Description :

1. Configured TSM operations including expiration, migration, and reclamation to optimize system performance.
2. Defined and managed client backup schedules, ensuring data integrity and availability.
3. Led the nationwide rollout of a Proxy Server Project, coordinating planning, testing, and implementation.
4. Facilitated communication between business partners and application administrators for critical application testing.
5. Created detailed process documentation and flowcharts to guide implementation and troubleshooting.
6. Developed high-level architectural diagrams using Microsoft Visio to support project planning.
7. Coordinated project timelines and testing procedures to ensure successful implementation across teams.

Experience

0-2 Years

Level

Entry Level

Education

A.A.S.

Description :

1. Delivered regional and global client support, facilitating technical resolution via phone, email, and remote assistance for over 15 clients across multiple platforms.
2. Troubleshot and resolved hardware, software, and application issues, ensuring continuity of user productivity.
3. Managed incoming requests, achieving a 75% first-call resolution rate while maintaining exceptional customer service standards.
4. Executed software upgrades using mobile device management systems across desktop and cloud environments.
5. Implemented updates and patches for various mobile devices, enhancing application performance and user experience.
6. Utilized E-Business Suite to track inventory and service requests, ensuring accurate documentation and follow-through.
7. Provided expert guidance to technicians and customer service managers on task-specific applications, improving operational efficiency.

Experience

2-5 Years

Level

Executive

Education

A.A.S.

Description :

1. Diagnosed and resolved technical issues related to software applications, network connectivity, and hardware malfunctions for clients.
2. Provided expert guidance across various platforms, including Windows, macOS, and mobile operating systems.
3. Engaged with customers to identify root causes of issues and implement effective solutions to enhance user experience.
4. Collaborated with cross-functional teams to customize tools and integrate software solutions into client environments.
5. Assisted clients with code implementation, ensuring compatibility with existing systems and adherence to best practices.
6. Delivered training sessions for new technical support staff, enhancing team capabilities and service quality.
7. Maintained thorough documentation of support interactions and solutions to facilitate knowledge sharing within the team.

Experience

0-2 Years

Level

Entry Level

Education

A.A.S.

Description :

1. Provided comprehensive technical support for global customers, effectively resolving complex network issues related to security appliances, switches, and access points.
2. Conducted thorough troubleshooting to address problems with DHCP, DNS, routing, switching, and authentication protocols.
3. Identified and mitigated security vulnerabilities, including DNS amplification attacks and SSID spoofing.
4. Utilized advanced diagnostic tools, including Wireshark, to isolate and resolve network issues based on the OSI model.
5. Established secure site-to-site VPN connections, enhancing organizational communication and security.
6. Managed multiple support cases with a focus on quick resolution and high customer satisfaction.
7. Guided clients on integrating Active Directory services to streamline network access control and security.

Experience

5-7 Years

Level

Executive

Education

B.S. IT

Description :

1. Diagnosed and resolved technical issues for Data Services, enhancing operational efficiency.
2. Handled customer inquiries, providing accurate information and processing requests efficiently.
3. Served as a Help Desk technician, assisting users with internet-related issues.
4. Resolved hardware, software, and network issues, coordinating with cross-functional teams.
5. Collaborated with departments to address and resolve customer problems effectively.
6. Maintained high standards of quality in customer support activities, ensuring client satisfaction.
7. Participated in skills development sessions to stay updated on industry best practices.

Experience

0-2 Years

Level

Entry Level

Education

BSc IT

Description :

1. Facilitated the resolution of complex technical issues for clients, ensuring minimal downtime and high user satisfaction.
2. Collaborated with cross-functional teams to streamline processes for new voice and internet service installations.
3. Served as the primary liaison for customer care teams, providing expert guidance on service inquiries and troubleshooting.
4. Managed configurations and maintenance of 5 Nortel DMS 250 switches, ensuring optimal performance for dedicated T-1 customers.
5. Executed accurate data fills for ISDN, Feature Group D, and internal IMTs, enhancing network efficiency.
6. Utilized advanced routing knowledge to support global network operations and virtual network dial plans.
7. Delivered comprehensive technical support for provisioning, network planning, and operational center functions.

Experience

5-7 Years

Level

Senior

Education

B.S. IT

Description :

1. Diagnosed and resolved software and hardware issues for Storage Systems, enhancing operational effectiveness.
2. Managed customer inquiries via phone, email, and WebEx sessions, ensuring timely and effective support.
3. Configured and maintained email filtering and web filtering systems to optimize security.
4. Implemented LDAP, SNMP, and other protocols to enhance system integration and performance.
5. Collaborated with engineering teams to address and resolve complex technical challenges.
6. Documented troubleshooting procedures, improving knowledge sharing within the support team.
7. Participated in ongoing training to stay updated on emerging technologies and support tools.

