Experience

Liverton Technology Group

• New Zealand
• IT Services and IT Consulting
• 1 - 100 Employee

• Remote IT Helpdesk / Technical Support

  • Apr 2020 - Present

  Acting as the remote technical support for the Internet Service Provider (Liverton Networks) Door locks, Safes, Kiosks (Liverton Hospitality) and identifying user needs, requests and respond accordingly in timely manner and escalating to appropriate service team. Key responsibilities • Answering calls and assisting customers with Internet queries, Door locks Door locks and safes issues • Manage, Configure APs, Routers and Switches using the tools Unifi and Ruckus controllers • Monitoring server status on different realms all throughout New Zealand • Reporting issues to appropriate service team • Assisting customers from Hotels, Ins etc. with their problems of door locks • Responding in a timely manner to service issues and requests from emails and IT Support ticketing system (Zoho Desk) • Create Sales Orders of different door locks, devices, and other replacement parts using Zoho CRM • Managing emails using Knossos system • Creating End of Day reports using Selenium System • Creating monthly Client report for average data consumption of entire site Show less



CARMA

• United Arab Emirates
• Technology, Information and Media
• 400 - 500 Employee

• IT Helpdesk Support - CARMA and SOCIALEYEZ

  • Aug 2015 - Dec 2019

  • Acting as the 1st line of 24/7 on-call support and identifying user needs, requests and respond accordingly in timely manner and escalating to appropriate service team. • Provide remote assistance via TeamViewer / Anydesk / Sype in other offices i.e USA, UK etc. • Identify parts required for repairs and maintenance, providing necessary quotation and ensuring prompt delivery of parts and consumables • Provide support for end users on daily IT operational issues related to different hardware and software • Office 365 Management and Google GSuite management • Analyses problems relating to the CARMA corporate IT system infrastructure • Supports and improves the functionality, reliability and usability of the IT systems in line with the relevant SLAs • Manage cloud based applications like OwnCloud, NextCloud etc. • Follow-up and solve raised issues on the IT helpdesk system (Manage Engine Service Desk), ensure proper recording, documentation and closure of requests. • Inventory, allocation, configuration, and deployment of company provided IT assets • Smart devices and IP phones configuration and support • On-site support on events outside of the office i.e. World Government Summit, DPR launch • Maintain thorough knowledge of product ranges and services • Train staff about potential uses of existing technology Show less



City Government of Bacolod

• Bacolod City, Negros Occidental, Philippines

• IT Support Assistant

  • Aug 2013 - Jul 2015

  • Tier 1 level Support that is handling Software, Hardware issues and escalating to designated managers. • Installing and configuring computer hardware, software, systems, networks, printers and scanners • Monitoring and maintaining computer systems and networks • Installs, Repairs, troubleshoots all Computers provided by the City Government of Bacolod • Provides troubleshooting in Printers and other peripherals that is connected to the computers • Troubleshoot Network connections that connects to the server • Networking computers in all offices of the City Government • Reformat/ Reprogram Computers with different versions of Windows Operating System Show less



TeleTech Philippines

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Technical Support

  • Jan 2010 - Jun 2010

  • Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services • Gather customer’s information and determine the issue by evaluating and analysing the symptoms • Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more • Research required information using available resources • Follow standard processes and procedures • Identify and escalate priority issues per Client specifications • Redirect problems to appropriate resource • Accurately process and record call transactions using a computer and designated tracking software • Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business • Organize ideas and communicate oral messages appropriate to listeners and situations • Follow up and make scheduled call backs to customers where necessary • Stay current with system information, changes and updates Show less