Heinrick Turingan Email & Phone Number

Halifax, Ns, Ca

Halifax, Nova Scotia, Canada

• Respond to client’s inquiries and technical issues through various communication channels, including phone, email, and chat. • Diagnose and troubleshoot basic technical problems related to software, hardware, network connectivity, and system configurations across one skillset or product line. • Escalate complex issues as appropriate and ensure effective communication throughout the escalation process. • Contribute to the creation of user guides, FAQs, and self-help resources for customers.

Halifax, Nova Scotia, Canada

• Troubleshoot the system problem and complete repair promptly and efficiently, ensuring minimal recurrence of the problem.• Effectively use of remote assistant tools, knowledge base, and other tools to diagnose appropriately and wherever available to repair client’s issues within the desired SLA.• Creates knowledge article for our team’s reference to increase the team’s FCR.• Conducted technical and product training of new hires.

Kentville, Nova Scotia

• Provides technical assistance to Rogers’s internet users, from setting up the router to email configuration.• Training and coaching new hires through listening to their calls to identify their strength and address their questions to improve call handling.

Petaling Jaya, Malaysia

• Conducted client meetings to gather data and project requirements.• Build query to create datamarts according to business requirements using SQL Server Management Studio (SSMS).• Building and editing reports/dashboards using SAS Visual Analytics.• Administer on creating and maintaining user logins and permissions using SAS Management Console.

Selangor, Malaysia

• Provides technical support to clients through phone calls, emails, and tickets. • Manage the Email and Ticket queue to make sure all issues will be processed according to Service Level Agreement.

• Respond to support tickets from clients and colleagues within agreed Service Level Agreements• Resolve support tickets in a fast and professional manner• Identify and escalate situations requiring urgent attention• Log any bugs or feature request in bug and feature handling system• Feedback any important client information to Client Resolver Team and/or Technical Support Team• Keep requester updated on the progress of resolving their support ticket• Ensure all support coming in on emails, phones and conversations is logged in the support system• Reporting SAP Major and/or Normal Incident to the proper resolver team within the allowable SLA.• Using OSD (Remedy and )Clarify ticketing system• Active Directory Administration• Citrix support• Configure and troubleshoot VPN (Novell and Cisco ) connection• Configure Microsoft Outlook and/or Lotus notes.• Network and client desktop troubleshooting• Virtual machine support• Microsoft Office Support