Highly motivated and results-oriented IT Analyst with over 9 years of experience in the BPO industry. Proven ability to troubleshoot and resolve complex technical issues, configure desktops, test and deploy new applications, and provide excellent customer support. Skilled in network, system, and telephony troubleshooting, with in-depth knowledge of Active Directory, IP addressing, and various network management tools.
• Global IT remote support that handles intermediate to complex issues.
• Monitors service request tickets, business needs and email correspondence. Assigns and support staff in handling the service request
• Ensures effective team management by delegating task for projects and work on accomplishing it as a team after evaluating and prioritizing each task and projects
• Communicates and interacts with different internal stakeholders to understand their current operation requirements and concerns
• Provides support to the IT Team in the configuration of desktops suited for client operational requirements
• Handles and manages the troubleshooting and resolution of problems and issues in a timely and professional manner, and that such activities are documented properly either through reports or reporting modules
