System Engineer dedicated in exceeding client expectations by verifying satisfactoryresolutions for every submitted ticket. Ready to leverage deep technical knowledge focuson delivering excellence.
EXPERIENCE
CLIENT SUPPORT TECHNICIAN
ProComputer – Moorestown Philadelphia USA / January 2023-Present
• Serve as a level 2 escalation technician that supports direct to users and company Its.
• MSP Support, handles over 50 clients
• Diagnose and troubleshoot hardware issues that daily used by users.
• Administer and manages GSUITE and Office 365 admin (Exchange andSharepoint)
• Process user’s onboarding through Active Directory, laptop setup, laptopdecommissioning, clean up and re-image.
• Dispatch Onsite Service Technician
• Monitor and verify backup (Veeam, Carbonite, Datto)
• Monitor and manages servers (RDS, DC)
• Monitor and configure Anti-Virus (Huntress, Webroot)
CLIENT CARE CONSULTANT / MICROSOFT APPLICATION SUPPORT
Flexisource IT – Sensei Project Solutions Au /Makati, PH / Sept 2022 – January 2023
• Main support is Sensei IQ that is built from Microsoft Power Apps.
• Execute basic SQL queries in checking error logs, integration and reporting hubreports• Provides support in minor enhancement applications built from PowerApps
• Configuration in MS Project, Project Online and Project for the web
TECHNICAL SUPPORT ENGINEER
Dell International Services /BGC, PH / May 2021 – September 2022
???Email support handles Philippines consumer and commercial users.
• Diagnose, troubleshoot, and dispatch hardware products for Dell user
• Ticketing tool: Salesforce
SYSTEM ENGINEER
Tata Consultancy Services/ BGC Taguig, PH / June 2018 – May 2021
• Routinely exceed call-handling goals and making sure to provide customer service,troubleshooting, as well as i----------- escalation for all users contacting the 24 x 7 x365 Service desk
• Diagnose, troubleshoot and resolve a range of software, hardware andconnectivity issues. Excel in asking probing questions and researching, analyzingand rectifying problems.
• Provides corporate desktop support services including Laptop Issues [No network,disabled WIFI / drivers, slow performance, blue screen, BitLocker Key, pin resetassistance], Firewall, Network Drive configuration, Network Printer Support, Useraccount administration and other Hardware, Software, Telecom, andCommunication services with support from Senior Tier 1 or Tier 2 Operations teammembers.
• Provides mobile support for both Android / iPhone users
• sProvides general service desk support such as main access/roles to aspecific application, member profile, permission for a specific network driveand etc.
• Processes all support requests within SLA and following procedural requirements.
• Researching, diagnosing and troubleshooting advanced support issues includingi----------- management while providing quality and timely resolution.
• Relevant experience with Active Directory and Radia Console
• Basic knowledge in VPNs, Windows, DNS, Meraki and Network Configuration
• Proficient Microsoft Office 365
