Information Technology Project Coordinator

• May 2021 - Present

Service Delivery Team Lead (MSP IT Provider)

• May 2019 - Feb 2021

Job Specifications:• Oversee team members and ensure sure that all tasks are completed in accordance with client's work instructions and standard operating procedures.• Maintain customer satisfaction and effective client communication.• Manage clients' escalations.• Create work instructions and procedures.• Conduct coaching and mentoring with team members.• Handle high-end project such as Office 365 Email migration, DNS migration (DNS Hosting & DNS registrar) and client new network setup (ISP, firewall etc.). Show less

Helpdesk Technical Support Specialist (MSP IT Provider)

• Jan 2016 - Apr 2019

Job Specifications:• Provide customers with technical problem solutions over the phone or via email.• Create and deploy technological processes that can swiftly address customers' issues to reduce downtime.• Carry out assessments to determine the need for changes in hardware/software configurations.• Support email platforms such as Office 365, Sherweb, and Gsuite.• Support windows platform for both desktop computers and windows servers.• Administer windows virtual servers on Hyper V platforms.• Manage backups (Veaam Backup and Replication).• Manage DNS hosting and DNS registrar (Go Daddy, Crazy Domains, and Network Solutions).• Manage Firewalls (Sophos, Fortigate and Cyberoam). Show less