Erickson Arcilla Email & Phone Number

North York, Ontario, Canada

• Respond to telephone inquiries or forward callers to the appropriate person or authority.
• Communicate the reporting process with clients and explain the necessary information required to proceed.
• Data enter information using custom software in order to produce a report.
• Operate digital scanner to transfer paper documents to digital file database.

Singapore

• Conduct Planning, Deployment, Consultancy and Troubleshooting Solarwinds related concerns
• Upgrade and maintain the current Monitoring system of SGMail used in GOVTECH Command Center.
• Investigate, Respond, Troubleshoot and Resolve 2nd level Support issues on IT Operations related areas.
• Diagnose and rectify any problems with the SolarWinds Infrastructure.
• Resolve issues escalated by the 1st level support team
• Administer and maintain the SolarWinds platform as a whole and not limited to adding and removing nodes as necessary, add/adjust alerts triggers and dependencies,application Templates, Powershell Script, Monitoring.

Singapore

• Perform remote installations, upgrades, and repairs using phone, online chat and remote desktop software.
• Test computers to ensure proper functioning of computer systems.
• Responsible for direct support of users contacting the NEC Service Desk for assistance with Incidents as defined in the Incident Management Process and in accordance with the Service Desk Procedures.
• Practiced and conducted mock testing for cybersecurity, ensuring preparedness and proactive measures against potential security threats.
• Receive calls and emails for end users and other Agency Service Desks / Help Desks, and create Incident tickets, logging all pertinent information.
• Provides basic account, network, VPN and computer troubleshooting.

Singapore

• Receive calls and emails for end users and other Agency Service Desks / Help Desks, and create Incident tickets, logging all pertinent information.
• Provides initial assessment of categorization and prioritization for reported Incidents and provides initial support, targeting a higher level of first contact resolution.
• Ensures Incidents are properly escalated and assigned to appropriate support groups.
• Provides communication to end users concerning the status of Incidents, Service Requests, and changes.
• Diagnose and Resolve basic technical hardware and software issues.
• Maintains ownership of Incidents, ensuring status update and resolution according to SLAs.

Philippines

• Provides concise quality customer service in a professional, timely and courteous manner for the client’s project specifically with one of the largest internet provider in the U.S.
• Successfully accomplished the DSL Product Training.
• Handles general inquiries about the product and the service offered.
• Provides basic network and computer troubleshooting.
• Provides support for VOIP and Dual Mode devices (3g and 4g).
• Diagnose and Resolve technical hardware and software issues.

Diploma Of Education, Computer System Technician Networking

Information Technology, Major In Computer Technician