Bern Ferrer Email & Phone Number

Philippines

-Handled large volumes of Problem/ Incident Tickets from level 1 to level 3, and resolved in a timely effective manner.-Assist users via Remote, Phone, Email and Chat.-Handle and monitor, conference call, change request, service request till the issue resolved.-Achieved completion of assigned task including Software Installations, patches, updates, SR tickets, Citrix VDI brokering and re-imaging, Laptop,desktop pc and thin client re-imaging.-Facilitate Windows OS testing, Microsoft 365, Software's, intel NUC, Laptop, Desktop PC, iPhone, iMAC and other IT equipment upgrades.

Philippines

Handle Calls, Web Tickets, Escalations and Global issue (P1 or P2 Tickets)-Create tickets via REMEDY. -Monitor and supervised the individual performance of each team member base on their CSAT, KPI scores and motivated them to perform even better.-Plan and conduct trainings to improve the performance of the members who were lagging behind in terms of performance.-Monitor call via CMS ensure all calls are answered within established time frames.-Monitor team performance and perform evaluation at regular intervals-Conducted customer satisfaction survey, RCA and improved processes.*** Part of pioneer account, start from transition KT-to-SoftLive-to-GoLive

Philippines

Handle Calls, Tickets and On-site support if needed. -Create tickets via HP service management (ticketing tool)-Area of responsibility for On-site support Makati and Mindanao area.- Provide support for all hardware, software services via remote, telephone, email & assist users.- Troubleshooting all Hardware related issues, including PCs, Laptop, Blackberry, Printers, network and software related issues, including Windows OS (Win XP, Win7) and applications.- Configuring mail clients (Lotus Notes), BlackBerry, Wi-Fi router, wireless connection and other Microsoft office Tools (MS Access, MS SQL).- Monitor, maintain and install setup network, virus protection, user accounts management (Active Directory). VPN setup, chat client setup, mail client setup, browser setup, etc.

Planned, schedule and managed day to day operations.- Monitor and Maintain CIS, File servers and desktop PC.- Setup and configure Computer Laboratory, Wi-Fi, network etc.- Control expenses for IT equipments and coordinate with ISP and Telecom Service

Handle tickets and On-Site support.- Provide support and configuration for all IT equipment, application, mail client (MS outlook), and system and network administration.- Provide Security and Monitoring; implementing management of passwords, and Virus Protection.- Systems installation, configuration, management and administration of Windows system (2003 Server) Firewall, workstation, network and cabling.- Maintenance of software systems thru regular patches and updates.- Troubleshooting email, internet, application and password account management.- Perform PC movements, workstation hardware and software upgrades as required.

Philippines

Philippines - ISDI 5th /flr IBM Plaza, Eastwood Libis, Quezon City.; Handle Tickets and provide on-site support, first line and second line ATM maintenance, field upgrades, installations, relocations, networks and software support-Onsite Support of POS infra, performs root-cause analysis on POS, maintain & updates.-Provide customer assistance to the customer VIA phone and resolution to escalated problems.-Field works (Banking Support), in-house and project station on selected IBM clients.-Isolate, diagnose problems of user concerning hardware, software, networks, and repair onsite.AWARDSTeam Excellence Award - Innovation. July 2019Team Excellence Award - living our values. July 2019Service and Excellence AwardSeptember 2018CERTIFICATES and TRAININGSMicrosoft Certified: Azure Fundamentals July 4, 2022Course 20698B: Installing & Configuring Win10 Nov. 2019Office 365 OneDrive - August 2021Office 365 Core Applications -August 2021Office 365 Overview - August 2021ServiceNow (Basics, Problem Coordinator and incident Analyst)- October 2021Mastering VMware vSphere 6.5 -August 2021Microsoft Office 365 Teams -October 2021Office 365 Outlook (Web App and Advanced)- October 2021Office 365 SharePoint Sites -October 2021