Client Support Specialist (IT Helpdesk)

• Sep 2023 - Present

Field Service Technician

• Aug 2021 - Dec 2022

- Install, repair and maintain Bell’s most advanced Fiber and Copper Network. - Analyze, troubleshoot and resolve all problems that encounter by clients and customers for home phone, internet and Fibe TV using a variety of technical resources. - Troubleshoot complex telecommunications issues using training, tools and equipment provided. - Educate and promote Bell services and products to the customers. - Install, repair and maintain Bell’s most advanced Fiber and Copper Network. - Analyze, troubleshoot and resolve all problems that encounter by clients and customers for home phone, internet and Fibe TV using a variety of technical resources. - Troubleshoot complex telecommunications issues using training, tools and equipment provided. - Educate and promote Bell services and products to the customers.

IT Help Desk

• May 2018 - Aug 2021

- Remotely support users through remote control tools, networking troubleshooting and system administration in diverse software and hardware environment. - Deployment of software and hardware technologies using remote communication. - Provided technical support and configured PCs/laptops, printers, cell phones, tablets with hardware and software issues. - Diagnosed and troubleshot client desktop application issues and provides necessary solution. - Account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions through Active Directory). - Responded to technical end user service and support incidents and requests. - Escalated complex and high priority tickets to the appropriate team. - Monitored network system, investigated and handled any system failure alert. Show less

IT Consultant

• Jan 2017 - Apr 2018

- Helped students with Computer and mobile Wi-Fi connectivity and performance issues. - Resolved problems with printers, library computers and student PC’s. - Guided and taught students on how to use the scanner, photocopier, printer, different programs, and operating system like Mac OS. - Made detail bug and issued reports when necessary. - Helped students with Computer and mobile Wi-Fi connectivity and performance issues. - Resolved problems with printers, library computers and student PC’s. - Guided and taught students on how to use the scanner, photocopier, printer, different programs, and operating system like Mac OS. - Made detail bug and issued reports when necessary.

IT Officer

• Aug 2014 - Sep 2016

- Authorized to act as “Outage Manager” by identifying the technical difficulties and provided knowledgeable technical support and troubleshooting guidance to employees on all core and edge computer systems and network elements for smooth and uninterrupted business operation and service. - Installed, configured, monitored and maintained computer systems, networks and applications. - Monitored network system, analyzed and handled any system failure alert by escalating potential service issues to management when and where required. - Demonstrated ability to troubleshoot, diagnose and resolve technical problems encountered by customers and initiated corrective actions by walking user through the solution or remote access of the user’s device that may include functionality, configuration and connectivity to maintain high service levels. - Facilitated to create and maintain documentation with log of problems and solutions for use by other IT staff for internal wiki. - Led the setup of the development environment for IT department and the migration from Skype to Webex. - Assisted to identify and collaborate with knowledgeable internal resources including vendor manuals, independent research and hardware/software tools and guides for understanding customer issues and implement solutions. - Experienced to work independently as well as in a team to get job done and the desire to go above and beyond by successfully completion of projects and assigned tasks. - Achieved strong organizational skills with the ability to successfully handle multiple priorities simultaneously to meet service level targets by including managing projects, leading teams, scheduling, planning and meeting deadlines, giving presentation and meeting with shareholders and vendors. - Maintained inventory of software and hardware available and keep track of the location. Show less

Technical Customer Care Representative

• Aug 2013 - Jul 2014

- Provided first level and second level support using Robi’s help desk ticketing system in a courteous manners for delivering exceptional customer experience. - End to end operation with 24/7 surveillance of alerts/system, fault, performance & change activities monitoring, incident reporting, notification, escalation & resolution with customer problem support. - Received, logged and answered customer requests and technical difficulties about internet services, pre-paid and post-paid connections, and value added products via phone and electronically to create, maintain and develop customer relationships on a day-to-day basis. - Demonstrated ability to troubleshoot, analyze, configure and resolve technical problems encountered by customers by providing solutions in-person or remotely access of the user’s device to set up internet connectivity, phone. - Documented customer records with log of problems and solutions for use by other technical support representatives and escalated complex and high priority tickets to the appropriate team. - Corresponded to provide appropriate follow-up to customers and necessary feedback to leadership teams to improve customer service levels. - Collaborated with various internal departments in order to identify and improve efficiency through promoting and selling features, products and services to customers in conducting promotional campaign to meet goals. - Helped to educate customers in realizing the full benefit of the client’s products and services and looked for opportunities to improve business and elevated customer experiences. - Demonstrated excellent both verbal and written communications skills developed through customer service experience, making reports and documentation, conducting promotional campaign. Show less