Bryan Rivera Email & Phone Number

Philippines

Philippines

• IBM Business Services, Inc o Technical Support Specialist – Citibank Account, May 19, 2014 – February 28, 2016o Support:  Technical Issues  Telephony Mobile Wireless Devices Provide Regional Desktop Support Remotely Applications support (e.g.; MS Office, Citi Applications re-installation, Outlook)• IBM Business Services, INCo Technical Support Specialist – Bank of the Philippine Islands, February 29, 2016 – January 29, 2021o Roles & Support Floorwalker in prod. Floor  Creating tickets for the second level support, When the first level support was not able to fix the problem of the end user Diagnose and resolve technical, hardware and software issues Research required information using available resources  Offer alternative solutions where appropriate with the objective of retaining customer and client business  Setup and Configuration of the software.  Support multiple application that our client using. Provides front line timely and accurate responses to e-mail and telephone client issues in keeping with published Service Level Objectives. Escalates cases promptly to other team members when knowledge is exhausted or handover required. Documents all client issues in call logging system and keeps them updated with current status.o Lotus Notes Level 1.5 Support OIC of Team 1.5 Support Take ownership and responsibility of an issues in Lotus Notes from start through to a successful resolution Renewal of expired/expiring Lotus Notes Certificate Performing password reset in all ID’s in Notes ID Vault Adding user for external mail access Performing unlocking of account thru vault or local PC using notes Creation of LN ID via Notes ID Vault