Cloud Servers & Virtual Desktop | Tech Support | ServiceDesk

Overview

Looking for full-time work (8 hours/day)

at $10.23/hour ($1,799.99/month)

Associates degree

Last Active

February 28th, 2024 (291 days ago)

Member Since

January 6th, 2013

Profile Description

WORK HISTORY
 


Dizzion Inc. (Desktop as a Service | DaaS & Virtual Desktops)Address: 600 17th St #2600s, Denver, CO 80202, US
- Respond to Support calls and log new customer questions and problems. If there is an existing ticket, advise the caller about status and update.- Acknowledge tickets and resolve. Seek help/escalate for urgent matters.- Monitor customer replies and updates on tickets. Provide feedback to help resolve or inform the assigned engineer of the update as needed/urgency.- Work on service requests and assign them to the appropriate team depending on the nature of the request.- Check and monitor alerts during the shift and resolve. If it can't be resolved and alert is urgent, escalate to OnShift/OnCall Engineer.- Check and monitor alerts for server errors, utilization discrepancy or pingdom downtime during the shift and immediately escalate to OnShift/OnCall Engineers.- Power on/off base images as requested by the customer.- Prepare snapshots and schedule recompose to UAT and production pools.- Prepare Change Request form to be submitted to the Change Board for approval for all changes inside the customer environment and infrastructure.- Work on projects assigned by the Operations Support Manager- Start, monitor and finish scheduled maintenance for each client set for the day/night; escalate to OnShift/OnCall Engineer if an error occurs inside the window.> Windows Patching (Desktop and Infrastructure)> Resource upgrades (Desktop and Infrastructure)> Stack upgrades> Stack Reboots- Notify clients via email or update tickets if maintenance is extending past its scheduled window.- Provide assistance (as needed) to Support Engineers as they perform high level or critical changes to backend servers and/or customer infrastructure.- Prepare handover items for the next shift such as high priority issues, tickets and MWin's that did not finish on time and other miscellaneous notes needing to be carried over to the next shift.- Contribute with creating troubleshooting steps and post in the knowledge base portal as needed for future reference/guide practices.
Technologies Handled: - O365, Outlook- MS Teams / Slack- Kaseya VSA (RMM)- VMware Horizon (VDI Client and View Admin Console)- VMware vSphere- OpsGenie (Alert Notification)- Insights eG (Alert Monitoring system)- ConnectWise Ticketing System- BrightGauge Dashboard- ITGlue (Knowledge-Base)- RingCentral Telephony Softphone / ZooUpgrade to see actual infoetings- Bitdefender GravityZone- DUO Admin (MFA)- Zendesk / JIRA (Integrated) / Confluence


Amec Foster Wheeler
Account Administration Analyst (Global IT - Process & Compliance -
Account & Data Governance)
October 2015 – September
2017
 
- Responsible for doing tasks that are generated
from IT Service Management tool as well as tasks that are driven from various
procedures to ensure all Active Directory objects and application transactions
are in compliance with both Global IT business policies and standards.
- Understand and perform various tasks involving
Active Directory Accounts, Exchange Messaging, Active Directory Security, and
Office 365 objects
- Providing support for user account lifecycle;
creating and deleting AD accounts as per documented procedures and reconfigure
accounts if further use is required
- Follow and preform procedures that define
application administration lifecycle
- Manage data and directory access controls
provision in that approvals are obtained
- Exposure in creating and amending account details
in a SOX environment / SOX compliant applications
- Understanding and application of basic MS PowerShell
scripting
- Manage their own queue and work load in an
efficient manner
- Provide updates to clients to keep them abreast of
any status change in their requests
- Work towards team goals and Global IT key performance
indicators (KPIs)
 
 
 
Genpact Services LLC
IT Global Support Desk Analyst (The Coca-Cola Company)
October 2014 – August 2015
 