Experience

5-7 Years

Level

Management

Education

BSc IT

Description :

1. Provided expert technical support via phone, chat, and email to a user base of over 20,000 worldwide customers.
2. Acted as the main point of contact for technical inquiries, ensuring clear and effective communication.
3. Diagnosed complex customer issues by analyzing logs and diagnostics, leading to accurate resolutions.
4. Replicated customer environments in a virtual lab to troubleshoot and resolve issues effectively.
5. Channeled customer feedback to the Product Management team to enhance product offerings.
6. Documented solutions in a knowledge base for internal and customer use, improving support efficiency.
7. Collaborated with development teams using JIRA to track bug reports and feature requests.

Experience

5-7 Years

Level

Executive

Education

B.S. IT

Description :

1. Provided technical support for iOS and macOS, utilizing remote tools to assist end-users effectively.
2. Diagnosed and resolved hardware and software issues, including internet connectivity and email client problems.
3. Tested new software compatibility with existing systems to ensure seamless integration.
4. Validated application performance by conducting thorough testing and feedback collection.
5. Modified iOS and macOS applications to meet established standards and user requirements.
6. Managed a high volume of incoming support calls, addressing customer inquiries and concerns promptly.
7. Executed daily data backup and recovery processes, ensuring data integrity across devices.

Experience

2-5 Years

Level

Junior

Education

B.S. IT

Description :

1. Provided technical support for hardware and software issues via phone, email, and chat.
2. Diagnosed and resolved customer technical issues efficiently and effectively.
3. Collaborated with engineering teams to troubleshoot complex technical problems.
4. Collaborate with other Technical Support Engineers to facilitate solutions for customers.
5. Utilize expertise to assist colleagues in resolving complex cases effectively.
6. Escalate cases to senior Technical Support Engineers when issues exceed specific expertise.
7. Leverage internal resources, including knowledge base and higher-level engineers, to provide effective solutions.

Experience

5-7 Years

Level

Junior

Education

B.S. IT

Description :

1. Provided expert phone support for clients, guiding them through the installation and setup of complex video editing systems.
2. Resolved hardware issues related to Windows NT4 and Apple OS 9.x, ensuring optimal system performance.
3. Delivered specialized support for software including Final Cut Pro and Adobe Premiere, improving client satisfaction.
4. Led product support initiatives for Impression DVD-Pro, enhancing user engagement.
5. Created and maintained technical documentation for internal and external use, fostering knowledge sharing.
6. Managed updates on the technical support website, ensuring availability of up-to-date resources for users.
7. Facilitated successful migrations of network security configurations, improving system integrity.

Experience

0-2 Years

Level

Entry Level

Education

BSc IT

Description :

1. Oversee daily operations of technical support in a multi-platform environment, ensuring optimal performance and user satisfaction.
2. Expertly diagnose and troubleshoot hardware, software, and network issues to minimize downtime.
3. Successfully migrated SAN storage solutions, improving data management and accessibility.
4. Manage backup schedules and disaster recovery plans to protect critical data.
5. Collaborate with the Oracle DBA team to maintain over 30 client databases, ensuring reliability and performance.
6. Facilitate the migration to a modern email system, enhancing communication for 50+ users.
7. Implement security measures for server and workstation environments, ensuring compliance and data integrity.

Experience

2-5 Years

Level

Executive

Education

B.S. IT

Description :

1. Collaborate with enterprise clients to minimize network outages and enhance automation across systems.
2. Serve as the primary technical liaison, providing expert support for advanced network management tools.
3. Proactively troubleshoot and resolve network issues as a key member of the weekend engineering response team.
4. Conduct comprehensive analyses of infrastructure events by examining traces, logs, and configuration files to facilitate accurate resolutions.
5. Develop and deliver technical training materials to educate peers and clients, improving knowledge sharing.
6. Support high-security environments for financial institutions, maintaining audit compliance and readiness.
7. Participate in quality reviews and beta testing phases for new network management tools to ensure functionality and performance.

Experience

5-7 Years

Level

Senior

Education

B.S. IT

Description :

1. Act as the primary technical expert for hardware and software issues, ensuring prompt and effective resolutions.
2. Oversee installation and ongoing maintenance for critical client systems, enhancing operational uptime.
3. Coordinate recovery efforts for malfunctioning equipment, collaborating with engineers to minimize downtime.
4. Drive the implementation of corrective actions based on root cause analyses, improving system reliability.
5. Gather and analyze data for engineering investigations, identifying solutions for complex technical challenges.
6. Conduct rigorous testing and troubleshooting in laboratory settings to validate solutions.
7. Establish and document procedures for installation and maintenance, ensuring clarity and compliance for users.

Experience

5-7 Years

Level

Senior

Education

B.S. IT

Description :

1. Diagnosed and resolved technical issues related to gateway performance, ensuring optimal functionality.
2. Followed established troubleshooting protocols to effectively handle and report gateway problems.
3. Executed the Daily Activity Plan, addressing equipment failures promptly.
4. Monitored the operational status of Gateway Equipment Servers and RF Equipment, ensuring consistent uptime.
5. Responded to major alarms using SYSMON software to maintain system integrity.
6. Communicated proactively with customers regarding planned downtimes and maintenance activities.
7. Provided real-time troubleshooting support to field technicians during installations and equipment issues.

Experience

0-2 Years

Level

Entry Level

Education

B.S. IT