Erickya Niña I. Email & Phone Number

- Accepted incoming calls, chats and tickets to provide support on managed resources- Ticket creation, handling and escalation using Integrated Help Desk and Cherwell ITSM- Provide software (Windows and Mac OS, Office, 3rd-party applications) and hardware technical support (install, uninstall, repair, update)- Remote access support using LogMeIn or LogMeIn Rescue- Network & VPN basics- Basic knowledge in server management- Account Management (unlock, password reset, creation and deletion)o ADUCo Azure AD accounts- Email (email clients and administration)o Office 365o Exchangeo Cloud-hosted emailso GSuite

- Line of business handled were calls, chat, email and web tickets- Created, handled and escalated tickets using ticketing tools such as ServiceNow and Clarify- Managed user accounts by performing password resets and unlocking accounts (Active Directory accounts, application-specific accounts)- Software supporto Windows and Mac OSo Office 365, 3rd party and web-based applicationso Reimaging workstationso Email applications and services (OWA, MFA and InTune)o Software installation via SCCM and regular installationo Basic network troubleshootingo VPN troubleshooting (Cisco AnyConnect, RSA)o Remote troubleshooting- VNC- LogMeIn- RealVNC- Remote Desktop Connectiono Mobile Device Management and Requests- Ordering and provisioning- Port In / Port Out- Activation- Plan / Feature changes or inquiries- Device tracking and device wipe- Mobile email set up (native email and Outlook app)- Set up of supported applications (MobilePass, RSA, InTune)