Jonathan Lee Email & Phone Number

• Deliver reliable support for all IT-related concerns• Resolve technical issues following the company processes• Updating/Troubleshooting Applications used by the clients• Install servers/systems, routers, firewalls, and equipment• Managing Microsoft 365, Azure, and AWS• Managing access permissions and users' account credentials• Create or improve Technical Service Group standards and implementation methods• File technical reports and create updated technical documentation• Utilize internal and external resources in troubleshooting issues• Comply with the company’s service delivery guidelines, policies, and KPIs• Setting expectations and a timeline for the resolution of the issue• Fix errors encountered during deployment• Provided effective resolutions to issues and escalate complex problems to Level 3 Engineers• Work closely with customers, third parties, and vendors• Promoted the company in maintaining a work environment focused on quality, communication, collaboration, integration, and teamwork.• Set and achieved product quality objectives while meeting product specifications.• Do other Ad-hoc tasks

• Deliver reliable support for all IT related concerns• Resolve technical issues following the company processes• Updating/Troubleshooting Applications used by the clients• Install servers/systems, routers, firewalls, and equipment• Managing Microsoft 365, Azure, and AWS• Managing access permissions and users' account credentials• Create or improve Technical Service Group standards and implementation methods• File technical reports and create updated technical documentation• Utilize internal and external resources in troubleshooting issues• Comply with the company’s service delivery guidelines, policies, and KPIs• Setting expectations and timeline for the resolution of the issue• Fix errors encountered during deployment• Provided effective resolutions to issues and escalate complex problems to Level 3 Engineers• Work closely with customers, third parties, and vendors• Promoted company in maintaining a work environment focused on quality, communication, collaboration, integration, and teamwork.• Set and achieved product quality objectives while meeting product specifications.• Do other Ad-hoc tasks

• Deliver reliable support for all IT related concerns• Resolve technical issues following the company processes• Updating/Troubleshooting Applications used by the clients• Managing Microsoft 365 tenants• Managing access permissions and users' account credentials• Utilize internal and external resources in troubleshooting issues• Comply with the company’s service delivery guidelines, policies, and KPIs• Setting expectations and timeline for the resolution of the issue• Fix errors encountered during deployment• Provided effective resolutions to issues and escalate complex problems to the escalation manager.• Work closely with customers, third parties, and vendors• Promoted company in maintaining a work environment focused on quality, communication, collaboration, integration, and teamwork.• Set and achieved product quality objectives while meeting product specifications.• Do other Ad-hoc tasks

Manila, Philippines

• Delivered reliable support for all IT related concerns.• Prepared and presented technical proposals that is beneficial to the company.• Orchestrated and oversaw upgrades to system hardware and software.• Engaged on projects proposed to clients• Created, oversaw, and updated policies, information, standards, and guidelines on regular basis.• Generated reports outlining performance, costs and downtime issues.• Maintained quality-focused performance benchmarks and schedules when directing project teams.• Aligned closely with other departments to better understand product features so that appropriate training materials could be developed.• Collaborated with support team to assist clients with emergent technical issues and develop effective solutions.• Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.• Promoted continuous improvement for IT governance processes.• Improved job tasks and mentored junior team members on best practices and standards.• Set and achieved product quality objectives while meeting product specifications.• Promoted company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.• Assisted in the monitoring and reporting on website traffic and performance.• Set up, optimized and managed network equipment.• Increased system security and performance with proactive changes

Manila, Philippines

• Resolved customer complaints and concerns by applying strong communication, conflict resolution and negotiation skills.• Documented repair processes and helped streamline procedures for future technical support actions.• Leveraged tools, resources and company procedures to address and diagnose problems.• Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.• Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.• Multi-tasked across systems and applications and resolved broad range of technical issues.• Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.• Troubleshot• Handled over 8-10 technical support phone calls daily.• Help with billing and subscription management issues such as signing up for a trial or purchasing a subscription, converting from trial to paid subscription, renewing subscriptions, adding and removing licenses, etc.• Technical support for Office 365 subscriptions and online services issues. • Supporting administrator users with their Office 365 concerns, computer systems, hardware, and software and related peripherals and other technical service requests and incidences• Ensure service delivery meets the business requirements (based on defined SLAs).• Collaborate with other Ambassadors at different levels to find solutions and technology areas• Escalate unusual or extraordinary cases to the escalation team

Paseo De Roxas, Makati City, Philippines

• Provide support in the establishment and implementation of the restaurant's operational processes, guidelines, and policies. Achieve the restaurant's sales targets and understanding its profit and loss statement. Manage daily restaurant operations.• Recruit, train, and supervise the restaurant's staff.• Comply with standards in quality, presentation, and service. • Handle guest complaints.• Documented receipts, employee hours and inventory movements.• Strengthened operational efficiencies and traceability, developing organizational filing systems for confidential client records and reports.

Eastwood City, Libis, Quezon City

• Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.• Advised customers and users regarding required maintenance practices of diverse software systems for OEM warranty requirements and industry best practices.• Responded to 2 individual tickets every 1 hour to provide end-user support on Microsoft Office applications, Office 365 and Yammer.• Explained technology-related details in easy-to-understand terms to individuals from all levels of society and in various job positions.• Documented repair processes and helped streamline procedures for future technical support actions.• Developed robust online knowledge base for support staff to reference when responding to requests for assistance.