June/22/2009 – Present
Work from Home
Project1: NetroMedia (Ended Project) - Technical Support Rep
Project2: GuruIT (Ended Project) - Systems Engineer
Project3: TechGroup (Current Project) - Systems Engineer
Providing 1st and 2nd line technical support, answering support queries via phone, email & live chat support
Handling incoming incidents via the phone / e-mail promptly and effectively.
Diagnosing and resolving a wide range of technical issues over the phone.
Take ownership of a call and seeing it through to closure.
Investigating and implementing ways of reducing calls to the Help Desk.
Keeping customers updated as to progress.
Answering & responding to all calls & requests within agreed time scales.
Provide troubleshooting and configuration support for client desktop and
Provided technical support to clients having streaming issues with Wowza servers.
Performed selling techniques.
Remote administration and management of customer premises equipment.
Carrying out user administration and set up.
Recording and auctioning faults as reported on: PC’s, servers, laptops and mobile.
Determining the nature of faults and the steps required to rectify it.
Creating and maintaining email profiles for users.
Writing progress and statistical reports for supervisors and managers.
Using remote control software tools to provide fault resolution and diagnosis.
Creating and administrating Microsoft Exchange email accounts.
Document and maintain Technical Support policies and procedures.
The update and maintenance of the IT service desk authorized user’s database.
Train and supervise other support engineering staff.
Track, monitor and report on all Help Desk incidents within defined customer service levels.
January/2/2008 to January/26/2009
Project: Dell NOC (Network Operations Center)
Deskside Support Analyst Engineer
Troubleshoot IM’s (Incident Management) tickets generated by desktops and servers with its documentation.
Monitored and resolve critical applications.
Monitored desktop performance and servers where I provided feedback to the customer.
Created CM’s (Change Management) and performed monthly patch deployment to more than 200 desktop machines.
Tested patches before deploying them on a testing environment.
Created reports of IM’s (Incident Management) generated
Created support documentation for troubleshooting and procedures
Monitored SLA’s (Service Level Agreement)
Performed research on projects assigned
May/15/2005 to December/28/2008
Project: Solvay Pharmaceuticals
Bilingual Technical Support Analyst
Bilingual Technical Support Analyst II
Received calls and opened tickets for technical support incidents to resolve hardware, software, dial-up, broadband, wireless issues, VPN, critical applications, etc.
Created support documentation for troubleshooting and procedures for T1´s analyst to follow.
Assisted and guided T1´s analyst within their daily duties.
Follow up on solutions on all tickets opened by end users and on the unsolved T1 analyst incidents.
Provide assistance to customers with SAP Basis such as password resets, unlocks, printing problems, invoices not generating correctly, information on transaction codes, helped customers access the correct module, uninstalled and reinstalled SAP GUI,
Account administration for Active Directory.
Provided 24 x 7 afterhours support
Write Business Process Procedures
Train new hire analyst
Monitored SLA´s (Service Level Agreement)
Aprox. 1 year
Projects: SBC Yahoo Global DSL and Hewlett Packard Co.
Bilingual Technical Support Agent
Provided technical support to users with their HP computers in the U.S.
Software and hardware troubleshooting
Dial-up, broadband, wireless troubleshooting
Keep users updated with current software and hardware
Remove spyware and virus from the customer’s machine.