Edison Musa Email and Phone Number

- Providing support to retail account based in Manila, Philippines and Arizona, USA- Assisting all agents with process questions and queries.- Review CSAT report and all metrics, gather and present data to both organization and clients.- Collaborating with clients to fix problem tickets, update processes and knowledge base, and review quality reports.- Meetings with vendors for tracking outages, handling escalations and coaching agents.- Platforms: Active Directory, AWS… Show more - Providing support to retail account based in Manila, Philippines and Arizona, USA- Assisting all agents with process questions and queries.- Review CSAT report and all metrics, gather and present data to both organization and clients.- Collaborating with clients to fix problem tickets, update processes and knowledge base, and review quality reports.- Meetings with vendors for tracking outages, handling escalations and coaching agents.- Platforms: Active Directory, AWS, Zoom, ServiceNow, Office 0365, Bomgar, Remote Desktop, Slack, VMware. Show less

- Supporting another retail store receiving inbound and outbound calls, assisting managers with store devices issues like printers, computer, POS, Scanner, cash drawers and every device at front of house or sales floor.- Helping stores with back of house devices like computers, UPS, server, internet connection and sales reports.- Fixing account issue like resetting passwords, unlocking accounts and submitting access requests.- Partner with third party vendors to monitor and resolve… Show more - Supporting another retail store receiving inbound and outbound calls, assisting managers with store devices issues like printers, computer, POS, Scanner, cash drawers and every device at front of house or sales floor.- Helping stores with back of house devices like computers, UPS, server, internet connection and sales reports.- Fixing account issue like resetting passwords, unlocking accounts and submitting access requests.- Partner with third party vendors to monitor and resolve outages or unknown issues.- Provide walkthroughs and procedures and working with technicians visiting stores.- Submit replacement requests and track shipments.- Platforms: Active Directory, AWS, ServiceNow, Office 0365, Bomgar, Remote Desktop, Slack, VMware, etc. Show less

- Assisting customers with Apple Products like iPhone, iPad, iPod, Macbook, iMac and apple accessories.- Fix devices connectivity issues, configure devices, submit replacement requests and monitor outages.- Partner with third party vendors resolving account issues, app issues, and billing issues- Answer queries, provide walkthroughs and procedures to clients.- Platforms: Active Directory, Ticketing Platform, MS Office, Outlook, Remote Desktop, etc.

- Helping customers with internet issues, troubleshooting internet devices and resolving connection issues.- Configure modem, submit replacement requests and monitor and resolving outages.- Partner with third party vendors resolving account issues and billing concerns.- Answer queries, provide walkthroughs and procedures to clients.- Platforms: ADUC, Ticketing Platform, MS Office, Outlook, Remote Desktop, etc.

- Supporting a retail store receiving inbound and outbound calls, assisting managers and franchisees with store devices issues like printers, computer, POS, Scanner, cash drawers and every device at front of house or sales floor.- Helping stores with back of house devices like computers, UPS, server, internet connection and sales reports.- Fixing account issue like resetting passwords, unlocking accounts and submitting access requests.- Partner with third party vendors to monitor… Show more - Supporting a retail store receiving inbound and outbound calls, assisting managers and franchisees with store devices issues like printers, computer, POS, Scanner, cash drawers and every device at front of house or sales floor.- Helping stores with back of house devices like computers, UPS, server, internet connection and sales reports.- Fixing account issue like resetting passwords, unlocking accounts and submitting access requests.- Partner with third party vendors to monitor and resolve outages or unknown issues.- Provide walkthroughs and procedures and working with technicians visiting stores.- Submit replacement requests and track shipments.- Platforms: Active Directory, ServiceNow, Office 0365, MS Office, Outlook, Remote Desktop, etc. Show less

- The account is a software company specializing computer software like PC optimization and antivirus.- Receiving inbounds and outbound calls, assisting customers installing applications, troubleshooting apps issues, purchasing and renewing the service.- Providing remote support session to customers to fix any computer issues, removing viruses and optimizing their computers.- Offering additional services as part of sales and marketing.- Fixing account issues, extending warranty,… Show more - The account is a software company specializing computer software like PC optimization and antivirus.- Receiving inbounds and outbound calls, assisting customers installing applications, troubleshooting apps issues, purchasing and renewing the service.- Providing remote support session to customers to fix any computer issues, removing viruses and optimizing their computers.- Offering additional services as part of sales and marketing.- Fixing account issues, extending warranty, enabling and disabling accounts.- Partner with vendors for unknown issues relate to computers and applications - Platforms: Active Directory, Zendesk, Office 0365, MS Office, Remote Desktop, etc. Show less