▪ Provisions user accounts through Okta and Jira.▪ Acting as a point of contact to users reporting issues, requesting information, access, or otherservice request.▪ Troubleshoots both hardware and software issues.▪ Re-image MacBooks and iPads for deployment services.▪ In-Office support.

▪ Operation of machine material handling equipment. ▪ Receiving and accepting mail items.▪ Transferring and loading of postal truck.▪ Transfers and dispatching of parcels and packets. ▪ Sorts, scan, and sequence batch mail items.

▪ Responsible for making sure all functions and work is carried out efficiently and productively in the absence of the department head. Ordering all fruit, vegetable and other requirements as well as all operating supplies.▪ Responsible for quality assurance of all delivered products.▪ Assists in enforcing the work shifts and schedules and seeing to it that absences are covered by otherpersonnel.▪ Assists and monitors the preparation and processing of vegetable for display in the wet and dry tables.Maintaining the walk-in cooler so that it is organized, clean, and all boxes are covered.▪ Assists in enforcing all food safety practices and a clean work area by all staff.▪ Makes sure all display tables, shelves, pallets, and coolers are always with stock and not left empty.▪ Assists in stock inventory control.

▪ Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs andtracks incidents (using ServiceNow and Case Management System) and requests from identification throughresolution.▪ Ensures positive customer experience and CSAT through First Call Resolution and minimum average handlingtime ( AHT), rejected resolutions / re-open Cases.▪ Updates work-logs and follow shift / escalation process and process compliance.▪ Manage both Corporate and Franchise user accounts through Active Directory and Password Central bypassword reset and unlock.▪ Remotely troubleshoots front desk computers.▪ Remotely configures and troubleshoot credit card terminals.▪ Troubleshoots VPN connectivity issues that includes their secured tokens on their mobile devices.▪ Troubleshoots and install network printers.▪ Handles the monthly server reboot for franchise hotels.▪ Assisted franchise staff on needed re-Imaging of their computers.▪ Answers both Corporate and Franchise Users business work related inquiries.▪ Process escalation and high priority incidents including request.

▪ Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs andtracks incidents (using ServiceNow and Case Management System) and requests from identification throughresolution.▪ Ensures positive customer experience and CSAT through First Call Resolution and minimum average handlingtime ( AHT), rejected resolutions / re-open Cases.▪ Updates work-logs and follow shift / escalation process and process compliance.▪ Manage both Corporate and Franchise user accounts through Active Directory and Password Central bypassword reset and unlock.▪ Remotely troubleshoots front desk computers.▪ Remotely configures and troubleshoot credit card terminals.▪ Troubleshoots VPN connectivity issues that includes their secured tokens on their mobile devices.▪ Troubleshoots and install network printers.▪ Handles the monthly server reboot for franchise hotels.▪ Assisted franchise staff on needed re-Imaging of their computers.▪ Answers both Corporate and Franchise Users business work related inquiries.▪ Process escalation and high priority incidents including request.

▪ Troubleshoots web browser issues.▪ Handles user accounts through Active Directory by password reset and unlock. ▪ Answers users business work related inquiries.▪ Process escalation and high priority incidents including request.

▪ Decides the best solution based on the issues and details provided by tier 1 support and by the client and provided answers to other technical inquiries.▪ Supported tier 1 incidents within a Service Center and Configuration Management SCCM system.▪ Manage both tier 1 and clients user accounts through Active Directory.▪ Proactively identified potential areas for wide system outage and initiated analysis and resolution by workingwith the NOC team and application developers.▪ Follow up with tier 1 and other support staff (service resources) involved in resolution to ensure incidents areresolved, requests are filled, and the client’s communication is complete. Documents resolutions and updatesself-help and knowledge base.▪ Record, track, and document the tier 1 request problem solving process, including all successful andunsuccessful Job Description decisions made, and actions taken, through to final resolution.▪ Provided additional troubleshooting steps to tier 1 and Desktop Support team to resolve pending technical issues.

▪ Optimized virtual machines system performance. Responded to system hardware/software issues, storage, and hardware configuration problems.▪ Resolves technical issues on windows, virtual machines, and other business applications through Remote Session.▪ ResolvesnetworkandVPNconnectivityissuesthatincludesSecureTokensonmobiledeviceforbothAndroid and IOS.▪ Assisted clients with general support for hardware, peripherals, and software.▪ Troubleshoots WIFI, LAN, and VoIP networks through remote session.▪ Coordinated with clients ISP providers on resolving network issues.

▪ Assisted users in manually provisioning of their Comcast and Non-Comcast cable modems and routers. ▪ Diagnose and troubleshot connectivity and line issues with possible escalations.▪ Assisted users in setting up webmail and email clients using optional mail servers.▪ Provided basic troubleshooting in home network and possible escalation for advanced resolution.

▪ Troubleshoots operating system issues (WinXP, Vista, Win7, Win8), Network Connectivity, TCP/IP configuration, upgrades, microsoft office products and internet connectivity.▪ Performed installation and upgrades of software and driver through remote control session on computers running microsoft operating systems.

▪ Analyze customer’s in-game concerns and issues.▪ Resolves technical issues pertaining to running game related problems. ▪ Handles account and billing concerns.

▪ Remotely troubleshoots software and hardware problems on consumer notebook PC’s running on windows operating system (Win XP/Vista/Win7).▪ Responsible in processing service order of consumer notebooks that needs to be repaired or replaced.▪ Offers after sales request for company confidential products and services.▪ Educates customers on how to maintain and avoid future technical issue on their computers.