Experience

ITSM Corporation

• Australia
• Information Technology & Services
• 1 - 100 Employee

• Technical Associate

  • Apr 2017 - Present

  • Accountable in troubleshooting IT-related / Servers machines• Incident and Change management• Performs maintenance and repairs on enterprise servers and storages; - IBM SystemX and Blades - Dell Servers and Storages - HP Proliant and Blade Servers - EMC Clariion, Celerra, VNX Series Storages - Cisco Switches and Routers - Huawei Switches• Project Implementation; - Wework Datacenter Rack and Stack and installation of Wireless Access Point (BGC site)• Information system management; - Globe Enterprise Data Office (Hardware maintenance, services and monitoring) Server and storage

• Service Desk Associate

  • Apr 2015 - Apr 2017

  • First level support for customer and system incidents and requests using basic technical and service knowledge.• Answering queries and concerns of customers (phone and email).• Flexibility to work day, night, weekend, and public holidays within a shift roster environment• Assist in interpreting problems or errors at a basic level and help in the assessment of risks of events and escalating appropriately to protect client services• Responsible for proper documentation for all problems, incidents and requests• Responsible for creating, monitoring, updating and closing service call request tickets using Manage Engine Service Desk on Demand• Develop and maintain an understanding of customer Service Level Agreements