Michael Angelo Togupen Email and Phone Number

Tier 2 Helpdesk Support

Job description⦁ Provide support for hardware and software malfunctions identifying root cause, and implementing the appropriate solution⦁ Escalate more complex or specialized service requests and incidents to the relevant teams or department; tracking and ownership to ensure problem resolution⦁ Deploy hardware and software understanding business requirements and technology standards⦁ Determine and execute tasks to support charger life cycle using accurate reporting⦁ Participate in project and installation tasks for accurate operational outcomes⦁ Manage vendors to determine status of assigned dispatches and resolution⦁ Serve as point of contact, answering emails, telephones and directing tickets to the proper resources⦁ Proactive at remove barriers that delay response or repair times⦁ Communicate effectively between departments; customer care, marketing, engineering, etc. providing support or routing information⦁ Maintain constant visibility to and track tickets communicate with assigned technicians throughout shift⦁ Generate reports and update database⦁ Observe data Integrity (i.e. data collection, updates and record keeping on Customer/Charger issues, Maintenance, tickets and alerts)

Setup and prepare computer equipment for operation, in accordance with Information System policies and user needs.Assists with gaming and non-gaming hardware and software.Perform preventative maintenance procedures on all computer equipment on a scheduled basis.Perform basic troubleshooting of hardware and software on all systems. Utilizes contracted vendors for assistance as needed in the troubleshooting process.Assist users with problems encountered while using systems and escalates problems as appropriate.Utilizes the departmental problem management tool and maintains detailed logs of problem/resolution activities.Utilizes rigorous logic and methods to solve difficult problems with effective solutions. Probes all possible sources for answers.Monitors, manages, maintains, and administers the server environment including Active Directory, Exchange, and applicationsProvide repair and upgrades for hardware, networks, and software.Develop and maintain an accurate inventory of all technology parts and equipment.Installs hardware and software systems.Other duties as assigned.

Setup and prepare computer equipment for operation, in accordance with Information System policies and user needs.Assists with gaming and non-gaming hardware and software.Perform preventative maintenance procedures on all computer equipment on a scheduled basis.Perform basic troubleshooting of hardware and software on all systems. Utilizes contracted vendors for assistance as needed in the troubleshooting process.Assist users with problems encountered while using systems and escalates problems as appropriate.Utilizes the departmental problem management tool and maintains detailed logs of problem/resolution activities.Utilizes rigorous logic and methods to solve difficult problems with effective solutions. Probes all possible sources for answers.Monitors, manages, maintains, and administers the server environment including Active Directory, Exchange, and applicationsProvide repair and upgrades for hardware, networks, and software.Develop and maintain an accurate inventory of all technology parts and equipment.Installs hardware and software systems.Other duties as assigned.

Prepare, schedule, coordinate and monitor the assigned engineering projects.Monitor compliance to applicable codes, practices, QA/QC policies, performance standards and specifications.Interact daily with the clients to interpret their needs and requirements and represent them in the fieldPerform overall quality control of the work (budget, schedule, plans, personnel’s performance) and report regularly on project statusAssign responsibilities and mentor project team.Cooperate and communicate effectively with project manager and other project participants to aid and technical support.Review engineering deliverables and initiate appropriate corrective actions

Install and repair electronic equipment, such as noncontact industrial printers and taping machines: Consults with customer or supervisor to plan layout of equipment.Installs or oversees installation of equipment according to manufacturer's specifications.Operates system to demonstrate equipment and to analyze malfunctions.Interprets maintenance manuals, schematics, and wiring diagrams, and repairs equipment, utilizing knowledge of electronics and using standard test instruments and handtools.Instructs and directs service technicians in servicing and repairing equipment.Consults with engineering personnel to resolve unusual problems in system operation and maintenance.May instruct workers in electronic theory.