Product Support Analyst

• Nov 2021 - Present

Help Desk Analyst / System Administrator

• Aug 2019 - Aug 2021

Provide first level of application support users via ticketing tool, email, chat, and video calls. Identify known issues and communicate any existing workarounds to the customer and clients. Update Knowledge Base as required Review feedback and feature requests Determine the best solution based on the issue and details provided by customers Administration of the company’s tools and equipments Manage and provision of Azure AD / Microsoft 365 / GSuite Provision of other company tools for employees (Atlassian, Monday.com, Miro, etc) Setup of Amazon Connect Show less

HR Staff / IT

• Oct 2018 - Jul 2019

Handles Software and Hardware related concerns raised by co-employees from head office to other branches. Administer enrollment of biometrics for every employee. Closely monitor biometric related concerns. Assigned with admin duties. Participate on discussions with the HRIS software provider to properly calibrate the software to company’s needs. Handles Software and Hardware related concerns raised by co-employees from head office to other branches. Administer enrollment of biometrics for every employee. Closely monitor biometric related concerns. Assigned with admin duties. Participate on discussions with the HRIS software provider to properly calibrate the software to company’s needs.

Technical Operations Support Engineer

• Feb 2017 - Dec 2017

Provide technical support on corporate telecom services; conduct troubleshooting using different monitoring tools, documenting every step of the isolation until full resolution of the outage on the Globe ticketing system. Identify and troubleshoot network problems, working collaboratively with different Local Carriers, Field Engineers and Internal Support group. Monitor the proactive tickets and categorize it based on the status if it’s Priority 1 to 5, Problem or Incident. Conducts Initial troubleshooting in the system generated circuits with active alarms. Multitasks in order to handle calls, tickets, emails and requests in a real-time environment. Show less

Information Technology Help Desk

• Nov 2015 - Jan 2017

Monitors and respond quickly and effectively to requests received through IT Helpdesk such as troubleshooting registers, scales, handhelds, applications and passwords issues, network and servers. Perform high end support in POS system, network and server. Provide support and resolve other IT related issues on retail and corporate locations. Document internal procedures. Monitors and respond quickly and effectively to requests received through IT Helpdesk such as troubleshooting registers, scales, handhelds, applications and passwords issues, network and servers. Perform high end support in POS system, network and server. Provide support and resolve other IT related issues on retail and corporate locations. Document internal procedures.

HR Staff

• Sep 2014 - May 2015

Developing the company’s Payroll System Assisting on time keeping as well as on monthly payroll Filing records of released checks by the company Monitoring company’s email account Producing employee’s ID Developing the company’s Payroll System Assisting on time keeping as well as on monthly payroll Filing records of released checks by the company Monitoring company’s email account Producing employee’s ID