Industry : IT-Enabled Services / Infrastructure Technology OperationsDuration : Dec 2013 – Dec 2021 Work Description:•Provides first level support and handling the resulting incidents or Service Requests using the incident management and request fulfillment processes, based on ITIL standards.•Provides initial response to all incidents for our client.•Provides front line customer liaison and accurately recording and tracking of incidents using electronic and call handling abilities.•Utilizes your technical abilities in helping to clarify and/or resolve customer incidents•Utilizes an Incident Management tool which enables us to log an Incident•Provides ongoing monitoring and escalation of customer issues through the incident lifecycle•Identify and escalate requests requiring urgent attention.•Analyze and triage requests to the appropriate owner if it does not fall under the Service Desk scope.•Research answers to inquiries, requests or issues using the available information resources.•Stay current on news, system information, problems, changes and updates relevant to our end-user.•Handle special tasks or projects as assigned by my team lead.

Industry : TelecommunicationsDuration : February 2011 – November 2013Work Description: •Provides first level support through handling the resulting incidents or Service Requests, using the incident management and request fulfillment processes, based on ITIL standards.•Incident registration•Classification of incidents •Prioritization of incidents•Initial support •Routing service request to solution groups•Ownership and communication of all live incidents •Monitoring and tracking incidents throughout their lifecycle and manually escalating incidents where necessary•Resolution and recovery of incidents not assigned to 2nd/3rd line support•Verification of resolution and user satisfaction•Re-classification of incidents and Closure of incidents

Industry : IT-Enabled Services / Infrastructure Technology Operations; Duration : May 2010 – December 2010•Provides first level support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfillment processes, based on ITIL standards.•Provides initial response to all incidents for our client.•Provides front line customer liaison and accurately recording and tracking of incidents using electronic and call handling abilities.•Utilizes your technical abilities in helping to clarify and/or resolve customer incidents•Utilizes an Incident Management tool (Peregrine Service Center) which enables us to log an Incident•Provides ongoing monitoring and escalation of customer issues through the incident lifecycle•Identify and escalate requests requiring urgent attention.•Analyze and triage requests to the appropriate owner if it does not fall under the Service Desk scope. •Research answers to inquiries, requests or issues using the available information resources.Stay current on news, system information, problems, changes and updates relevant to our end-user.•Handle special tasks or projects as assigned by my team lead.•Communicating to customers the status of their incidents through to closure. Supports a telecommunications company in New Zealand.

Industry : IT-Enabled Services / BPODuration : May 2009 – February 2010Work Description: •Works as a network technician for Test and Activation Service Center team of Verizon business. •Identifies and resolves network performance problems of Verizon Business Internet lines.•Interface with LEC and External Vendors for the isolation and repair of customer troubles.•Enlist network management personnel, support, or repair organizations as necessary to facilitate trouble resolution.•Answers incoming service calls from customers and documents/tracks related troubles. Maintains on-going communication with customer.

Industry : IT-Enabled Services / BPO; Work Description: •Provides professional technical assistance for problems and issues regarding Verizon DSL through telephone.•Assist customer with modem/router configuration (Westell Modem, ActionTec and Linksys Routers), Wireless and LAN troubleshooting, Port forwarding, and general Verizon Network Issues. •Provides supports to Verizon Security Suite (Verizon’s own security program)