Service Desk Administrator / NOC

• Dec 2022 - Present

Tech Operations Associate

• Jan 2022 - Aug 2022

Tech Operations Analyst

• Sep 2020 - Jan 2022

* Provide Tier 2 & 3 technical support.* Onsite Technical Support* Network Data Center Maintenance* Company Mobile and Laptop configuration and provisioning.* Ensure all mobile and laptop device is up to date and encrypted.* Company software patching and configuration.* Support VPN MyEd Pulse Secure* Checkpoint Endpoint Security*RSA Security Console Admin*Secure Doc WinMagic Encryption* Wave VDI Support* Service Now Qualifier and Dispatcher

PC/LAN Analyst

• Jul 2017 - Sep 2020

* Provide Tier 2 & 3 technical support.* Onsite Technical Support* Network Data Center Maintenance* Company Mobile and Laptop configuration and provisioning.* Ensure all mobile and laptop device is up to date and encrypted.* Company software patching and configuration.* Support VPN MyEd Pulse Secure* Endpoint Security

Technical Support Specialist

• May 2015 - Jul 2017

*Provide tier 1 and 2 technical support.*Provisioning of system access to end user.*Handle new hire system accesses.*Configuration of Nice and Witness recording.*Configuration of Avaya Onex and Universal Softphone.*Hardware deployment.*Triage with US counter part on windows and software updates.*We support VDI (virtual desktop infrastructure.*Document Internal process.

MIS Assistant

• Jul 2012 - May 2015

Technical Support - Computer hardware and software problem; - Company laptop hardware and software problem; - Lotus Notes E-mail problem; - Common network connection problem LAN/Wireless LAN; - Printer problem; System Monitoring - Checking and Monitor of Systems used by Watsons - Checking and monitor backup server (Acronis Backup and Recovery 11.5) - Ensure store sales and sku are updated in the server; Telephony (PABX system); - Management of PABX system (LG nortel, AVAYA); - Telephone problem; - Assigning of local, direct line and activate NDD and IDD to end user; Server Management - Monitor server health; - Monitor server disk space; - File server management; - Ensure all server have updated antivirus; Asset Management - Deployment of IT Equipment to end user; - Documentation of all IT Equipment fixed asset. - IT Equipment Inventory; Show less

Technical Support

• Oct 2011 - Apr 2012

- Deliver service and support to end-users using and operating automated call distribution phone software; - Offer alternative solutions where appropriate with the objective of retaining customers and clients; - Redirect / escalate ticket problem to appropriate resource; - Deliver service and support to end-users using and operating automated call distribution phone software; - Offer alternative solutions where appropriate with the objective of retaining customers and clients; - Redirect / escalate ticket problem to appropriate resource;