Jerome Waniwan Email & Phone Number

Digital Signage Software

Duluth, Georgia, United States

- Receive inbound calls from Vector Choice Supported businesses and prioritize ticket accordingly with focus in resolving the issue as quick as possible- Remotely access user's PC via RMM tool to understand more about the issue, check what might have caused it and gain understanding how to fix it- Troubleshoot and fix connectivity, Windows OS, web applications, printers andscanners, local applications and password issues- Performs advance troubleshooting with the use of CMD, powershell, windowsservices and windows registries- Explain to the user the nature of the technical issue and how to resolve it in aneasy to understand way Logs issues and resolution in Connectwise and Autotask for ticketing- Escalates ticket to higher tier support level as needed- Performs password resets via Active Directory, Office 365 Admin, Intune,HomeCare HomeBase, Forcura and Workday

United States

Quezon City, National Capital Region, Philippines

- Receive inbound calls from TTEC supported businesses. Fix the issue user is calling for and escalate to Tier 2 or resolving team if needed- Receive Chat from TTEC supported business users .Fix the issue user is reaching out for and escalate to Tier 2 or resolving team if needed- Remotely access user's TTEC company PC/Laptop via LogMeIn or ScreenMeet and assess user's issue. Follow AskNow Knowledgebase and apply fix- Logs issues and resolution in AskNow for ticketing- Troubleshoot workstation log in, network connectivity, Global Protect and Cisco AnyConnect VPN, web applications, Citrix, VM Ware, local applications, windows OS, Office 365 applications, hardware issues, headset and audio troubleshooting- Performs advance troubleshooting with the use of CMD, powershell, windows services and windows registries

Remote

- Receive Inbound Calls, Emails and Chats for potential buyers and existing customers- Coordinate with the shipping department for faster shipment of ordered products- Coordinate with the inventory department to make sure inventory count is accurate- Take, fix or answer tickets then mark as resolved with the goal of zeroing out tickets- Point of contact for escalations on customer complaints and refunds- Assigned as technical assessor for customer technical inquiries and provide promotional game codes for selected item purchases- Act as an Internal IT for fixing colleague’s workstation or application issues

Quezon City, National Capital Region, Philippines

- Receive inbound calls from PCLaw Supported Law firms and Businesses- Help user troubleshoot issues with different versions of PCLaw AccountingSoftware- Help user's with preparing financial reports using PCLaw- Help fix bookkeeping entries in PCLaw by finding discrepancies andcorrecting them to balance books- Help with database back up and migration on PCLaw user data- Escalate issue to Quality Analyst if needed- Log tickets in Oracle Management tool- Troubleshoot LexisNexis Ebook and Ereader issues on devices such as iPhones,iPad, MacBook and in - Windows

Quezon City, National Capital Region, Philippines

- Back-end support for TELUS Field Technicians in Canada- Receive calls from TELUS Field Technicians requesting assistance on checking available ports in the exchange area- Receive calls from residential and business customers- Provision ADSL and VDSL ports for TELUS business clients- Perform health checks on copper line paths- Provision Internet and IPTV boxes- Fix issues with internet line like modem, routers, no sync, no dataflow, Slow internet speed, dropping and intermittent connections- Assign and schedule Field technicians for tech visits

Quezon City, National Capital Region, Philippines

- Receive Inbound calls from Toshiba Laptop user with or without software warranty support- Receive Chats from Toshiba Laptop users with or without software warranty support- Performs outbound calls and fix escalated issues on software or hardware issues covered within the warranty support- Hard selling Toshiba Software support for user's outside of warranty- Subject Matter Expert, where escalated or unresolved issues by team members need to be followed up on or fixed as quick as possible- Handle multiple remote sessions from team members who were unable to fix the issue- Troubleshoot network issues, third party applications, toshiba local applications, virus, browser and windows OS- Performs advance troubleshooting with the use of CMD, powershell, windows services and windows registries

Quezon City, National Capital Region, Philippines

- Receive inbound calls from Dragon NaturallySpeaking software and prioritize ticket accordingly with focus in resolving the issue as quick as possible- Provided installation, how to's and troubleshooting for Dragon NaturallySpeaking software from version 11 and up- Replicate issues or bugs and find solutions for end users- Troubleshoot audio issues- Perform advance troubleshooting using windows registry and CMD- Log issues and resolution in Oracle Management Tool