Technical Support Representative

Overview

Looking for part-time work (3 hours/day)

at $14.94/hour ($1,080.00/month)

Bachelors degree

Last Active

November 9th, 2023 (944 days ago)

Member Since

November 9th, 2023

Profile Description

Network Operations Center Engineer
Trends and Technologies, Inc. | March 6 2017 - August 21, 2019
• Conducts proactive and reactive monitoring of datacenter IP network system and
devices the clients via Email and Call.
• Handled escalations and resolved technical issues according to SLA (Service Level
Agreement).
• Liaises with other IP network group and end-users when an alarm is detected.
Proactively monitors and conducts isolation and troubleshooting as a support
team to resolve alarms and outages.
• Provides reason-for-outage for issues and outages resolved within the scope of
SLA. Ensures coordination and timely escalation of issues to next-level support.
• Documents i ---------- and issues for our Knowledge Database for future references
on i ---------- handling.
• Responsible for weekly report regarding issues encountered during the week to be send
to Manager and Supervisor.
• Backed up routers and switches configuration manually and via inventory, Security
and Network products.
• Analyzed and produced recommendations on continuous network improvements.
Systems Engineer
Trends and Technologies, Inc. | August 22, 2019 – May 21, 2021
• Participated in all phases of system development life cycle, from requirements
analysis through system implementation.
• Installed, configured, tested, and maintained application software and system
management tools. (Solarwinds)
• Worked closely with customers, internal staff, and other stakeholders to determine
planning, implementation, and integration of system-oriented projects.
• Led meetings with departmental managers to review project status, propose changes
and draft action plans.
• Provide onsite and remote support to resolve client-encountered issues.
Technical Support Representative (Tier 2)
Solarwinds Software Asia Pte. Ltd. | June 14, 2021 – present
• Respond to and/or initiate technical troubleshooting sessions with customers - via phone,

email and remote sessions
• Interact with customers at all levels, with demonstrated ability to communicate with both the
very basic user to the technically advanced (Network Administrators, System Administrators)
• Manage and work support tickets per industry best practices
• Effectively communicate technical information to non-technical customers
• Coordinate the resolution of technical issues with Advanced Support Teams and escalate
issues per pre-established guidelines
• Contribute to Knowledgebase (author and edit knowledge base articles)