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概要
Information Technology resource with over 12 years of IT support, project management experience. I am an energetic, results-driven professional with good problem-solving, presentation and communication skills.
My core skills includes
- Technical Project Management
- Microsoft Exchange
- Office 365
-Â Linux
- Mobile device management
- Customer Relationship Management
项目
工作经历
Service Desk Advisor - L2
Answer incoming support calls via the telephone and the Service Desk system.
Logging of customer requests and incidents and raise corresponding support tickets within the call-logging system.
Prioritise & escalate problems based on the business impact
Diagnosing and rectifying issues and queries following first line fix criteria and where possible resolving at first call.
Participate in CCN prioritisation calls and perform UAT testing of CCN.
Ensure that incidents and requests are handled according to Service Desk SLAs
Constant communication with Development resources to complete new requests and chase on slow progressing tasks
Escalate SLA breaches to technical principles.
Providing support for Applicant Tracking System (ATS), Recruit.
Participation in services review meeting with external clients and update MoM for boards review.
Assisted in the development of system documentation (SOPs).
Training new resources about internal systems.
Sr. Network and Systems Engineer
Manage AT&T software related installation and configurations as per SOP.
Perform Data and Processes analysis for optimizing services.
Participate in Pre and Post sales meeting.
Conduct regular trend analysis, document and report results.
Delivering Presentation to Line manager and Project head.
Provided regular continuous improvement ideas and solutions to increase the effectiveness of support services.
Recommended systems modifications to reduce user problems.
Completing IT projects (Routers and Software deployment‚ as per requirements and document all activities of software integration with existing sale system of AT&T).
Assisted in the development of system documentation (SOPs).
Providing training to new hires and adding skills to resolve problems smartly with knowledge base.
System Engineer
Working as L2 & L3 support engineer. Providing technical support to local and remote users.
