Experience

V.Group

• United Kingdom
• Maritime Transportation
• 400 - 500 Employee

• Vessel Systems Support Officer

  • Nov 2012 - Present

  • Provide support and incident handling to all IT related maters• Setup, install & Support vessel IT Infrastructure• Develop and maintain user, system and operational documentation for vessel IT usage• Ensure services are delivered according to V.Ships Principles and guidelines for vessel IT support and best practices as applicable• Contribute and ensure vessel IT problem management • Provide support and incident handling to all IT related maters• Setup, install & Support vessel IT Infrastructure• Develop and maintain user, system and operational documentation for vessel IT usage• Ensure services are delivered according to V.Ships Principles and guidelines for vessel IT support and best practices as applicable• Contribute and ensure vessel IT problem management



ATOS Information Technology

• Tier Two IT Help Desk

  • Sep 2007 - Nov 2012

  • Ensuring that the Help Desk operates as a highly professional service that meets the needs of the company • Working with customers/employees to identify computer problems and advising on the solution• Logging and keeping records of customer/employee queries• Analysing call logs so you can spot common trends and underlying problems• Updating self-help documents so customers/employees can try to fix problems themselves• Working with field engineers to visit customers/employees if the problem is more serious• Testing and fixing faulty equipment



Concentrix

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Tier Two – Product Support Specialist

  • Jan 2005 - Sep 2007

  January 2005 - January 2006: Product Support Representative (voice &chat) - Level 1● Serves as First Level Tier of technical support for wired and wireless Linksys devices such as switches, hubs wired and wireless network adapters; and wired and wireless broadband SOHO routers.● Troubleshoots all possible technical (networking) problems covering the devices stated above.January 2006 May 2007: Team OIC● Acts as an immediate superior for fist level technicians in the absence of a Team Leader. Provides assistance to my teammates.● Coaches and trains teammates on proper troubleshooting process to improve performance.● Monitor the agents real-time or thru CMS / VLS and provide immediate feedback to agents.May – September 2007- : Product Support Specialist (voice) - Level 2● Handles all second level concerns in any media.● Deals with Specialty devices and escalated cases concerning Wireless Music and Media Adapter Systems, VPN Connections, Voice Over IP Devices, Windows XP Media Center Extender, Print servers, Video Cameras and Network Attached Storage.● Performs outbound call per customers request for problem resolution and customer satisfaction.