- Ensures customer satisfaction by
responding to calls to the Service Desk. Logging all customer questions and
problems and track the same through resolution
- Conducts 1st level problem determination
using documented procedures and available tools such as connecting remotely to
callers computers
- Provide technical support to computer end
users via the following methods: phone, email, or remote access.
- Record problem symptoms and status
information in a timely fashion in an effort to escalate and communicate with
the appropriate IT staff
- Ensure timely escalation of customer
problems by documenting the impact to the customer and by assigning an
appropriate priority and resolution target
- Maintain and enforce company policies and
standards regarding use of hardware, software and information resources
- Maintain appropriate network security
policies
- Maintain documentation of equipment, software, processes and procedures
 
 
 
Home-based Freelancer
* Data Entry / Compilation for a financial company in the US
* Email/Chat Customer Support for an online retailer of gadgets from China
* Email Sender for an Australian Photography Services
* Email Sender for a travel agency in Spain
February 2013 – June 2015
 
- Maintain a calendar and set up meetings
- Take transcription and handle correspondence
- Prepare, collate and ship proposals and meeting materials
- Respond to billing and accounting inquiries
- Handle customers’ bill complaints
- Send out requested information about company programs, products and deals
- Seek resolution of customer complaints
- Make changes to either products or orders via website admin
- Responsible for answering all inquiries via chat and email
- Completes supporting paperwork and data entry as required by the end of each shift
- Learn and use company CRM
 
 
 
Concur Technologies
Expense - Client Support Analyst
May 2012 – June 2013
 
- Receive client inquiries via Web Portal regarding product functionality or
problems; research with the client to fully diagnose the issue then define
solutions and respond within established timelines.
- When appropriate, provide consultative guidance to customers towards the
resolution to their service issue.
- Troubleshoot and resolve intermediate to advanced issues, or determine
resources required to resolve
- Effectively manage expectations that are set with customers.
- Maintain accurate, high-quality and timely documentation for all steps and
activities undertaken in order to resolve client issues/questions
- Escalate unresolved client issues as necessary to ensure timely resolution
- Routinely update the client, following SLA guidelines, on active issues to
gain additional information or to advise of status
- Interface with other Concur departments as necessary to resolve customer
issues
- Maintain working knowledge of Concur products including new releases and new
products
- Be aware of, and comply with all corporate policies
- Prior experience troubleshooting software/hardware or process issues
 
 
 
APAC Customer Services, Inc.
IT Help Desk Analyst
February 2010 – April 2012
 
- Ensures customer satisfaction by
responding to calls to the Help Desk. Logging all customer questions and
problems and track the same through resolution
- Conducts 1st level problem determination
using documented procedures and available tools—and creates documentation/job
aids for future use as needed.
- Provide technical support to computer end
users via the following methods: phone, email, or remote access.
- Record problem symptoms and status
information in a timely fashion in an effort to escalate and communicate with
the appropriate IT staff.
- Ensure timely escalation of customer
problems by documenting the impact to the customer and by assigning an
appropriate priority and resolution target.
- Maintain and enforce company policies and
standards regarding use of hardware, software and information resources.
- Maintain appropriate network security
policies.
- Maintain documentation of equipment, software, processes and procedures.
 
 
 
eTelecare Global Solutions
Technical Support Representative (US
Dell Small & Medium Business Clients)
September 2008 – February 2010
 
- Utilizes knowledge base resources to walk-through customers and verify symptoms
- Troubleshoot and solve simple to complex issues for both consumers as well as business customers
- Ensure required information is entered into the database pertaining to customer problems or requests
- Creates a detailed call logging for better reference
- Processes parts dispatches or system exchanges as needed
- Up sell products and services according to the established needs of the customer
- Take ownership of the case, do follow ups and outbound calls to ensure customer satisfaction
- Escalates technical or non-technical problems that are unable to be resolved on
the spot to Level 2
 
 
 
 
SKILLS and EXPERTISE:

* With good oral, written and interpersonal communication skills* Customer Service Support* Email and Chat Support* Technical Consulting and Support/Helpdesk Assistance* Online Teaching - Basic English, Grammar, Pronunciation and Basic Computer Knowledge* Voice Over, Adlib and Radio commercial recording* Personal Styling* VA Support Tools: GoToAssist, Bomgar, Magento, Zopim, SnapEngage* MS Office Applications: Word, Excel, Power Point, Outlook, OneNote* Microsoft Exchange* Server Administration / Active Directory