M365 Admin Support/It service desk/customer service

Overview

Looking for full-time work (9 hours/day)

at $6.06/hour ($1,200.00/month)

Bachelors degree

Last Active

April 5th, 2024 (14 days ago)

Member Since

July 31st, 2020

Profile Description

I have been working in customer service and IT industry for more than 12 years. I have undergone several training for best customer service and technical support .I would really hope to be able to come to work everyday where  I knew not only are my customer service and technical skills valuable, but my personal philosophies as well. I Believe strongly with other people towards a common goal, and I know the  skills I bring not only as a customer service /technical support specialist, but as a teaUpgrade to see actual infomber will not only bring me work satisfaction but will make me a valuable teaUpgrade to see actual infomber as well. 


Adv App/Cloud Engr Sr AnalystAccenture Philippines(Jan2023- july2023Ticket Support via chat coming from Microsoft 365 clients, handling issues regarding MS 365 applications.Value Guidance provider, which means giving tips and tricks
to maximize their business subscription.Support MS 365 Administrator wherein users having issues with their MS 365 accounts, issues their organization and members.Resolving issues with passwords, email address, adding and removing email address, MX records to activate the email to be able to send and receive emails.Also adding and removing licenses as well as adding applications or software bought by the clients or one's organization that they needed for their company.Activating licenses for the whole organization for the email Upgrade to see actual infotting up domain, verifying it with their domain provider and adding DNS Records,Supporting Microsoft Exchange as part of the MS 365 applicationsInstallation of Office Application for the users.Providing suggestions regarding what business subscriptions to purchase.Assisting with signing up business account with Microsoft.Resolving issues with unable to receive and send emails, missing emails, not updating inbox, adding rules, applying retention policies, and message Upgrade to see actual infovesting emails not being sent using Message Trace, where it goes, why it has not been sent and checking for security method blocking it.Adding email address on whitelist, blacklist, and checking for domains that is not being received or sent to them.Troubleshooting Microsoft Excel, PowerPoint, Word, OneNote, Edge, and other specific applications that are withing the scope of the account.OneDrive and SharePoint are being support as well, such as creating a SharePoint, missing files, troubleshooting missing files synchronizing issues, also creating folders that should be shared withing Upgrade to see actual infoing tools as Google, YouTube, PowerShell commands, MS Documents, related to the Upgrade to see actual infoing Mx toolbox to check if the DNS Records are added.Supporting email address for organization to direct emails to the mail server.Supporting MS Teams issues such as unable to receive and send chats, calling issues, not updating, creating meetings and other related issues/concerns to teams.Helping organization for email migration to Office 365 from Exchange Server using 3 types of migration.Providing Assistance and troubleshooting steps as well with regards to Google Workspace migration to MS 365

Technical Support Analyst 2(work from home) Sept 2020-Feb 3, 2021
Optum Alabang
Responsibilities:
*Answer and resolve technical issues through mostly calls and via chat and web portal at a large corporate Service Desk, efficiently and professionally, in a high volume call center environment that operates 24/7 in 365
*Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 7/10 environment, offering a variety of level 1 to 2 solutions over the phone, via chat or email
*Use remote control tools to assist customers when neededAssist end users with their endpoint devices, ContactCentersolutions applications,Collaboration application such as WebEx and JabberTroubleshoot corporate applications (MS Office Suite, Tableau, Rightfax, Enterprise supported browsers, Java Plug-ins etc.) with the use of a Knowledge Base and assign issues to the appropriate support group as needed
*Proficiently manage the resolution of inbound technical contacts; balancing customer service, providing support, and issue resolution with the constraints of a call handle time goalEffectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers
*Demonstrate a highly developed sense of integrity and commitment to customer satisfaction.
* Accurately, quickly, and efficiently typing record all interactions with customers in an iUpgrade to see actual info management tracking tool
*Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems
*Escalate high priority, high impact issues to the internal support teams
*Adhere to a strongly regimented schedule (start/end times, lunches, breaks, non-production time)
*Mobility support for access emails (Airwatch) 

