Maurice Iglesia Email & Phone Number

Australia

• Providing second level support for all new and existing ICT support issues escalated to Level 2
• Troubleshooting and diagnosing technical issues over the phone and in person
• Accurate problem resolution with thorough and clear documentation
• Maintaining all case/issue history within our helpdesk ticketing system
• Resolving hardware issues with desktops, printers, scanners and peripheral devices
• Installation and configuration of servers, network devices, PC's and other IT equipment

Sydney, Australia

• Provide technical support to users on hardware, software and mobile devices, via email, phone and walk-ins
• Manage and provision user access in Active directory, Jira, Confluence and Airwatch
• Responsible for escalating incidents in accordance with agreed and documented escalation procedures
• Responsible for providing communications between internal and external users which entails escalation of all faults and outages
• Provide support for all requests and maintenance for the Service Management tool, including user administration
• Monitor and coordinate the resolution of customer incidents, problems and queries in an effective and timely manner

Alexandria

• Provided detailed and up-to-date information to CIO and key stakeholders on 'major' issues affecting franchise offices and users
• Management of day to day operations of the Service Desk, KPIs and SLAs
• Provided staff leadership, direction, supervision, training and development
• Regularly meet with team members to discuss project deliverables, workload and individuals performance
• Reported systems functionality issues / gaps to QA and Development Team via appropriate methods
• Educated and mentored team members on technical understanding of hardware, networks and software applications

Alexandira

• Provided Level 2 support for escalated issues and complaints
• Assisted with weekly reporting using GoodData
• Responsible for training and Induction of new System Support team members, training them on the technology platforms and how they are used in the business
• Ensured all phone, email, and Zendesk communication are handled and recorded in a timely, accurate, professional and courteous manner by the team
• Provided assistance and training to ensure team members achieve their KPI’s
• Assisted System Support manager with daily managerial objects, such as SLA’s, FCR, call and ticket quality reviews

Alexandria

• Provided Level 1 support for 550 offices and 7000 users across Australia and NZ
• Responsible for training, technical support and data migrations for in-house and third-party CRM’s
• Provided training and support on Web CMS (Kentico).
• Supported users remotely using TeamViewer, Logmein or RDP, as well as email, phone support
• Recorded all incidents and requests using Zendesk and JIRA ticketing system
• Closely adhered to established processes and procedures to ensure SLA’s were met

Sydney, Australia

• Provided service and assistance in customer product selection
• Maintained outstanding store condition and visual merchandising standards
• Responsible for general stock management duties including unpacking, processing, moving, refilling and regular stocktaking
• Answered phone inquiries and processing of sales in-store
• Cash handling and POS experience
• Handled customer queries and complaints

System, Networking, And Lan/Wan Management/Manager

Certificate Iv In Frontline Management