Erwin U. Email & Phone Number

Valenzuela, Ncr, Ph

Taguig, National Capital Region, Philippines

- Respond to and/or initiate technical troubleshooting sessions with customers - via phone, email and remote session.- Interact with customers at all levels, with demonstrated ability to communicate with both the basic user to the technically advanced (Network Administrators, System Administrators, CIO, etc..).- Manage and work support tickets per industry best practices and utilizing existing CRM systems.- Effectively communicate technical information to non-technical customers.- Coordinate the resolution of technical issues with Advanced Support Teams and escalate issues per pre-established guidelines.- Contribute to our Knowledgebase (author and edit knowledge base articles).- Maintain working lab systems to facilitate reproduction of customer issues.- Reviews diagnostics logs collected from the users to help determine the cause and provide solution for the reported monitoring tool issue.

Kuala Lumpur, Malaysia

• Acts as point person in the absence of TeamLead.• Performs Incident Management and coordination with backend supports for high priority cases reported.• Ensure inbound contacts are managed in accordance to our operation guidelines.• To manage escalations and High Priority incidents to a satisfactory level.• To produce and deliver operation report.• Accountable for work packages within the assigned shift.• Performs troubleshooting and dispatch cases that requires back end assistance• Following process flows for smooth day to day work assisting users• Maintains high level of technical support assistance to meet client satisfaction• Follows and implements ITIL processes• Research questions using available information resources and actions on users concern the quickest way possible to meet and maintain SLA• Performs diagnostic troubleshooting using tools like Windows Remote Assistance, Active Directory, Microsoft Exchange, VPN tools and RDP• Logs and tracking cases using Salesforce and Service Now (SNOW/NEXO)

Malaysia

• Provides first hand technical assistance to SWIFT users over the phone, chat or in person• Performs troubleshooting and dispatch cases that requires back end assistance• Following process flows for smooth day to day work assisting users• Maintains high level of technical support assistance to meet client satisfaction• Follows and implements ITIL processes• Research questions using available information resources and actions on users concern the quickest way possible to meet and maintain SLA• Performs diagnostic troubleshooting using tools like Windows Remote Assistance, Active Directory, Microsoft Exchange, VPN tools and RDP• Logs and tracking cases using Salesforce and Service Now (SNOW/NEXO)

Cyberjaya

*Oversee the daily technical queries of Lenovo VIP Clients*Checks and approves Technician dispatch of L1 agents*Doing daily, weekly, and monthly RCA (Root Cause Analysis) and provide Management with feedback for process improvements*Answering L1 agents technical queries and providing action plan resolution*Providing technical assistance to special cases that L1 agents are unable to handle/resolve*Handling Technical Escalations and answering Sup Calls relating to technical concern of users

Cyberjaya

• Provides 1st hand technical assistance with users Lenovo Think and Idea Products• Performs troubleshooting and assist users in resolving software/hardware related concerns with Lenovo products• Escalates issues to L2/LPS for cases that requires their action• Follow up with users and making sure users concern is covered within SLA• Used RCMS ticketing tool to log incidents

Petaling Jaya, Selangor, Malaysia

• Provides 1st hand technical assistance with users from Manulife Insurance Company• Performs troubleshooting and assist users in resolving IT related issues at first call• Escalates issues to back-end support and / or Field Service if necessary• Follow up with users and making sure users concern is covered within SLA• Used Remedy ticketing tool to log incidents

Mc Kinley Hill, Taguig

• Provides support for UBS employees all over the world especially EMEA and APAC regions (Asia-Pacific) in AD and roaming profiles issues, shared drives, shared mails and shared printer troubleshooting, Outlook issues, password resets for various databases, Virtual machine, Voicemail, VPN, RDP, VDI, and collect-and-dispatch communication with local support with UBS around the world.• Used Remedy and Service Now ticketing tools to log incidents

Kalayaan Ave, Taguig

• Provides 1st hand technical assistance with users of Microsoft Windows Operating System• Assisting users with their general concern with Windows issue (Ex. Unable to install application, unable to browse, unable to play music or print a file)• Performs troubleshooting and escalates issue to the next level if required• Used CAP / CCF for logging incidents