Support Engineer

• Jun 2021 - Present

• Performing desktop & server administration, configurations, software installations, upgrades, maintenance, and backups. • Logging all service desk interactions in our electronic ticket system ConnectWise Manage. • Active Directory and Office 365 Administration. • Performing Remote Desktop Support, Microsoft Office 365 and domain management, Basic network troubleshooting, installing printers, Creating, and adding new users to Active Directory, Group policy management, Outlook related issues, Hardware troubleshooting, setting up new computers to new users. • Liaising with third party software support team for technical issue. • Onsite visit to client sites for troubleshooting technical issue, computer repair and setup. • Managing and setup 3CX phone system for customers. • Setting up Microsoft Teams number for new users using PowerShell scripts • Responding to customer requests by providing technical assistance through phone and remote support tools. • Engaging with the end-users, as well as stakeholders to maintain and meet SLA requirements. • Taking ownership of problems and escalating cases to appropriate technical teams. • Participating in creating technical documents and uploading them using the ConnectWise ticketing system and IT Glue. • Creating and updating KB articles through IT Glue. • Computer setup according to customer’s requirements. • Troubleshooting windows technical issue. • Troubleshooting Mac OS technical issue or software related. Show less

Team Member

• Nov 2017 - Jul 2021

System Administrator

• Dec 2020 - Mar 2021