Employed as team lead to conduct risk management and business impacts while gaining the understanding of the customer environment and provide continuous contributions to service improvement. Constantly review CSAT metrics and provide timely feedback or corrective measures to ensure all stats are within the stakeholder’s satisfaction.Major Project:Successfully lead a project for a new department at a remote site with completely new infrastructure which included;• Network Design… Show more Employed as team lead to conduct risk management and business impacts while gaining the understanding of the customer environment and provide continuous contributions to service improvement. Constantly review CSAT metrics and provide timely feedback or corrective measures to ensure all stats are within the stakeholder’s satisfaction.Major Project:Successfully lead a project for a new department at a remote site with completely new infrastructure which included;• Network Design and Hardware recommendation• New software implementation with performance and testing with staff• Budgeting & cost estimation• Vendor negotiations• Hands on installation of cabling, server rack, switches, etc.• Timely communication with stake holdersWork Activities:• Employee of the year award, which highlights my active engagement with my North America client team and also my commitment to collaborating with colleagues and users across geographical boundaries.• Effectively executed emergency management for server room following major incidents (Flooded to server room and complete power outage to building).• Maintained a server uptime 99.99% through meticulous server maintenance and routine physical checks. Show less

Contracted to provide first-rate technical support to small and medium-sized commercial clients. Major Projects: Planned and executed a project to install network switches, network cabling, desktops to establish a business center for hotel guests; Designed a holistic and cost-effective overhaul of old IT equipment (including network switches, damaged cables and computers) which ultimately resulted in increased bookings and occupancy for the client.Work Activities• Directed… Show more Contracted to provide first-rate technical support to small and medium-sized commercial clients. Major Projects: Planned and executed a project to install network switches, network cabling, desktops to establish a business center for hotel guests; Designed a holistic and cost-effective overhaul of old IT equipment (including network switches, damaged cables and computers) which ultimately resulted in increased bookings and occupancy for the client.Work Activities• Directed technical projects aligned with organizations goals that drove increased bookings and revenue for the hotel.• Orchestrated the research, testing and installation a new booking platform for a helicopter company, also worked with a vendor for the integration of the booking platform within the website and the upgrade of the website itself, which increased efficiency and revenue by 43%.• Managed a team of 6 contracting companies to perform a complete overhaul of technical equipment and infrastructure and completing the project within budget for a Helicopter company.• Developed a simple web sheet to display real-time Helicopter load information and passenger manifest for pilots, which lead to reduced waiting times for passengers and increased efficiency. Show less

Provided seamless, responsive and focused technical service for major technology companies HP, Dell and Sony Ericsson on behalf of Supply Chain Solutions (SCS). This involved accountability for:1. Providing technical support services, including on-site technical repair in accordance with industry standards, SCS guidelines and any other applicable guidelines specified by the client,2.Establishing positive client relationships and assuring complete customer satisfaction (timely… Show more Provided seamless, responsive and focused technical service for major technology companies HP, Dell and Sony Ericsson on behalf of Supply Chain Solutions (SCS). This involved accountability for:1. Providing technical support services, including on-site technical repair in accordance with industry standards, SCS guidelines and any other applicable guidelines specified by the client,2.Establishing positive client relationships and assuring complete customer satisfaction (timely service, professionalism, and technical expertise),3. Performing troubleshooting, parts/device replacement and system upgrades,4. Ensuring all software installed on equipment was properly licensed for use by the equipment user,5. Overseeing local storage, warehousing and inventory management of all computer parts and mobile phones (New, Used and Damaged),6. Processing RMAs for all defective devices and parts in keeping with policy timelines.Achievement: For 7 years, independently managed island-wide technical support operation for HP, Dell and Sony Ericsson, including inventory management, client relationship management, device/parts deployment and on-site assistance. Show less

Drove the deployment, establishment, administration, and maintenance of multi-platform networking computer environments. Demonstrated a strong aptitude for problem solving and solution-based thinking.Used an in-depth understanding of PC hardware, peripherals, and software applications to support a contingent of over 200 users with the installation, maintenance, and troubleshooting of PC hardware/software and resolution of complex user and system problems. Major projects:… Show more Drove the deployment, establishment, administration, and maintenance of multi-platform networking computer environments. Demonstrated a strong aptitude for problem solving and solution-based thinking.Used an in-depth understanding of PC hardware, peripherals, and software applications to support a contingent of over 200 users with the installation, maintenance, and troubleshooting of PC hardware/software and resolution of complex user and system problems. Major projects: Completed the setup of core call center technologies and assets involving both wired and wireless communication systems at centralized and decentralized locations. Played an integral role in the transfer of IT equipment required for multiple office relocations. Show less

Provided support to the IT Team with Installation of software and hardware in office and in retail stores, including troubleshooting and maintenance of hardware, software and other systems as well as helping with server backups. Duration: July to September, Summer 2001 - 2003