Industry:Call Center / IT-Enabled Services / BPOEmployment Period:November 2017 to August 2019 (21 Months)Duties and Responsibilities:• Responsible for ensuring the efficiency and workability of computer equipment and peripherals by identifying and resolving hardware and software problems reported to the ticketing system in support of the company's operations
• Handles ticket requests quickly and efficiently though utilizing existing documentation, training & resources ensuring that ticket requests are accomplished according to the set standard response/resolution time
• Solicits relevant information from the client to sufficiently describe non-routine problems to other IT service groups (i.e. Telecoms and Network Engineering, Systems Administration Group, Corporate Solutions Development Group) for problem resolution Interfaces with client end-users to discuss and understand the requirements as well as explain the actions taken to close the ticket and achieve client's satisfaction
• Coordinates with the Technical Support Supervisor and colleagues regarding daily technical support group activities
• Prepares reports regarding required by the Technical Support Group Supervisor Speaks of ideas clearly and articulately in all presentation and situation may it be for internal or external clients
• Corresponds with and generates reports for the group with all regard for style and language. Comes up with improvement initiatives and new ideas to solve and complete tasks and tickets
• Proposes corrective actions to errors encountered in the program and program changes
• Ensures that services provided comply with the company's external and/or customer standards such as ISO, BS7799, SEICMM, COPC, HIPAA, etc.
• Handles ticket requests quickly and efficiently though utilizing existing documentation, training & resources ensuring that ticket requests are accomplished according to the set standard response/resolution time
• Solicits relevant information from the client to sufficiently describe non-routine problems to other IT service groups (i.e. Telecoms and Network Engineering, Systems Administration Group, Corporate Solutions Development Group) for problem resolution Interfaces with client end-users to discuss and understand the requirements as well as explain the actions taken to close the ticket and achieve client's satisfaction
• Coordinates with the Technical Support Supervisor and colleagues regarding daily technical support group activities
• Prepares reports regarding required by the Technical Support Group Supervisor Speaks of ideas clearly and articulately in all presentation and situation may it be for internal or external clients
• Corresponds with and generates reports for the group with all regard for style and language. Comes up with improvement initiatives and new ideas to solve and complete tasks and tickets
• Proposes corrective actions to errors encountered in the program and program changes
• Ensures that services provided comply with the company's external and/or customer standards such as ISO, BS7799, SEICMM, COPC, HIPAA, etc.
- Six Sigma White Belt
- Information Security Awareness
- Foundation Level Threat Intelligence Analyst
- Fundamentals of Quantum Computing
- Ethical Hacking Essentials
- Digital Forensics Essentials
- Network Defense Essentials
- Technical Support Fundamentals
- Official ISC2 Certified in Cybersecurity (CC)
- Veeam Backup for Microsoft 365
- Oracle Cloud Infrastructure 2022 Foundations Associate
With his years of experience, he has already handled the following tasks:- Handles ticket requests and efficiently utilizes existing documentation, training & resources
- Part of the UAT (User Assistance Team), doing the hardware setting up like internet connectivity, VLANs, configuration, etc.
- Systems administration and networking (beginner to intermediate)
- Supporting and maintaining Windows servers (2016 and 2019) & Desktops
- Supporting Citrix end-user support, a virtualized environment like Hyper-V, and an Azure cloud environment
He has experience supporting clients from Japan, the US, and Australia with their technical issuesOne of his major accomplishments at work is when he was promoted twice from being a Technical Support Engineer to Senior Technical Support Engineer all the way up to Service Desk and Incident Management.
He is proficient in using the following tools:
- Remote Access (LogMein, Anydesk, Bomgar, and Quick Assist)
- Ticketing tools (ServiceNow, Jira, Salesforce, and Siebel)
- Active Directory
- Microsoft 365
- VoIP
He can start after 30 days notice and is amenable to working any shift schedule for Full-time roles.Predictive Index Behavioral Profile- Altruist
Strongest Behaviors
- Teaches and shares; often working collaboratively with others to help in any capacity.
- Accommodating; most comfortable working with others, often puts team/company goals before personal goals. Promotes teamwork by actively sharing authority.
Behavioral SummaryEager to be sure that things are done exactly right, Paul follow-up carefully and closely if the work requires delegation of details to others. When it is necessary to be critical, will try to do that in a constructive, supportive manner. His sense of urgency and sense of duty combine to make someone who is actively concerned about the timeliness, as well as the correctness, of any work for which they are held responsible.
In general, Paul is a cautious and careful person, respectful of company authority and traditions, a specialist who avoids risk and uncertainty by taking care to do things properly, working within the company’s formal organizational structure.