Leading a level 2 group that helps in the process of escalations and research.Assisted Technical Research Analysts in reporting any trends or increase in Customer Service contacts.Reports site outages and conducts research and investigation.Started multiple projects and initiatives such as data reporting construction through Data Studio which helped our Operations team in terms of interactive reporting.Built web apps through Google Appscript which is dedicated to monitoring our… Show more Leading a level 2 group that helps in the process of escalations and research.Assisted Technical Research Analysts in reporting any trends or increase in Customer Service contacts.Reports site outages and conducts research and investigation.Started multiple projects and initiatives such as data reporting construction through Data Studio which helped our Operations team in terms of interactive reporting.Built web apps through Google Appscript which is dedicated to monitoring our internal system issues, effectively reducing the workload of our local IT team. Developed other websites and web applications that helped enhance the efficiency of researching resources needed by the Customer Service team.Lead the testing of projects to ensure that the functionality of codes are well-established and ready for production.Facilitated distribution of prod-ready projects to our Operations Team who will provide feedback on their experience every week. Show less

Provided strong analysis and reporting on our team's system issues.Point-of-contact for trending issues that requires an urgent attention for research.Created multiple data dashboards for clients and our internal teams.Acting as the bridge between our IT Team and our client's research team to deliver and pass technical data.

Worked with enterprise clients hosting Microsoft 365. Give advise on how to up their competencies to maximise their benefits and make use of the other cloud services based on their IT Focus(AppDev, ERP, CRM)

Worked with enterprise clients who needs to troubleshoot their work computer/laptop. Send OEM parts once the issue is isolated. Run diagnostics and perform screen sharing, updating drivers, bios and registries. Reset BIOS Password, assist in OS issues and pre-installed program issues.

Work with consumer customers who are placing orders on the website. Worked with their account and its settings, billing and shipment.