a support on the Telecom industry, from CRM to Billing, handling of customer or user concerns, managing of client products and records and monitoring of integration between applications and the different components of the system.