JOHN J

L2 Remote/Hardware Support Engineer. at One Zero Digital
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Contact Information
us****@****om
(386) 825-5501
Location
Bengaluru, Karnataka, India, IN

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Credentials

  • Certified IT and cloud architect
    CMS IT Services
    Feb, 2017
    - Nov, 2024
  • Microsoft Certified Solutions Associate (MCSA)
    CMS IT Services
    May, 2016
    - Nov, 2024

Experience

  • One Zero Digital
    • Hong Kong
    • Computer Games
    • 1 - 100 Employee
    • L2 Remote/Hardware Support Engineer.
      • Aug 2020 - Present

      🔹Level 2 Support. 🔹Installing and maintaining Operating Systems for client PCs. 🔹Maintenance and service. 🔹ITIL/ IT Asset Management. 🔹ITIL/ IT Service Management. 🔹Generating reports using MIS. 🔹Data Warehousing/ Customer Analysis / Operation Analysis. 🔹Level 2 Support. 🔹Installing and maintaining Operating Systems for client PCs. 🔹Maintenance and service. 🔹ITIL/ IT Asset Management. 🔹ITIL/ IT Service Management. 🔹Generating reports using MIS. 🔹Data Warehousing/ Customer Analysis / Operation Analysis.

  • PTW
    • United States
    • Computer Games
    • 700 & Above Employee
    • L2 Engineer.
      • Oct 2019 - Apr 2020

      🔹 Level 2 Technical Support.🔹 Escalation management.🔹 Solving complex problems by remote diagnosis through Email and Chat.🔹 Working the entire life-cycle of a help desk incident🔹 Obtaining feedback and reporting them to clients for development.🔹 Using automated tools to extract data from primary and secondary sources.🔹 Provide advanced Technical Support.🔹 Network Incident Management.

    • L1 Associate
      • Sep 2018 - Oct 2019

      🔸Level 1 Technical Support.🔸Providing technical and troubleshooting assistance via Email / Chat.🔸Incident Management.🔸Using Knowledge Centered Databases [KCS] to extract and provide assistance.🔸 Player Support for a Video Game Publisher.🔸 Network Incident Management.🔸 Providing the best resolution within the SLA and with maximum success rate.

  • DXC Technology
    • United States
    • IT Services and IT Consulting
    • 700 & Above Employee
    • L1 Support Trainee.
      • Jul 2018 - Aug 2018

      🔸 Setting up VPN services for clients and stakeholders. 🔸 Interface with service delivery teams to delivery timely scalable solutions. 🔸 Setting up VPN services for clients and stakeholders. 🔸 Interface with service delivery teams to delivery timely scalable solutions.

  • [24]7.ai
    • United States
    • Software Development
    • 700 & Above Employee
    • L1G1 Service Deployment Specialist.
      • Aug 2017 - Apr 2018

      🔸 Level 1/Associate Technical Support. 🔸 Chat/ Email Support. 🔸 Customer Retention and Technical Support. 🔸 Payment requests, service activations, Upgrades/ Services and Order Management. 🔸 Level 1/Associate Technical Support. 🔸 Chat/ Email Support. 🔸 Customer Retention and Technical Support. 🔸 Payment requests, service activations, Upgrades/ Services and Order Management.

Education

  • Visvesvaraya Technological University
    Bachelor's degree, Computer Engineering
    2012 - 2016

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