I'm a Technical Support Representative with almost 9 years of experience providing phone, chat and email for customers across United States, Canada and Australia for business of all sizes.
I provide top quality support for various issues related to NT log in password issues using Active Directory, Application password issues through Mainframe, Browser Issues, Software and Hardware troubleshooting, Network Issue like LAN/WAN and much more. I'm efficient in implementing upgrades of software and have developed new support process that will benefit the group.
I am experienced in utilizing and navigating different ticketing tool like JIRA, Remedy and CMS. I am open to learn different ticketing tools, system and process that would get the job done.
Primary role is to provide technical support assistance to internal employees through phone, Skype, and email.
Perform callback for disconnected calls and customer requested callbacks to ensure a first call resolution experience for the customer
Troubleshooting hardware and software troubleshooting like Outlook 365, VPN and VDI
Diagnose and rectify WAN and LAN issues
Perform password resets and account user creation in Active Directory and Mainframe
Junior Technical Support
Seven Seven Global Services Inc
Apr 2017 - Jun 2017 (2 months, 1 day)
Primary role is to provide technical support assistance to internal employees through phone and email.
Identify customer issue by asking questions and narrowing it down to find resolution
Performing hardware and software troubleshooting such as WAN and LAN issues, Citrix and VMWare
Perform password resets and account user creation in Active Directory
Orchid Cybertech Services Inc
Nov 2013 - Jan 2016 (2 years, 2 months)
Provide technical support assistance to customer regarding their ADSL/Fiber connection
Identify customer issue by asking questions and narrowing it down to find resolution to create customer satisfaction which will benefit the company
Create a ticket if necessary with all the troubleshooting steps that has been done to avoid inconvenience to the customer
Bachelor of Science (B.S.), Electronics and Communications Engineering
Polytechnic University of the Philippines, Philippines 2003 - 2008