Donna Matas Email & Phone Number

Ortigas

• Managing CA ARCServe Backup, Tape rotation, and Restoration.
• Resolved incoming help requests from end users via both telephone, remote, and work orders in a courteous manner.
• Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Builds rapport and elicits problem details from help desk customers.
• Prioritizes and schedules problems. Escalates problems (when required) to the appropriately experienced technician.
• Records, tracks, and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.

• Communicate the results of data analysis in written and verbal form to managers.
• Regularly examine data reports to locate and resolve mistakes throughout.
• Produces and/or assists in the production of all required internal and external reports.
• Support operations departments in reaching their goals through report analysis.
• Maintain the company databases and perform updates as necessary to ensure accuracy.
• Working with possible reports automation