Jay Malabanan Email & Phone Number

Philippines

• Providing remote assistance to end-users using desktop applications, chat features, emails, and phone assistance to customers.• Troubleshooting and resolving hardware and software issues remotely to help end-users• Assisting end-users to set up accounts and install applications.• Using Powershell script in installing and uninstalling applications.• Monitor and resolve all Service Now tickets within established service level agreements. • Complete assigned tickets within established service level agreements.• Monitor email box for ticket and end-user status requests, updates, and escalations.• Resources used in troubleshooting (e.g.: LogMeInRescue, Screenmeet, Cayosoft, Remediant, Intune Management, Zoom Video Conferencing software,Ms Teams, Windows Server 2012, SCCM, etc.)

• Create and address tickets from clients regarding hardware, software and networking issues.• Conduct remote and in-person desktop troubleshooting.• Direct/Forward unresolved issues to the next level of support personnel and monitor until the issue was resolved.• Help manage and maintain technical inventory.• Help create and update technical documentation and manuals.• Experience in Linux, MacOS and Windows Operating System• Basic administration of Office365• Basic administration of GSuite• Basic Administration of Cisco and HP Switch and Ruckus Access Point• Basic Administration of Sonic wall and FortiGate (firewall)• Basic Administration of Ruckus Zone Director• Basic Administration of Windows Server 2016(Active Directory, DHCP)• Handling Avaya Concerns and configuration