Brief Introduction

Experienced IT Professional with a demonstrated history of working in the Information technology and BPO industry for almost five (5+) years. Skilled in troubleshooting and installation of hardware and software. He has strong technical skills as well as excellent interpersonal skills, enabling him to interact with a wide range of clients. A goal oriented with and passionate professional who is driven to achieve optimum business results. He is eager to be challenged in order to grow and further improve his IT skills.

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Skillset

• 4 years of relevant experience
• Troubleshooting software and hardware
• Service Now
• JIRA
• Freshdesk
• Cisco Meraki
• TightVNC
• Unifi
• Splashtop

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Work Experience

• Service Desk Support

  Jan 2023 - Nov 2023

  
  
  • Provide Tier 1 Service Desk support for Sandbox VR, addressing computer and hardware troubleshooting, network and wireless connectivity issues, logical and physical access permissions, and VR-related equipment problems. Install, configure, and upgrade PC software; educate staff on new technologies. Deploy, configure, and support operating systems on desktops and mobiles remotely using Splashtop and TightVNC. Interact with store staff via Slack for IT issues and queries, providing solutions by identifying problems, researching answers, and guiding through corrective steps. Record interactions using JIRA and Freshdesk ticketing systems, ensuring accurate and complete ticket profiles, logs, and resolution details. Troubleshoot and identify technical problems, diagnose error messages, determine causes, and either provide resolutions or escalate to the appropriate support team. Track and monitor the status of assigned tickets to ensure proper follow-up and resolution within SLA. Inform Tier 2 support of incidents affecting service interruption using proper escalation procedures. Escalate tickets not resolved by Tier 1 support within targeted SLAs. Maintain a high degree of customer service for all support queries, adhering to all service management principles. Participate in team huddles to contribute to the success of the team and organization. Reason for Leaving: He wanted to advance his skills and experience in the IT field.
  
  

• Technical Support Associate

  Feb 2019 - Jan 2023

  
  
  • Develop, supervise, and evaluate quality assurance processes to meet industry standards. Handle calls and emails regarding general IT inquiries and operational hardware and software installation, configuration, maintenance, support, and troubleshooting for clients. Install and perform minor repairs to hardware, software, and peripheral equipment according to design or installation specifications. Manage technology services, including LAN/WAN, telecommunication connections, network monitoring, server management, and directory and file services. Develop new software and web applications; modify and enhance existing software and/or web applications for clients within expected time, quality, and completion metrics. Oversee daily performance of computer systems; conduct computer diagnostics to investigate and resolve problems. Ensure proper control over development, integration, and documentation of processes.
  
  

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Education

• Degree: Bachelor of Science

  Major: Duration: Jun 2012 - Mar 2016