In April 2004 I completed my Bachelor’s Degree in Electronics Communications Engineering studies and also obtained a Certificate in IT Service Management December 2016. I have 10 solid years in IT/Customer Support in a Shared and Manage Service Providers. This has given me a range of practical capabilities that will meet the needs of this role.
My previous experience as a Desktop Support Engineer gave me great amount of knowledge that I can use to help your company attain its goals. My responsibilities in this role included providing IT support to corporate users over the phone, through our chat engine and through a remote connection. I also do on site support in an as-needed basis. Major part of this role includes fixing issues with their desktop, laptop, mobile devices which is limited to Apple devices, Virtual Machine administration using Citrix and VMWare, network issues, O365 and Exchange administration. While doing this task, I was assigned to be part of Incident Ticket Management Review wherein we conduct a cover all troubleshooting on those what we called red tickets which primarily breached the SLA or aged ticket. This position has given me key employability skills while also allowing me to work in a professional and fast-paced work environment.