Siomai King & TOKTOK Delivery Service Online Franchisee

• May 2021 - Present

Technical Support Professional

• Aug 2021 - Mar 2022

Technical Advisor I - Network Shared Services

• May 2019 - Jul 2021

 Back office support in a telecommunications and network operations center environment Responsible for call handling, chat and e-mail support and resolving customer(s)’/client(s)’ technical problems. Experience in ticketing systems such as Remedy, Taskbucket. Liaises between Customer(s)/Client(s), Help Desk, and Network Engineer(s). Assists Network Engineers in troubleshooting Level 1 issues such as circuit down, password resets etc., and re-direct client(s)/customer(s) to the right department. Building rapport with both customer/client and colleaguesPrimarily responsible for giving fast resolution and no second ( 2nd ) calls / e-mail(s) and chat(s) from customer(s)/client(s) within 24 to 48 hours. Multi-tasking to document customer’s concern(s) before every call ends and documenting after every chat that ends.

Global Customer Support Executive (Global Technical Customer Support )- NOC

• Aug 2017 - Sep 2018

 Back office support in a telecommunications and network operations center environment Responsible for call handling & e-mail support and resolving customer(s)’/client(s)’ technical problems such as computer, internet, telephone and network issues such as circuit down high latency etc. Experience in ticketing systems such as Remedy, JIRA.  Building rapport with both customer/client and colleagues Liaises between Customer(s)/Client(s), Help Desk, and Network Engineer(s). Escalate issues to team leader or supervisor if necessary Primarily responsible for giving fast resolution and no 2nd calls / e-mail(s) from customer(s)/client(s) within 24 to 48 hours. Multi-tasking in order to document customer concern before every call ends. Shift Lead duties when Team Leader / Supervisor is/are not around. Manage time adjustments to resources, and generation of reports.

Secretary - Admin Staff (Part Time)

• Jun 2016 - Mar 2017

Technical Help Desk Officer

• May 2014 - Nov 2014

IT Instructor

• Jan 2010 - May 2014

-Teached Information Technology/Information System courses such as Object Oriented Programming, Data Communication and Networking, Computer Organization and Assembly Language, System Infrastructure and Integration, Web Development Human Computer Interaction, Internet Technologies, Multimedia Systems. Programming Languages such Computer Programming 1 (Turbo C) Computer Programming 2 (C++), Java, V.B.Net-implements the Institution's drive toward full Outcome-based Teaching and Learning.-Online Coordinator -adviser of student organization SISM (Society of Information System)

Technical Support

• Aug 2011 - Jan 2012

- provides first and second level support in the first line of detection of incidents, isolate and resolves issues with the least amount of business impact in the least amount of time.-handles troubleshooting of network, wired, and wireless connection.- ensures maximum possible service availability and performance. - provides first and second level support in the first line of detection of incidents, isolate and resolves issues with the least amount of business impact in the least amount of time.-handles troubleshooting of network, wired, and wireless connection.- ensures maximum possible service availability and performance.

Technical Assistant

• Jul 2003 - Jun 2010

- generated reports for the technicians -database and texnaia customer service for flight information.-install hardware and software. - generated reports for the technicians -database and texnaia customer service for flight information.-install hardware and software.