Ariel Otagan Email & Phone Number

United States

- Troubleshoot and resolve issues with all system components including hardware, software, and peripherals.- Perform preventive maintenance on system components.- Install and configure new hardware and software.Also has been working as a backup Dispatcher:- Assign and unassign tickets, escalate them, and shift around the schedules of engineers/technicians (including myself) to stay on top of ticket statuses

Philippines

South Korea

Pasay, National Capital Region, Philippines

Remote Desktop Technician for MGM Resorts International. Ensures the most complex customer issues are promptly addressed,documented, and resolved in a timely and professional mannerconsistent with the highest customer service and professional /technical standards. Performs analysis, diagnosing, installation, and resolution of complexdesktop computer, operating systems, application software andhardware technologies and associated problems. Works… Show more Remote Desktop Technician for MGM Resorts International. Ensures the most complex customer issues are promptly addressed,documented, and resolved in a timely and professional mannerconsistent with the highest customer service and professional /technical standards. Performs analysis, diagnosing, installation, and resolution of complexdesktop computer, operating systems, application software andhardware technologies and associated problems. Works independently with little to no direct supervision in analysis,design and implementations of desktop solutions to fulfill businessunits requirements. Briefs Customer as well as management on the status of currentresolution efforts and attends daily/weekly meetings. Provides effective interface among users, vendors, IT partners, andconsultants in evaluating technical issues and products. Ensures the most complex customer issues are promptly addressed,documented and resolved in a timely manner. Maintains the highest service level within the SLA's incidentmanagement and change management systems. Serves as technical advisor, providing telephone and remote desktopsupport for system users with complex issues by resolving orconferring with the appropriate technical or systems personnel. Understands the troubleshooting process and provides training onnew products. Desktop support experience, demonstrating in-depth workingknowledge with a broad range of desktop support technology andbest practices. Strong demonstrated analytical and creative problem-solving skills. Troubleshoots software and hardware failures and identifies networkproblems when they relate to personal computers. Computer literate with proficiency in information systems andsoftware applications. Show less

Pasay, National Capital Region, Philippines

Help Desk Analyst for MGM Resorts International. Perform hardware troubleshooting for property computer. Create a service ticket/case for the troubleshot that was done overthe phone. Dispatch service repair order for a hardware issue that is in need forfurther diagnostic, repair or replacement. Resets password for MGM employee. troubleshoot Microsoft office and other Citrix applications. Respond to requests/problems for technical assistance via… Show more Help Desk Analyst for MGM Resorts International. Perform hardware troubleshooting for property computer. Create a service ticket/case for the troubleshot that was done overthe phone. Dispatch service repair order for a hardware issue that is in need forfurther diagnostic, repair or replacement. Resets password for MGM employee. troubleshoot Microsoft office and other Citrix applications. Respond to requests/problems for technical assistance via phone,mail for our client’s employees. Diagnose and resolve technical hardware and softwareissues. Redirect problems to appropriate resource for higherlevel resolution if needed. Log all help desk interactions. Stay current with system information,changes and updates Show less

Makati, National Capital Region, Philippines

 Provide support with internet connectivity issues to customer by telephone. Provide support on issues such as computer connectivity, basic windowsand Apple OS configuration, simple networking, and email applicationconfiguration. Provides support on CPE connectivity such as modems, hubs, switches androuters. Certified to support residential and business customer concern with DSLproblem Trained to assist concerns about telephony products. Determine… Show more  Provide support with internet connectivity issues to customer by telephone. Provide support on issues such as computer connectivity, basic windowsand Apple OS configuration, simple networking, and email applicationconfiguration. Provides support on CPE connectivity such as modems, hubs, switches androuters. Certified to support residential and business customer concern with DSLproblem Trained to assist concerns about telephony products. Determine source of computer problems (hardware, software, etc.) Taking escalation from representative as an L3 support for ISP’s domainemail configuration, and serve as a liaison between L2 representative andDomain Server Department Taking escalation from representative as an L3 support for dispatchingtechnician and negotiating with customer. Was with the Global Ticket Management Group, a department that handlestrouble tickets from different dept. associating with technical support. Show less