Technical Support Specialist L2
June 27 ,2017 - sep2020
Wells Fargo EGS Philippines
*Process software,hardware and telecom orders (procurement)for Wealth and Asset Management Group, Wells Fargo financial Advisors and Corporate employees (US based)
*Provide Customer serviceProcess password resets for different application
*Mobility support ( process orders and troubleshoot iphone/ipad both corporate and byod-bring your own  devices)
*Pulse Secure and RSA support ( processes access request to myed-Pulse Secure, placing orders for tokens,troubleshoot token and remote access issues)
*Create orders for access requests to share drives , shared mailbox,shared folders, shared mailboxes, distribulist lists and other outlook request
*Process escalations and expedites for order issues
*Outlook Support


I.T.  Helpdesk TechnicianAccount: Town Sports International
January 20, 2014- June2017 
Stefanini Philippines, 30th  floor, GT Tower, Ayala, Makati, Philippines
Job responsibilities:
*provide customer service to callers process calls from internal staff via telephone and email (US Based clients)
*Maintain an Asset Database and track changes
*Troubleshooting of IT related problemsEscalate unresolved calls to the infrastructure support teamLog all calls in the Service Desk Call Logging system
*Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
*Maintain a high degree of customer service for all support queries and adhere to all            service management principles
*Active Directory knowledge-create user accounts, reset passwords, create groups             etc.-nstall and troubleshoot POS devices such as web cameras, credit card swipers, signature padInstall and troubleshoot Network printers like ricoh and dell printers


Technical Support Representative
Account: Time Warner CableJuly2013-December2013
24/7 Inc., Isquare Bldg., Ortigas, Pasig, Philippines
Job responsibilities:
*received, logged and managed calls(US based clients)
*provided customer service and technical support for modems ,routers and pc issuessales specialist

Technical Support Representative
Account- Time Warner Cable
August2012-May2013Convergys, I2 Bldg., IT Park, Lahug, Cebu, Phiippines
Job responsibilities:
*received, logged and managed calls (US based clients)
*provided customer service and technical support Cable, internet and phone services 
*sales specialist  for cable tv internet and phone services

Sales And Technical Support Representative
Account: Comcast-HSI And Phone support
September2009-February2012
Convergys, One San Parq, San Antonio Parq Sqr., Mandalagan, Bacolod, Upgrade to see actual infoilippines
Job responsibilities:
*received, logged and managed calls (US based clients)
*provided customer service and technical support for modems and routers, xboxchat support team
*subject matter expertsales and billing specialist


Customer Service Representative
Account: Charter CommunicationFebruary 3, 2008-August2009
Teletech, 2nd level, Robinson's Metro, Singcang, Bacolod, Neg. Upgrade to see actual infoilippines
Job responsibilities:
*received, logged and managed calls (US based clients)
*billing and sales specialisttop agent for salesUpgrade to see actual info

Sales Representative
June2007-Dec2007
Watsons Personal Care Store, SM City Bacolod,Neg. Upgrade to see actual infoilippines
*endorsed beauty products



Trainings

*Project Management LiteDate of Completion: Dec 2-10,2019 at Wells Fargo Phils.Passed the certification exam after the training
*CCNAXUpgrade to see actual infocompletionInterconnecting Cisco Networking Device Date of Completion: June 5,2016
Eyenet IT training Center, Cubao, NCR, Phils
*Active Directory and Rights *Management 2018 at Wells Fargo Phils
*Development Planning Session at Wells Fargo Phils.
Date of Completion: 10/17/2018
*Cloud Computing fundamentals10/22/2019
*Microsoft Powershell for Windows09/28/2019
*Agile Project Planning, Principles and Methodologies,SoftwareDevelopment09/21/2019


Skills
Windows servers, microsoft, office365, oracle peoplesoft,Citrix,Checkpoint, BMC Remedy Pac 2000,Active Directory, VPN, VMWare, Firewall,Malware, CCNA , Cisco, 

Support Center, Jetpack,CA servicedesk tool, Avaya,Cosmic, Adobe,Documentum, RSA Security, console,RSA SecurID Token. Pulse SEcure,Remote Desktop Connection,Lancentral, Interactive Console, 

Infomax,Wisdom,Chasms,OneNote2016,Customer Service support, Email support, Technical Support, Order Processing, Advertising, Apple Support,Cisco Jabber

Director, splunk, SNOW-Service Now, Bomgar, Vm horizon client, Vm admin tool, Vip manager,Outlook