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IT Helpdesk_Tech_Support
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Degrees
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B.S Computer Engineering
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My Expert Service
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I've been working as an IT Helpdesk support over the last two years in a very demanding and challenging environment. I was exposed to a lot of good and intelligent IT people that helps me further develop my technical skills and widen my knowledge in technology.
I wanted to continue learning and broaden my skills and knowledge and that is the reason why I opted to work here a freelancer to provide support and share my knowledge and skills.
I want to use my spare time on sharing my skills and collaborating my experience with other people all around the world and at the same time earning extra money.
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Experience & Qualifications
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Work Experience
Febuary 1, 2010 - Present
Mckinset & Company – Manila Shared Service Center
IT Global Help Desk
29th Floor Equitable Tower Paseo de Roxas, Makati City
• Troubleshooting all IT applications, remote connectivity, and directory services issues related to workstation support
• Resolve technical issues against tight timelines
• Interface with other McKinsey IT support groups
• Continually contribute to knowledge base as issues/solutions arise
• Collaborate in the hand-over of requests with colleagues in other region
• Supporting IT tools being used in the firm all over the world and resolving issues encountered by end-users mainly; Windows XP, 7, ADS, Blackberry, 3G connectivity, VPN connection, Web-based applications, Lotus Notes, Lenovo and HP laptops and tablets, Microsoft office, other application and softwares that are being used by consultants.
November 03, 2008 – January, 2010
DELL International Services Philippines – TelePeformance Phils.
L1 Senior Technical Support Specialist
2nd Floor North Park Building SM Mall of Asia, Pasay City
• Diagnosis & troubleshooting of Dell High-End Laptop and Desktop Computers via telephone/email, also includes servers/storage & software systems within standard time frames or service level agreement (SLA) from Dell Home and Small business consumers in Australia and New Zealand.
• Remotely diagnosing the problem of the end-user using Remote diagnosis tools
• Mainly hardware diagnosis and guiding consumers over the phone in tearing down the system to accurately solve or create dispatches to provide excellent solution and customer experience.
• Troubleshooting advance OS (Windows XP, VISTA, 7, Linux) issues, WLAN, LAN connections and some limited advance Microsoft and other software applications.
• Doing cross-selling of Dell products and services over the phone
• Escalation of issues to the Product Support team and/or Technical Support Manager in order to resolve the issue to the customer's complete satisfaction.
• Analytical, articulate, result-oriented and provide excellent follow up.
• Maintain accurate call logging and tracking into helpdesk database.
• Possess excellent communication skills and the ability to work with diverse range of people with varying levels of technical understanding and ability in international environment.
June 2008 – March 2008
HSBC Electronic Data Processing Philippines
Operation Associate (Customer Service Representative)
• Receives customer calls in a call centre environment. Continuously provide high quality service to achieve maximum customer satisfaction within the specified Performance Level Agreements (PL)
• Responsible for relationship building and account management while resolving customer inquiries in a professional manner
• Handling billing disputes, payment by phone, fraud investigation and credit statement inquiries and escalation request regarding US customers of HSBC credit cards.
• Providing cross-selling of HSBC mortgage, Car loans, balance transfer and other HSBC products and services
QUALIFICATIONS AND SKILLS:
IT skills and knowledge
* Hardware troubleshooting (desktop, laptop/tablet, printers, projectors)
* Blackberry support (RIM, hardware issues)
* Networking (LAN/WAN, WLAN/3g connectivity, VPN connection)
* Windows (XP, 7, Vista) Active Directory
* MAC OS X
* Lotus Notes 6.5, 8.2, and 8.5
* Virus removal
* MS office 2003, 2007 and 2010
* VoiP telephony system
* PDA handheld devices
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Available Modes Of Communication
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email/chat
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Most Recent Client Reviews
(Read all 1 reviews)
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by
bigbry2k3
on
Oct 2 2010
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very knowledgable
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(Read all 1 reviews)
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Contact
IT Helpdesk_Tech_Support
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