Technical Support-L2 Partner Engagement Dedicated Tech
WORK EXPERIENCE
Technical Support L2 – Partner Engagement
ConnectWise
January 2023 – Present
Clark, Pampanga
Achievements / Tasks
- Monitor, process, and work on tickets in Service Boards in ConnectWise Manage.
- Review, update, edit, create, and maintain configurations inside Microsoft Office 365 customer tenants.
- Manage O365 license and Mailbox & Distribution lists permissions.
- Escalate and manage scheduling of tickets to ConnectWise Help Desk.
- Interact with and communicate with end-user customers and internal contacts.
- Communicate with customer end-users directly via call and email during required ticket activities, scheduling, escalation, and troubleshooting.
- Manage, create, and edit accounts on Active Directory
- Install, administer, and remove ConnectWise RMM system agent on supported computers.
- Plan, schedule, and execute installation and upgrades of software on computers.
- Troubleshoot MFA from various applications and mobile devices
- Review, create, edit, update, and maintain documents and information in IT Glue/WIKI and separate stand-alone documentation for customers.
- Remote Desktop Troubleshooting in a Citrix Environment.
- Managing and resetting sessions from the server and Citrix Studio.
- Updating and rebooting of server.
- Schedule, execute installation and upgrade software on the server and deploy to user’s workspace.
- Working on file backup from Veaam per user request.
- Handling Disk Full issue with the help of Tree Size application.
Service Desk Team Leader
Wipro, Elevance Health Account
August 2021 – August 2022
Quezon City, Philippines
Achievements / Tasks
- Day to day supervision of a group of IT Service Desk associates including work and attendance monitoring in accordance with organizations policy and applicable legal requirements.
- Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.
- Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
- Ensure service delivered to our user meets the Key Performance
- Indicator (‘KPIs’) and expectations
- Provided subject matter expertise in handling escalated customer calls as needed.
- Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input.
- Stay current on internal work processes, policies, and procedures. Communicate expectations to employees and provide timely updates. Attending required manager development training.
IT Service Desk
Wipro, S&P Global Account
April 2018 – August 2021
Quezon City, Philippines.
Achievements / Tasks
- Administer & resolve tickets either incident or requests coming from users through ServiceNow (Ticketing System) via call, chat, and email.
- Install client components on user machines and assist with the resolution of technical issues pertaining to these
- Escalate problems/issues to internal subject matter experts, vendors, as appropriate. Correlate multiple events to facilitate issue identification.
- Ensure that escalated incidents are documented, resolved, and closed.
- Creates a positive customer support experience by handling concerns in a highly professional manner.
- Ensure that the scorecard is maintained as per SLA. Achieve the targets set based on the standard KPI.
Customer Support Associate II
Convergys
April 2016 – February 2018
Quezon City, Philippines
Achievements / Tasks
- Communicate with customers via phone.
- Provide knowledgeable answers to questions about a product, pricing and availability.
- Work with internal departments to meet customer's needs.
- Provides desk-side assistance in resolving technology support issues.
- Provides effective customer service in a 24X7X365 production environment.
SKILLS
- Active Directory, Microsoft Office 365, MS Exchange, Citrix & Citrix Studio, VMWare 2016, Azure Active Directory, Mimecast, Veaam Backup, ConnectWise Manage, ConnectWise RMM, VPN Global Protect, Cisco AnyConnect), MFA (Cisco Duo and Microsoft Authenticator), Egnyte, IT Glue, Remote Desktop Troubleshooting, Troubleshooting Windows and Mac hardware and software Issues
CERTIFICATIONS
Lean Six Sigma White Belt Certification
EDUCATION
Bachelor of Science in Information and Communications Technology
Bulacan State University
June 2012 – April 2016
Malolos, Bulacan
