via YEMPO - Your Employee Offshore (MSP - AUSTRALIA)• Leads the Service Desk team responsible for internal customer facing technology services in client computing, IT support, incident/request management, productivity technology • Perform audits of calls/chats/incidents for each analyst / track operational performance to maintain continuous improvement practices• Communicate high-priority ITIL based incident escalations, incident/change, facilitate post resolution… Show more via YEMPO - Your Employee Offshore (MSP - AUSTRALIA)• Leads the Service Desk team responsible for internal customer facing technology services in client computing, IT support, incident/request management, productivity technology • Perform audits of calls/chats/incidents for each analyst / track operational performance to maintain continuous improvement practices• Communicate high-priority ITIL based incident escalations, incident/change, facilitate post resolution activities, including RCA/long-term system solutions analysis• Serve as a technical and process escalation point within each team shift• Address Alert tickets assigned to the team with urgency/SLAs to provide resolution. Alerts: Service / Application Availability / Memory, Storage & CPU utilization / Server/Network/VM outages or downtime• Responsible for incident/service request tickets assigned to the SD team using various ITSM Tools (ServiceNow, ConnectWise, Autodesk etc.)• Manages IT related incidents/service requests including but not limited to:- User administration (Active Directory / Azure AD / MS O365)- Remote Monitoring and management tools (Datto / N-able / ConnectWise)- Windows and MAC OS- Network Troubleshooting (LAN/WAN, VPN, Remote Access, Wireless, Mobile etc.)- Server / Storage utilization (Alerts, Group Policy, File Shares, Print Servers, NAS/SAN etc.)- Cloud computing systems (Office 365/Azure, Google Workspace, VMware)- Desktop software / Business applications• Responds/resolve Issues raised in Support Chat Rooms. That may require direct troubleshooting, or routing of incidents/requests.• Creates and maintains Knowledgebase articles that can be shared to the team• Assist with training for new/existing users regarding existing/new technologies• Involves in different client meetings and support the creation of SOP / RACI / SLAs/ Scope to promote consistency across all customers• Provides on-call support or after office hours support on rotational schedule Show less

Google via Astreya• IT Service desk support of Google’s global employees for all regions (APAC / EMEA / North & Latin Americas)• Ensures the Service Desk maintains a high level of customer service and quality work. Helps to train and mentor other Service Desk specialists.• Responds to email, chat or web tickets; provides proactive service in the diagnosis and resolution of all incidents, problems, and requests for all existing desktop and infrastructure hardware, output devices,… Show more Google via Astreya• IT Service desk support of Google’s global employees for all regions (APAC / EMEA / North & Latin Americas)• Ensures the Service Desk maintains a high level of customer service and quality work. Helps to train and mentor other Service Desk specialists.• Responds to email, chat or web tickets; provides proactive service in the diagnosis and resolution of all incidents, problems, and requests for all existing desktop and infrastructure hardware, output devices, and mobile devices.• Participates in monitoring, updating and maintaining tickets in a defined ITSM ticketing system and maintains ITIL V3 procedures to meet agreed Service Level Agreements and KPI's.• Involved in inventory and asset management / tracking / purchase orders / deployment and collection of Google’s global IT equipments• Utilizing Inventory data management web-based software to maintain inventory accuracy and workflow• Assists in the coordination of IT support to ensure that problems are resolved promptly and effectively by accurately escalating incidents to correct the next level of support when appropriate.• Follow standard operating, ticketing procedures and work instructions to to assess, triage and resolve or route to appropriate resolver, hardware infrastructure incidents, tasks and requests for new and existing users.• Makes recommendations to streamline support processes and best practices. Maintains knowledge base.• Provides on-call support or after hours based on established rotation schedules. Show less

(Mindteck Singapore)• Delivers IT Service Desk Support to Chubb Asia Pacific Zone (Australia, Singapore, China, Hong Kong, Taiwan, South Korea, Japan and Thailand)• Responsible for IT Operational Support which focuses on company’s business applications• ‘Hands-on’ responsibility for day to day Operation tasks Including:- Generate reports from Policies 400 using AS/400 queries; Run jobs, Checking jobs, and Restore data in AS/400; Generate reports from SQL database using… Show more (Mindteck Singapore)• Delivers IT Service Desk Support to Chubb Asia Pacific Zone (Australia, Singapore, China, Hong Kong, Taiwan, South Korea, Japan and Thailand)• Responsible for IT Operational Support which focuses on company’s business applications• ‘Hands-on’ responsibility for day to day Operation tasks Including:- Generate reports from Policies 400 using AS/400 queries; Run jobs, Checking jobs, and Restore data in AS/400; Generate reports from SQL database using Crystal Reports; Reconciled figures between 2 different systems; etc.• Run daily and weekly transaction reports that requires by the business• Investigate Production incidents/requests and suggest recommended resolutions. Assist in assessing the impact and/or effort required to do a problem fix or enhancement.• Provides desktop support and remote support (like Printer, desktops, PC, VPN, VMWare, Network connectivity, MS Outlook, BlackBerry, Lotus Notes Traveler (Air-watch) and other infra related issues.)• Develops and creating standard documentation for IT Operation and Servicedesk Support procedures. Include all created documentations in IT Knowledge Base and cascade to the team members.• Generate/Create and analyze monthly report for Service Now tickets including incidents and requests reported in APZ IT Service Desk• Engage with Vendor/Customer clients for high severity issues escalation which impacting multiple users and participating in the conference call• Modifies and update Company’s Intranet site for different departments in APZ• Effective working relationship with IT Service desk & other members within the IT team. Will be held joint accountability for the IT organization’s service level agreements for 2nd & 3rd level support.• Ensures the incidents and requests are followed up until users sign off.• Involvement in After Office Hour Support by escalating high priority issues to appropriate support groups Show less

