Experience

eXcell, a division of Compucom Systems

• United States
• Information Technology & Services
• 1 - 100 Employee

• Information Technology Support Technician

  • Feb 2022 - Present

  • Analyze and provide technical support service to customers onsite, phone, email, and Teams chat. • Processing assets returned from clients leaving the company; cleaning and testing used systems for redeployment • Cross-train for other positions within PCLD and ITSC teams • Assist employees with RAM upgrade • Performing hot swap troubleshoot for any hardware issues. • Preparing old equipment for re-dispositioning and e-waste handling • Assist with asset inventory audits with ITSC • Building ESS and ESS over VPN OS Windows 10/11 on HP, Lenovo, and Dell laptops • Familiar with ServiceNow, IT Grab n Go, IT Device Market, Office 365, McAfee ePolicy, Microsoft Endpoint, Intel Access Governance System, Active Directory Services Admin, Worker Data Services, Azure, and CyberArk.


Black Zebra Charity
• United States
• Non-profit Organizations
• 1 - 100 Employee
• President

  • Oct 2018 - Present


Apple

• Indonesia
• Software Development
• 1 - 100 Employee

• iOS Technical Support Representative

  • Jan 2016 - Mar 2017

  • Achieve call center metrics including average handle time, after call work, and accuracy. • Diagnose and provide a path to resolution related to all aspects of IOS hardware, software, and networking. • Achieve call center metrics including average handle time, after call work, and accuracy. • Diagnose and provide a path to resolution related to all aspects of IOS hardware, software, and networking.



ModSquad, Inc.

• Philippines
• Medical Equipment Manufacturing
• 1 - 100 Employee

• Technical Support

  • Aug 2015 - Aug 2016

  Work as a technical support for SHOWTIME. Identifying the issues with SHOWTIME app on my multiple platforms: Apple TV, PlayStation, Xbox consoles, Roku, Amazon Fire, Desktop, IPhone, and Android devices. - Familiarity with the interface of Zendesk, Salesforce, all platform of SHOWTIME. Work as a technical support for SHOWTIME. Identifying the issues with SHOWTIME app on my multiple platforms: Apple TV, PlayStation, Xbox consoles, Roku, Amazon Fire, Desktop, IPhone, and Android devices. - Familiarity with the interface of Zendesk, Salesforce, all platform of SHOWTIME.

• Apple iMac Technical Support

  • Mar 2014 - Mar 2015

  -Analyze customer’s problem and drive to call resolution. -Diagnose and provide a path to resolving inquiries related to all aspects of the iPhone deice, including hardware, software, networking and interactions with the host computer OS and applications. -Accurately log all interactions in the customer relationship management system. -Achieve call center metrics including average handle time, schedule adherence and accuracy. -Recognize and adjust approach to all levels of customer’s experience. -Educate customers on support options, and the steps being taken to resolve their issue(s). -Communicate positively with team members, customer and other partners.



Michaels Stores

• Retail
• 700 & Above Employee

• Seasonal Sales Associate

  • Oct 2012 - Dec 2012

  -The Cashier is enthusiastic and passionate about creativity, people and arts and crafts. -The Cashier performs all cash register operations and related customer service duties. Monitors activities in the front of the store and secures Michaels assets including cash, checks, media and merchandise. -Providing world class service to our customers, they ensure key marketing initiatives such as: bounce back coupons, email collection, and brochure handouts. -The Cashier is enthusiastic and passionate about creativity, people and arts and crafts. -The Cashier performs all cash register operations and related customer service duties. Monitors activities in the front of the store and secures Michaels assets including cash, checks, media and merchandise. -Providing world class service to our customers, they ensure key marketing initiatives such as: bounce back coupons, email collection, and brochure handouts.