Technical Support Analyst

• May 2022 - Present

Service Desk Engineer II

• Dec 2021 - Feb 2022

• Analyze, diagnose and resolve problems on hardware, software, OS, applications and devices - Install, configure and troubleshoot computers, computer related peripheral hardware, software and network connectivity. • Supporting VPN, SaaS, Active Directory, Windows, O365, Azure, Okta, Salesforce, SSO, MFA, Cisco Jabber, Finesse, MS Teams, VMWare, Networking, and other IT-related platforms • Resolve escalated tickets from level 1 • Analyze, diagnose and resolve problems on hardware, software, OS, applications and devices - Install, configure and troubleshoot computers, computer related peripheral hardware, software and network connectivity. • Supporting VPN, SaaS, Active Directory, Windows, O365, Azure, Okta, Salesforce, SSO, MFA, Cisco Jabber, Finesse, MS Teams, VMWare, Networking, and other IT-related platforms • Resolve escalated tickets from level 1

Technical Support Engineer

• Jan 2019 - Dec 2021

• Performed troubleshooting and root cause analysis activities for reported issues, through review of account configurations or application logs. • Resolve domain provider issues - DNS/Domain Setup, configure email and run basic Linux scripts • Creating new accounts in Office365 and GSuite as well as administration, and permission access • Providing support to operation and development tasks • Served as the primary liaison between the customer and FFM Online for technical related issues. • Displayed knowledge of security assessment, vulnerability management and compliance auditing Show less

Technical Support Engineer

• Feb 2017 - Jan 2019

• Serve as first point of contact for customers – Internal and External customers • Working as part of a service delivery team, provide first-level technical support to assigned clients, both remote and on-site. Assist clients with initial equipment setup, virus removal, software updates, and hardware incidents all while effectively communicating issues and updates to IT Managers • Supporting the Regional Infrastructure team of stakeholders across 5 countries in SE Asia • Manage ticket in Zendesk and ServiceNow and call management • Collect information and resolution updates from System Operation and End User Support Teams • Support SAP, SaaS, SCCM, Active Directory, Office 365, VPN, Windows, and all other IT related platform Show less

Subject Matter Expert (SME) - MICROSOFT

• Oct 2015 - Sep 2016

• Provide 2nd and 3rd level of technical support• Subject Matter Expert for Windows and Office• Supervise and train L1 agents (15-20 agents)• Supporting Windows and Office issue and resolve escalated tickets from technical support team (tier 2)• Conduct training, coaching, audit, plan, and report

Technical Support II - MICROSOFT

• Oct 2013 - Oct 2015

• Provide a high level of technical support in responding to user’s incidents and service requests for Information for hardware and software issue from level 1• Collaborate with the team to resolve complex issue• Resolve issues with (DIA) Download, Install and Activation, Sharepoint, Exchange, Lync, Skype for Business, Active Directory, Networking and MS Office.