Experience

Circle Software Ltd

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

• Lead Support Specialist

  • Aug 2022 - Present

  Responding to and resolving IT issues and requests raised via email or phone calls in aprofessional and timely manner. Create a well-written and replicated technical report throughPivotalTracker. Identifying, diagnosing, and resolving the level 1/2 issues at an Application Level and havingbasic knowledge about hardware-related troubleshooting. An escalation person that managesIT Support tickets, planning and prioritizing systematically to minimize backlog and ensureoperational efficiency and escalate when necessary. Proactively create project updates, video demos, and documentation that will help the IT TechSupport and QA Team. Show less

• Technical Support Professional

  • Aug 2014 - Feb 2023



Elance-oDesk

• Technology, Information and Internet
• 100 - 200 Employee

• Software Support Engineer, Server Admin and Client Relation Officer

  • Aug 2014 - Feb 2022

  Tasks and responsibilities: - Answering support email - Calling customers where necessary to understand issues - Adding to the help document and help videos - Manual software testing - Day to day server admin Skills : - Perfect spoken and written English - Software testing - Help file and help video development - Linux webserver admin - Some understanding of Rails programming Website : http://circlesoft.net/about/ Tasks and responsibilities: - Answering support email - Calling customers where necessary to understand issues - Adding to the help document and help videos - Manual software testing - Day to day server admin Skills : - Perfect spoken and written English - Software testing - Help file and help video development - Linux webserver admin - Some understanding of Rails programming Website : http://circlesoft.net/about/



TELUS International Philippines

• Philippines
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Application Support Specialist Level II

  • Jul 2013 - Jun 2014

   Application Support AnalystCore Skills• SQL - preferably Oracle, Unix platforms, Microsoft Office• Experience/Knowledge in the following are preferred:o BMC Remedyo Java / JavaScripto Weblogico Sharepointo HTMLo AMDOCSo HP SiteScope / Business Availability Center (BAC)• Familiarity with Incident, Problem, and Change Management (ITIL) conceptsRoles and Responsibilities• Provides Tier2 operational support for a range of critical applications• Performs problem identification and analysis to resolve incidents quickly and effectively. Investigates and coordinates successful resolution and closure of incidents.• Assists with root cause analysis of major incidents• Responds to escalations received from any team on application issues and problems. Resolution expected within the contracted Service Levels for all client supported apps.• Liaises with other support groups to ensure problems are resolved within SLA• Interacts with various internal/external IT support groups under Development and Operations to troubleshoot complex problems• Identifies recurring technical issues and provides feedback to come up with a permanent fix• Participates in various Team and Project meetings. Expected to receive, understand and execute on assigned tasks.• Required to readily learn new skills and consider new ways to address and resolve problems.• Required to plan appropriate execution of own tasks so that time is effectively used and progress can be monitored.• Assists with the creation and maintenance of client specific documentation in support of a standard operating environment. Contribute to the ongoing improvement of Application Support initiatives.Methods/Tools/Technologies:Clear Quest, Oracle 10g, SQL/MySQL, TOAD for Oracle, NetCracker, SAP frontend, Visual Basic, MS office, Citrix, Knowbility, VMware, SiteScope, AMC, SecureCRT, WinCPOther Tools:Test Complete 9, iMacros Automation Tool & Browser, Windows VDI, JIRA QC, Confluence(WIKI) Show less

• Technology Analyst Level II

  • Jan 2012 - Jul 2013

   Quality Assurance POC• Review and propose new process for Order Management Process to help and improve service.• Review the trouble ticket and then determine areas requiring enhancement.• Inspect the samples and formulate policies concerning improvement of the present quality standards. Problematic and Aged Ticket Point Person• Analyze exceptions and create a Workaround to resolve and provide service for the client.• Review and apply possible Workaround to fix the order.• Review and make sure all tickets are tagged with correct Defect Reference Number if the Workaround failed.• Seek assistance from developers and senior analyst to push fix for the defect or create a possible Workaround. Basically the same as the previous position but with added task of the ff:• Monitor and provide immediate remediation or solution to fallout.• Analyze business process and create automation procedure including scripts and module.• Provide correction and improvement on the current business process for operation to have optimal use of the tools and other application for order processing. Show less

• IT - System Analyst

  • Oct 2011 - Jan 2012

  • Provide technical expertise and recommendations in assessing new IT software projects and initiatives to support and enhance our existing Microsoft based systems.• Identify opportunities that can improve efficiency of business processes.• Investigate and resolve application functionality related issues and provide first level support and troubleshooting.• Coordinate application development for multiple projects.• Analyze data contained in the corporate database and identify data integrity issues with existing and proposed systems and implement solutions.• Provides assistance and advice to business users in the effective use of applications and information technology.• Provide minor programming for some in-house IT projects.• Provide SQL administration in live and test environments.• Write technical procedures and documentation for the applications including operations, user guide, etc.• Participate in weekly meetings with the IT network team to discuss progress and issues to be resolved, and report progress on a weekly basis to the CIO.• Participate on IT project steering committees and be involved in the design phase of any new IT software development projects.• Assist in the creation of the system design and functional specifications for all new development projects. Show less



IBM

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Servicedesk / Helpdesk ( Shift Lead ) -Senior IT Associate

  • Feb 2010 - Oct 2011

  • Provided the users a single point of contact, to receive help on various computer issues. The help desk typically manages its requests via help desk software, such as an incident tracking system that allows them to track user requests with a unique ticket number. • Knowledgeable in basic networking like server management, troubleshooting ISP connection, setting and editing proxy configuration and live monitoring the condition/performance of routers, switches and servers. • Knowledgeable in management of Active Directory like setting restrictions, creating user, management of accounts and etc. • Provide 1st level helpdesk support to users via phone & email • Perform basic IT troubleshooting • Assist in incident ticket creation & management • Participate in testing and simulate client's problem to derive solution • Assist in dispatching engineers to assist users when needed • Software licensing • Liaise & communicate with HQ Team and Vendors • Ensure compliance with company policies and standards for IT systems and infrastructure • Maintain & manage IT inventory manuals and documents • Excellent communication in English. Show less



PNI-KMPG INC

• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Helpdesk Administrator / Desktop Support Engineer – Level 2

  • Jun 2009 - Feb 2010

  • Responsible for software and hardware support for all of the work station inside the production floor. • As a frontline support and helpdesk for Offices. • Follow through and progress outstanding request or issue towards a resolution. • Highly exposed to intense troubleshooting procedure to efficiently give support on-site and an independent support function for first level troubleshooting • Test and deploy new technologies for the BPO industry such as Thin Clients to ensure that the software and hardware meet the requirement for a single work station. • Provide service to management and client in terms of their IT related needs. • Provide day to day IT support, desktop support & mobile telephony services. • Experience in supporting MS operating system, MAC OS and Linux. MS exchange/outlook, office 2003/2007/2010/2013 • Experience in supporting mobile devices such as blackberry/iPhone/iPad/Android etc. • Experience in remote connectivity technologies like VPN, dial up, broadband, ADSL, cable, 3G/HSDPA/HSUPA/LTE) • Maintaining of IT assets list and ensure they are up to date at all time • Execution of IT projects & policies implemented by Assistant IS&T Manager • Execution of IT setup for new office on Hardware/Software/Network • Experience in desktop SOE image preparation using MS MDT is an advantage • Experience in IT Client Management tools. • A team player, who can handle pressure. • Excellent communication in English. Show less