Justin Bognot Email & Phone Number

Auckland, New Zealand

Clark, Philippines

Angeles, Central Luzon, Philippines

Clark, Pampanga

Brisbane, Australia

United States

Clarkfield, Pampanga Ph

Tickets - Ensure any work is captured as a time entry or note in a ticket and status, work type, contract, SLA etc. are updated in real timeTickets - Ensure any ticket worked on is set up correctly as per standard templates and processes.Support – including but not limited to: Assist Customers with all support related issues: - | First hand remote support to clients on issues (and also take on escalated ones from time to time) - Desktop troubleshooting - Server errors - server OS - Server applications – email management (exchange / hosted exchange / O365) - Backups - Basic Networking (router / WAP’s / switches / internet connectivity) – VoIP set-up (Yealink/Snom – management of client’s phone system like setting up a new account or any call forwarding request) – Virtual server resource management, Group Policy, Change management, Support of 3rd Party & “in house” applications, install and configuration of printers, print serversEscalate - follow correct escalation process for tickets that are out of the scope of your role / beyond your knowledge / capabilities / has breached an SLA or is taking too longEscalate to IT applications support or call for outside vendor maintenance as needed.Book Field Technicians out for any work that requires escalation to an on-site support Research / Gather further information required by Technicians to resolve requestsProvide secondary support for identified Level 2-3 issues where solutions have already been documented.Create and update documentation wherever you see it is lacking, for client info, Client specific docu, and general support processesParticipate in meetings, and apply learning’s to own development.Assist with mentoring and training of new Level 1 staff.

United States

Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more;Research required information using available resources;Follow standard processes and procedures;Identify and escalate priority issues per Client specifications;Redirect problems to appropriate resource;Accurately process and record call transactions using a computer and designated tracking software;Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;Organize ideas and communicate oral messages appropriate to listeners and situations;Follow up and make scheduled call backs to customers where necessary;Stay current with system information, changes and updates

Student-aide of the Digital Laboratory head. IT support for PCs, equipments, and server of the digital laboratories of the university. Acquired 60% discount of the total tuition fee+ Php1200 monthly allowance.*respond to requests for technical assistance in person*diagnose and resolve technical hardware and software issues*research questions using available information resources*advise user on appropriate action*follow standard procedures*identify and escalate to Lab Tech situations requiring urgent attention*track and route problems and requests and document resolutions*inform management of recurring problems *stayed current with system information, changes and updates*Supported LANs, WANs, network segments, Internet, and intranet systems.*Maintained system efficiency.*Ensured design of system allows all components to work properly together.*Troubleshooted problems reported by users.*Made recommendations for future upgrades.*Analyzed and isolate issues.*Evaluated and modify system's performance.*Identified user needs.*Maintained network facilities in individual machines, such as drivers and settings of personal computers as well as printers.*Administered desktop computers, printers, routers, switches, personal digital assistants, smartphones, software deployment, security updates and patches.

Clarkfield, Pampanga

CSR/Sales Rep for 1-800 Flowers for the peak season of Mother's Day 2011 (Summer Job)

Bachelor'S Degree, Computer Engineering

Bachelor Of Science (B.S.), Computer Engineering