Gerszon Dizon Email & Phone Number

Angeles, PH

Australia

• Manage the status of open tickets and complete technical and operational tasks to efficiently and correctly resolve issues and close tickets.
• Account for time by function and by the customer in ConnectWise with a high level of accuracy to include notes detailing customer work status to ensure continuity of service.
• Completion of any other ticket classifications in adherence with the ITIL system of Service Delivery (Type, Subtype, Item, as needed).
• Deliver outstanding customer service on site and remotely to customers
• Communicate progress and advise customers on account status, changes, make suggestions, serve as coach regarding products/services and through processes.
• Conduct regular maintenance and support for assigned customers on schedule.

-Resolving scheduled incidents and service requests from clients assigned by the Service Desk Team Leader- Primarily providing remote support to troubleshoot and resolve customer pain points, keeping the customer up to date at all times with the status of the work-Citrix and remote desktop application, System and printer support in addition to local.

• PRIMARY RESPONSIBILITIES
• Maintain under operational conditions the current and new Windows & VMWare platforms in respect of the Supportprocesses
• Build, deploy and administer/manage the current and future Windows, AD and VMWare platforms.
• Senior level of operational support on:- Troubleshooting, incidents and problem management,- Reporting and communication.
• Assist new implementations of all System Infrastructure components such as- Physical and virtual servers,- Middleware components (backup, scheduling, monitoring, etc.)
• Pro-active in ensuring stability, response time, operational consistency and life cycle over the Windows and VMWareplatformsSECONDARY RESPONSIBILITIES

• PRIMARY RESPONSIBILITIES
• Act as the first point of escalation by the team for user/client issues or queries and act as a liaison to the IT department.
• Provide hands on technical support functions for Operating and Application Systems, Servers, various client required applications, network printers including all active devices and mobile devices.
• Perform support and troubleshooting on Office 365 (SharePoint, Exchange, etc.)
• Provide technical support on site or utilizing telephone, email and internal systems to support internal and external users and staffs.
• Act as liaison to IT product and service providers while assuring that the service level agreement and standard operating procedures are always met.

-Level 1 and 2 technical support for 100+ users -Maintenance of systems, workstations, network printers and peripherals -Ensuring that operating systems, hardware, software, and procedures are aligned with organizational standards and strategic business plans. -Automating Auditing and Active Directory process using PowerShell -Knowledgeable or.

-Level 1 and 2 technical support for 150+ users -Maintenance of systems, workstations, network printers and peripherals -Escalation points for troubleshooting hardware/software issues. -Configuration of Group Policy Object (GPO) to create a secure Windows infrastructure. -Creation of user IDs, roles, and group OUs -Creation of Active Directory Scripts for.

Region III - Central Luzon, Philippines

Intern at Teletech Pampanga.