Gio Rollon Email & Phone Number

• Act as the primary contact for all internal IT support requests on JIRA.• Procures, provisions and deploys equipment for end users• Provides hardware, software, and account Service Desk support and technical education to end users on computer, mobiledevices, and printers.• Triage, assign, resolve, or escalate all incoming tickets.• Troubleshoots Windows OS and intel hardware for end users through service desk walk-ups, chat, video conference andJIRA.• General Network troubleshooting for network connectivity issues, including digital authentication, remote access, secure Wi-Fiand wired connectivity to the internal network.

• Assist business partners on all their submitted ServiceNow incidents and request tickets.• Installing, Downloading, Licensing and Troubleshooting Engineering software (Autodesk, Bentley products etc.)• Create/Remove/Add to Shared Mailbox, Distribution Lists.• Add/Remove/Restrict access to Shared Network Folders.• Active Directory for Creating/Modifying Security groups, Password reset for business partners, activating computers, movingcomputers to dedicated Organization Unit.• Network, Cisco Any Connect VPN troubleshooting.• VDI, VMWare and Citrix Applications troubleshooting.• Hardware and BIOS troubleshooting.• Network printers troubleshooting• M365 business applications troubleshooting (Word, Excel, PowerPoint, Project Standard, Visio).• SharePoint Site, Microsoft Power Apps, Power Automate troubleshooting.• Solving problems of Authentication and Compromised accounts.• Troubleshooting Oracle and Deltek Vision timesheets• Providing excellent and quality service to end users.

• Downloading, Installing and Activation of Windows 7, 8, 8.1 and 10 which requires establishing remote session.• Downloading Installing and Activation of Microsoft 365 Applications (Word, Excel, PowerPoint, OneDrive, Skype)• Assist external/internal users for Cancelling, Renewing Microsoft 365 Subscriptions (M365 Personal, M365 Home, M365Home & Student).• Assist external/internal users of the client's technical products and services.• Identify root cause, investigate, research and provide resolution to user questions and problems.• Troubleshoot basic to complex issues that are technical in nature including hardware, software, drivers and networking.• Escalated support desk tickets to Level 2 in the most crucial circumstances and after considerable time had been spent on asingle circumstance.• Provide excellent and quality customer service.