Tier 2 Technical Support Analyst, SolarWinds PhilippinesNovember 2021 - Present? Responding to customer inquiries and providing technical support via email or remote sessions? Diagnosing and resolving technical issues related to Solarwinds? Troubleshooting issues and providing solutions in a timely and effective manner.? Documenting support i----------- and creating knowledge base articles to help other tea-----------mbers and customers.? Escalating complex issues to the appropriate teams and following up to ensure resolution.Support Center Analyst / KCS Coach / Quality Service DeliveryJune 2018 - November 2021? Develop and implement the KCS program within the support center? Coach and mentor the support team on KCS principles and processes? Ensure the support center's knowledge base is up-to-date, accurate, and easily accessible? Facilitate KCS-related training sessions for agents? Collaborate with other KCS Coaches across the company to share best practices and ensure consistency in the KCS program's implementationInformation Technology Analyst, Connected IntelligenceJanuary 2015 - April 2018? Exchange Management Console - creation/modifications of user profiles and mail flow management? Systems and network administrator ? Office 365 & Exchange console- creation/modifications of user profiles, emails, licenses, and subscriptions. ? VMWare (ESX) | Server Management (2003/2008/2012) | SharePoint
