I am an IT Support for 8 years. I've been through different aspects in IT like being a back office support, a global service desk, an internet provider technical support and a level 2 provisioning specialist. During those years, I really enjoyed being a support specially when I resolve a customer/client's ----------- give me this satisfaction by helping and resolving their concerns. However, as time passed by, I realize that I need to focus on a specific role where I could honed my skills and become and expert. I d----------- to focus as a Service Desk.
My knowledge as a Service Desk includes:
• Active listening to understand client queries and concerns.
• Installs, configures and troubleshoots desktop systems, workstations, servers
and network issues in a fast-paced environment.
• Provision group policies on active directory based on client's project or account.
• Assist client with password reset, sophos and bitlocker issue
• Remote Troubleshooting to assist non-technical savvy clients.
• Creation and installation of VPN certificates for remote employees.
• Documents, tracks and monitors client i----------- in ticketing system.
• Host meeting and collaborate with Engineers to expedite I----------- and Outages.
My Skills includes:
- Active Listening
- Good communication skills
- Technical support expertise
- Accuracy and efficiency
- Multitasking abilities
- Excellent work ethic
- Can adapt to fast-paced environment
- Can work with minimum supervision
Work Tools:
>Phone System: Humanify, Avaya Soft/Hard phone, Amazon Web Services(AWS)
>Front end Tools: Service Provisioning System (SPS), CRM, IAS, Staff/Members Portal
>Database: Clarity, Ninja Cerillion, SQL
>Documentation/Ticketing: CSWeb, Asknow/Servicenow, JIRA Atlassian
>Other: Active Directory, Google Workspace, Office 365, Skype, Zoom, MS Teams, Slack,
