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.

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.

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

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.

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.
• 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