(Stefanini Tech Team)• Handles Incident & Request tickets from the helpdesk• Modify, Add and Remove NT Domain / GPO Level access for end-users• Deploy software install, uninstall & upgrade via SMS using SCCM Tool• Provides solution for desktop / web-based application problems, e-mail / instant messaging configuration, wireless & wired network problem, VPN connectivity and hardware issues• Engage with end-users via E-mail, instant messaging, phone call and remote desktop… Show more (Stefanini Tech Team)• Handles Incident & Request tickets from the helpdesk• Modify, Add and Remove NT Domain / GPO Level access for end-users• Deploy software install, uninstall & upgrade via SMS using SCCM Tool• Provides solution for desktop / web-based application problems, e-mail / instant messaging configuration, wireless & wired network problem, VPN connectivity and hardware issues• Engage with end-users via E-mail, instant messaging, phone call and remote desktop connection• Escalate Incident & Request tickets from various support groups Show less

Global Service Desk Analyst (JP Morgan Chase & Co.) July 2011 – October 2011 • Single Point of Contact for distributed computing and networking for JP Morgan and Chase.• Knowledge with JP Morgan & Chase distributed systems.• First level support group function for different applications, servers, network facilities etc.• Performs PC & Network troubleshooting• Handles desktop/web-based application & mail client issues• Troubleshoots using Remote Assistance / RDP… Show more Global Service Desk Analyst (JP Morgan Chase & Co.) July 2011 – October 2011 • Single Point of Contact for distributed computing and networking for JP Morgan and Chase.• Knowledge with JP Morgan & Chase distributed systems.• First level support group function for different applications, servers, network facilities etc.• Performs PC & Network troubleshooting• Handles desktop/web-based application & mail client issues• Troubleshoots using Remote Assistance / RDP with Local Admin account• Configures VPN connectivity• Provides a solution to several access issues (hardware, software, mail, domain, server, network & handheld devices)Enterprise Alert Group Technician (US-Deployment: JP Morgan Chase & Co.)September 2010 – June 2011Whippany, New Jersey• Knowledge with JP Morgan & Chase distributed systems and networking infrastructure.• Knowledge with ticket management, support group function for different applications, servers, network facilities etc.• Monitor & Escalate Network, Application, Storage & Server Alerts• Create, Edit & Close tickets assigned to our team• Update & Store some documents to a Sharepoint Website• Engage with Vendor/Customer clients for ticket escalation & Dial-in access to storage devices (EMC, NetApp, Hitachi) Helpdesk Analyst (Prudential Financial) July 2009 – September 2010• Basic Computer & Network Troubleshooting over the phone• Setup & Configure Email Client (Lotus Notes), Desktop & Web-based application• Escalate tickets to Password Reset / Remote Support Group & Level 2 (Triage & Local Desktop Support) • Refresh VM connection (Citrix Client, Virtual Desktop)• Engage with High severity issues impacting multiple users & participating in a Conference Call• Email Support Show less

Teleperformance Inc.• Inbound Level 2 Support of Verizon High Speed Internet (ADSL)• Documenting and creating a ticket on every incoming call• Troubleshoot Problems with Internet Connectivity • Configure Modem & Routers • Setup Wireless and Wired Internet Connection• Configure POP3/SMTP E-Mail Client and Web-Mail of Verizon Customers • Troubleshoot Basic Networking and Basic PC Issues• Troubleshoot using a Remote Access/Screen Sharing Tool• Optimize… Show more Teleperformance Inc.• Inbound Level 2 Support of Verizon High Speed Internet (ADSL)• Documenting and creating a ticket on every incoming call• Troubleshoot Problems with Internet Connectivity • Configure Modem & Routers • Setup Wireless and Wired Internet Connection• Configure POP3/SMTP E-Mail Client and Web-Mail of Verizon Customers • Troubleshoot Basic Networking and Basic PC Issues• Troubleshoot using a Remote Access/Screen Sharing Tool• Optimize Browser Issues, Anti-virus, Firewall • Configure DHCP, TCP/IP Settings and Local Area Connection• Optimize Verizon Internet Security Suite • Check for Order Status / Status Check for Dispatch Show less