Dee B. Email & Phone Number

Philippines

IT L2 Technician • Triaging and working with the team to resolve, or owning the issue.• Accepting Service Desk Escalations• Using our tool, Connect wise to record all interactions with customers.• Understanding scheduling and prioritization processes.• Work on tickets via email, phone• General access and connectivity issues (MFA) (VPN) (VDI)• Desktop application issues• Active Directory - user management/ creation and maintenance• Provides password reset assistance• Installs, configures and troubleshoots desktop systems, workstations, servers and network issues• Communicates highly technical information to both technical and nontechnical personnel/• Recommends hardware and software solutions, including new acquisitions and upgrades.• Troubleshooting VPN, Network Printers and Single Sign Ons • Working on checking Possible Outages via Meraki Cloud • M365 general administration – adding and editing accounts, distribution list, accesses in Outlook SharePoint OneDrive • Microsoft Exchange Admin Center /Google admin workspace • Microsoft Defender Security/Proofpoint Essentials administration• Coordinating with Field Services if tickets need to be fixed on site

• Providing remote and phone-based support to customers in The United States.• Supporting servers, desktops, and applications within Microsoft AD and Exchange.• Onboarding/Offboarding of employees through their Citrix-based access and log-ins. • Network, VOIP, and Printer troubleshooting for clients • Microsoft O365 application and management for sites to manage their employee accesses via email, distribution list, email forwarding, and Azure access – Multi-factor authentication • Handling incidents in a timely manner and based on their Priority levels (AUTO TASK)• Remote management of user’s laptops and desktops via Splashtop

• Helps Knowledge Author in finding solution for issues that does not have any process• Aids newbies with process related inquiries • Provide excellent customer service to end users (business to business)• Provide trouble shooting steps to end users regarding issues with their Fiber Internet, IPTV, Phone• Aid with corporate user’s desktop/laptop and printer issues• Aid in setting up Outlook client etc.• Analyzing issues for SAP, CITRIX etc.• Process New Starter requests, Leaver requests• Coordinate with Dispatch for a site visit to branches and corporate users if needed.• Vision for Active Directory• Provides password reset assistance• Modifying User Account Properties/Attributes• Remote Assistance • Handles emails/calls