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Service Desk ConsultantMay 2016
• Working with customers to identify and fixing issues relating to CRM for Outlook, Office365, Email, Internet connectivity, Software and Hardware. • Logging and keeping records of cases/trouble tickets in the CRM. • Basic Office365 Administration; create/delete/edit of accounts, create/delete/edit of mailbox and resetting of password. • Working with field engineers to visit customers/employees if the problem is more serious.
Solutions EngineerJun 2015 - Mar 2016 (9 months)
• Provide network support to clients in accordance with the terms of their existing contracts. • Deployment to clients of Cisco routing and switching equipment: mounting, configuration and monitoring. • Deployment to clients of Fortigate firewall: mounting, configuration and monitoring. • Performs on site and over the phone support to client’s network related issues: finding and fixing network faults, firmware upgrade.
Technical SupportJul 2005 - Apr 2015 (9 years)
• Performs technical support relating to Windows operating system: windows xp, windows vista, windows 7. • Performs technical support relating to email application: MS outlook, Outlook express, Windows mail, Thunderbird, Eudora, Apple mail, etc. • Performs technical support relating to internet connectivity; dial-up, DSL and leased line. • Performs troubleshooting of system and network related problems and diagnosing hardware and software faults.