Emmanuel N. B.

Social Media Consultant / IT Consultant

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Programación y Tecnología

Sobre mí
Results-oriented, with about five years of growing and successful, highly motivated career, exposed to multicultural experiences, fluid English speaker for business purposes, ability to develop and implement strategies that deliver value to the results of the company.

Strong abilities in analyzing and troubleshooting. Effective management of multiple priorities and projects. Able to develop and maintain productive rates at all levels of the organization. Ability to learn in a short time.

College life was a structured and disciplined learning environment, classes and coursework took up a lot of time, but I learned to prioritize and stay focused to get things done and still have time for fun.
Historia laboral
* CompuCom (Information Technology & Services): - Provided Tier 1 IT support for 500+ users.
- Professional Bilingual Technical Support.
- Working knowledge of ITIL framework.
- Management and administration of Active Directory on six different domains.
- Support for VPN connections (e.g. Junos Pulse).
- RSA Security Administration Admin Console support for three different companies.
- Voice Support & Email Technical Support to ensure closure as per ITIL Incident Management process.
- Follow-up / update ticket for every call to ensure timely closure.
- Demonstrated call ownership, drive to resolution and communication with customer
- Performed Life Cycle of Incident Management Process, starting with Incident Logging to Call Closure and customer satisfaction survey.
- Telephonic support to End Users and co-ordination with Vendors, Client Problem Management team and other Towers.
- Proactive monitoring and performed documented escalation process.
- Troubleshooting on Application Support (Off Shelf or Customized)
- Troubleshooting on Printers & MFDs
- Troubleshooting on VPN software and Collaboration tools
- Troubleshooting on Password Reset tools and Remote Control tools
- Troubleshooting of MS Windows & Office (versions 2003 to 2013), desktops, laptops, iPad peripherals and networking
- Troubleshooting application and workplace IT & communications and collaboration support (including IP Telephony).
- Interaction with internal and external stakeholders.
- Service Now

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