Experience

Japan Research Institute, Ltd.

• Research Services
• 1 - 100 Employee

• Senior Service Desk Analyst

  • Dec 2014 - Present

  Technology: VMWare Client: SMBC (Sumitomo Mitsui Banking Corporation) Tools: Service Now, VMClient, Thin Client, Desktop Machines, AD Tool, Office365, Blackberry and Remote Access • Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries. • Provide Technical Support, configurations and troubleshooting of IT related problems from in-house software to hardware, such as Laptops (Surface Pro), PCs, iPhones and Printers. • Troubleshoot basic network issues such as lack of connectivity, provide fault isolation and root cause analysis for technical issues. • Manage support cases to ensure issues are recorded, tracked, resolved and follow ups are done in a timely manner. • Provide stats for the weekly Service Desk report on call trends. • Publish Technical Support Bulletins and other technical documentation in Knowledge Base. • Basic Active Directory knowledge. • Arrange and escalate for next level support



HEWLETT-PACKARD SERVICES INC

• United States
• Software Development
• 1 - 100 Employee

• Service Desk Analyst

  • Dec 2009 - Oct 2014

  Reasons for leaving: Seeking newer avenues and greater challenges. BASIC FUNCTION: Client: Government End Users Tools Used: Remedy and Outlook Take ownership of all the incoming calls, emails and cases to service desk. Provide first level troubleshooting support and resolution to end-user enquiries and issue. Reset Active Direct Accounts of the Users. Research questions using available information resources. Advise users on appropriate action. Follow standard service desk procedures. Log all service desk interactions and follow up closely with the case log and closure of the case. Redirect problems to appropriate resource and works with callers and other help desk specialists to resolve normal and unusual information system problems on a daily basis. Identify and escalate situations requiring urgent attention. Track and route problems and requests and document resolutions. Stay current with system information, changes and updates.



Emerio

• Netherlands
• Import & Export
• 1 - 100 Employee

• IT TECHNICAL CONSULTANT (Dell)

  • Mar 2008 - Nov 2009

  Client / Product: Dell Computer– Australia, New Zealand and Asia Pacific Home and Commercial Users · Provide client support and technical issue resolution. · Good Documentation and Communication skill. · Customer focused with a positive attitude. · Do call backs to the customer to ensure issue is resolved and to gain customer satisfaction. · Performs installations (Win XP, VISTA, and Drivers), reseats, diagnose, troubleshoot concerning Desktop support, hardware and software. Assist customer’s setting up mail account using Outlook. · Escalate technical issues to the relevant departments when needed and follow through diligently till the issues are closed. · Replace parts or system if there’s any problem with commercial customer’s computer. · Schedule dispatch for onsite technical support to customers. · Manage open cases, follow - ups and escalations from the customers. CUSTOMER CARE SPECIALIST · Confer with customers via telephone and email in order to provide information about products and services, cancel accounts, or to obtain details of complaints. · Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. · Resolve customers' service by performing activities such as replacing the system and refunding money. · Refer unresolved customer grievances to designated departments for further investigation. · Maintain accurate call logging and tracking into Helpdesk database



ADVANCED CONTACT SOLUTIONS

• Philippines
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• TECHNICAL SUPPORT REPRESENTATIVE

  • May 2006 - Aug 2007

  Reason for leaving: To gain experience and a better opportunity was offered from abroad BASIC FUNCTION: To assist customers with initial connection, Internet browser and email account setup. Support is only available for computers running recent versions of Windows operating systems. Provide all services to get customer's computer connected to the Internet but cannot be held responsible for hardware or software malfunctions or assist in servicing or repairing their equipment. Make return phone calls to customers if technical problems were incurred during the customer's initial incoming phone call. Provide Troubleshooting Steps for customers can't connect to the internet. TECHNICAL TRAININGS (VERIZON - America) Windows 98, 2000, XP & VISTA (DSL) Creating Active Tickets for dispatch Get Connected for first time installation (Wave 1) Part of a special team for new customers with installation issues. Initiates to increase satisfaction and reduce churn for DSL residential customers. To get in front of possible future "call drivers" to lower FCR and provide better customer



West Contact Services Inc.

• TECHNICAL SUPPORT REPRESENTATIVE

  • Feb 2006 - May 2006

  BASIC FUNCTION: · Responsible for receiving and processing incoming phone calls for dedicated clients in accordance with the policies, procedures, quality standards and federal laws and regulations. · Receive and process-incoming phone calls for dedicated clients, which include obtaining, entering and verifying customer information (e.g. names, addresses, credit card numbers, etc.), adhering to scripts, and attempting to sell products or make up sells. · May make return phone calls to customers if technical problems were incurred during the customers initial incoming phone call. · Ensures that calls are processed in strict adherence to established policies, procedures, and quality standards, as well as any federal laws and regulations. · Successfully complete initial and on-the-job training, as well as any new products or on-going training. TECHNICAL TRAININGS (EARTHLINK – America) · Windows 98, 2000, XP (Dial – Up) · Macintosh 9.0 – OS X (Dial – Up and DSL) · TRON (Ticketing Response Operations Network) o A group of agents authorized to interface with our vendors regarding services issues.



Torch Engineering

• China
• Software Development

• COMPUTER OPERATOR

  • Jan 2005 - Jun 2005

  Responsible for the operation of the computers and associated peripheral data processing equipment and data backup. · Data Entry, Installs, maintains, monitor, analyse, and troubleshoot data equipment and software. · Operates computers and associated peripheral equipment to process general administrative and academic information. · Prepares equipment for operations. Enters commands using keyboard, control panels and buttons to activate computer and peripheral equipment. · Monitors equipment while operating to ensure proper performance. · Provides minor troubleshooting of user problems accessing databases and e-mail.