Brief Introduction

Dedicated IT professional with over four years of experience in customer support, technical troubleshooting, and desktop support. Proven ability to manage and resolve complex technical issues, enhance user experience, and improve operational efficiency. Seeking a challenging position to leverage my expertise in IT support and advance my career with opportunities for growth and higher compensation.

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Skillset

• 4 years of relevant experience
• End Users
• VPN
• Microsoft Office 365
• Remote Desktop
• Citrix Winframe
• VMware
• Internet Access
• Software Installation
• Answering the Phones
• Service Desk
• Laptops
• Microsoft SharePoint
• English
• Multi-tasking
• Problem Solving
• Time Management
• Microsoft Office

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Work Experience

• Remote Desktop Support L2

  Dec 2022 - May 2024

  
  
  • Provide Level 2 support for end users to fix issues related to laptops, desktops, Citrix, VMWare, headsets and other peripherals, printers, internet connections, VPNs, Microsoft O365 applications, network drives, software installation and repairs, etc. Assisted end users with password resets. Performed basic troubleshooting for MS Office applications. Resolved issues related to slow internet, network, and other company applications. Managed mobile device enrollments. Registered users to MSA. Tools Used: Office 365, Active Directory, VMWare, Bomgar, Service Now, ITSM, Avaia, Citrix Reason for Leaving: Seeking a higher salary and additional benefits as current compensation is 24k.
  
  

• Global Service Desk

  Feb 2021 - Dec 2022

  
  
  • Answer calls from end users and help them with their technical inquiries, password resets, account login issues to different applications and tools, and issues related to network connections, VPNs, laptops, desktops, company-provided mobile devices, printers, emails, SharePoint, network drives, Microsoft O365 applications, software requests, etc.
  
  

• Billing Associate

  Jun 2020 - Feb 2021

  
  
  • Answer calls from customers inquiring about their device and appliance insurance, plan renewal and cancellation, refund and dispute requests, unknown charges, general inquiries, etc.
  
  

• Trainee

  Jan 2020 - Apr 2020

  
  
  • Managed a telecommunications account. Participated in the initial nesting phase before the account was discontinued. Reason for Leaving: Account discontinuation due to the pandemic lockdown.
  
  

• Healthcare Advocate

  Dec 2017 - Jan 2020

  
  
  • Answer calls from patients inquiring about their health insurance benefits and eligibility, clarification and disputes about unpaid and denied medical claims, etc. Managed incoming calls (20-30 customers/day) related to claims and benefits. Reason for Leaving: Despite being a top agent, lack of salary increase led to seeking better opportunities.
  
  

• Warehouse in-charge

  Jan 2002 - Jun 2006

  
  
  • Oversee warehouse operations, maintain cleanliness, monitor in and out inventory, liquidate daily sales, prepare purchase orders, and provide daily, weekly, and monthly sales reports.
  
  

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Education

• Degree: Bachelor of Arts

  Major: Duration: Jun 2006 - Mar 2009
  

  Degree:

  Major: Duration: Jun 1999 - May 2001