Thi Chhayakrith

Experience

1. Enterprise Support Engineer

   Origina

   Apr 2022 — Present · Plano, TX, US

   Origina is the world\'s leading independent third-party software maintenance and support provider for IBM software. Customers that switch from IBM to Origina for software support and maintenance realize fixed-cost savings that reach up to 50 percent annually. Our software maintenance strategy further maximizes the value of IBM software by extending its longevity and removing the need for forced upgrades. Our independent Global IBM® Experts provide dedicated support for more than 800 IBM products licensed under the Passport Advantage program. Customers enjoy 24x7x365 customer support tied to a binding Service Level Agreement (SLA) which delivers response times as quickly as 30 minutes from when an issue is raised. IBM products supported by Origina include: MQ Series, Db2, WebSphere, Tivolo, FileNet, Cognos, Rational Team Concert, OpenPages, SPSS, Sterling Order Management, Business Process Manager, and Z Mainframe, plus many more. Origina also supports products which were divested to HCL Technologies or other companies, such as Domino/Lotus. Key Responsibilities but not limited to: Supplying support and clear and precise documentation of client environments architectural / infrastructural design & configuration, associated project management & delivery, consultancy and post-support tasks as required for our customers. Ensured understanding of underlying IT issues and identify what needs to be done to resolve problems. Manage and track all support issues and ensure the appropriate technical individuals or teams are identified and informed so that a resolution can be implemented. Actively supporting the customer and keeping them up to date though-out an incident lifecycle. Confirm that all service level agreements between Origina and their customers are adhered to when managing multiple incidents. Ensured client documentation (site reports, project documentation, user manuals etc.) is kept on the shared drive and is up to date.

Education

• Texas McCombs School of Business

  Bachelor of Business Administration in Finance

  1998 — 2002