Technical Support Representative

• Jan 2023 - Present

Systems Support Technician II

• Jun 2021 - Apr 2022

Receive and resolve technical cases relating to the company's software products. Proactively communicating with both internal and external customers. Receive and resolve technical cases relating to the company's software products. Proactively communicating with both internal and external customers.

Technical Support Specialist

• Feb 2020 - Jun 2021

Technical Associate

• Mar 2017 - Jul 2019

Responsibilities Include:1) Provide resolution for escalated service tickets.2) Work with clients to evaluate and solve technical problems3) Evaluates existing systems and user needs to analyze, design, recommend, and implement system changes4) maintain applications, security, and network configurations5) Recommend upgrades, patches, and new applications and equipment6) Maintain a log of completed work using an incident-tracking application

Process Associate

• Jan 2015 - Feb 2017

Responsibilities Include:1) Research and identify solutions to software and hardware issues.2) Diagnose and troubleshoot technical issues.3) Ask customers targeted questions to quickly understand the root of the problem.4) Track computer system issues through to resolution, within agreed time limits.5) Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.6) Properly escalate unresolved issues to appropriate internal teams or onsite technicians.7) Provide prompt and accurate feedback to customers.8) Refer to internal database or external resources to provide accurate tech solutions9) Ensure all issues are properly logged.10) Prioritize and manage several open issues at one time.11) Follow up with clients to ensure their IT systems are fully functional after troubleshooting.12) Document technical knowledge in the form of notes and manuals.13) Maintain jovial relationships with clients. Show less

Photographer

• Dec 2016 - Dec 2018

Clicking the pictures of cosplayers who attend Comic Con and covering the whole event. Clicking the pictures of cosplayers who attend Comic Con and covering the whole event.

Data Researcher

• Jul 2014 - Aug 2017

Online research on finding leads. Online research on finding leads.

Junior Engineer

• Aug 2012 - Mar 2014

Provide technical support for ISP on call, chat and e-mail. Follow up on customer complaints.

Academic Trainee

• Jan 2012 - Aug 2012

Trained on language skills and support process.

Data Entry Operator

• May 2007 - Sep 2007

Correction of excel files. Correction of excel files.