Technical Skills include Active Directory, Group Policy, Print Management Services, Exchange and Office 365, Mail Filters (-----------cast, Trustwave etc.), Backup Technologies (Veeam, Shadow Protect, Azure AWS etc.), Workstation and Server Maintenance and Support, Cloud Technologies (VSPHERE / HYPER-V / CITRIX / AZURE / AWS), Other Services (DFS, DNS, DHCP, SCCM, SHAREPOINT, NTFS, POWERSHELL, ESXi ), Firewall Configuration, Antivirus Maintenance, Ticketing System (Connectwise, Remedy etc.), RMM (Continuum, Labtech, Teamviewer, etc.), Monitoring System (PRTG), Phone System (3CX, Avaya etc.)Team Leader skills include: Manages Metric of each tea-----------mbers, Conducts Regular Coaching to tea-----------mbers, Checks on Performance Patterns of each tea-----------mbers, Reports to the Management about team performance, Rolling out new processes to tea-----------mbers, ? Checks on behavioral patterns of each tea-----------mbers, Guiding each tea-----------mber through different processes, Giving out incentives for top performers and achievers, Reporting different KPIs to both management and employeesService Desk Coordinator skills include: Resource Management, Allocation of engineers through different tickets, Assigning Onsite, Coordinating with engineers on their scheduled onsite, Coordinating with clients about the scheduled Onsite, Making sure high priority tickets are updated everyday, Making sure proper ticket update process are being followed by engineers, Escalating site wide issues and making sure the SLA’s are met, Coordination with escalation manager and problem management coordinator for specific resource allocation, Proper calendar order process is followed, Support SMAC Rules / SOP are followed, Checking on proper ticket tagging are being met for more accurate reporting, Average resolution time for helpdesk should not exceed 1 hour, Keep following up on project tickets and proper dates of assignment, Make sure that engineer keep clients up to date with their tickets, Send out weekly service desk utilization report for both client and management, Capturing common issues and high priority trends, Raising Problem Management Tickets and assigning to engineer who can efficiently fix it, Capturing common trends and issues (computer and server), Handling Server Alerts and troubleshooting to rectify the issueLanguages: English, Filipino
Verified
