SUMMARY OF QUALIFICATIONS:

• An energetic, self-motivated Professional skilled in various computer technologies.
• Have a strong knowledge and analytical skills in Customer Service supporting in a large
• Call center and Investment Banking environment.
• A quick learner, skilled in communication and have passion in dealing with customers.
• Experience in dealing with a large number of clients over the phone, email, chat and remote globally.
• Possess a solid experience in Technical Helpdesk. Troubleshooting PC software/hardware and network issue.
• Experienced in call logging using HP Service Center, HP Service Manager 05 and 07, Remedy Ticketing system, Vulcan and CRC for ticket tracking and to ensure timely resolution.
• Account Admin Account lock-out, password reminders, password resets
• Troubleshoot Desktop PC, Network Printers and peripherals
• PC Assembly, Configuring, Troubleshooting, and Servicing
• Knowledge in Microsoft Windows 9X/NT/2000/XP/VISTA/7
• Configure email clients MS Exchange, MS Outlook 2002/2003/2007/2010
• Familiar with Active Directory, SMTP, POP3, Windows 2003 Server
• Administering RSA Secure ID ACE , generating PIN for hard token and soft token for blackberry
• RIM Blackberry, iPhone and Android Business application installation and SAP BW HR/Finance password administration
• Printer Toner required, paper jam
• Resetting Mainframe passwords TPXSOL, DASHBOARD, TSO, ITS, ADP, TSS
• Familiar with Lotus Notes Client R5/R6.
• Outlook Queries Mail box access, PST creations, storage problem and Customization
• Rotating shifts experience, 24X7 environment.

TECHNICAL SKILLS: Service Desk / Helpdesk Support / Desktop Support Engineer PC Assembly, Installation and Troubleshooting Software Installation, MS Win XP / 2000/ Vista/ 7/Win 2003 Server PC/Network and Remote Access Troubleshooting TCP/IP, VDI Virtual Desktop Infrastructure RSA Secure ID ACE Administration Remote Access VPN Client configuration, setup/troubleshooting Desktop Remote Assistance tool Remote Assistance, PC Duo Installing and Troubleshooting ADSL Configuration Active Directory Account Administration Troubleshoot Wireless/LAN Connectivity MS Exchange / Outlook Express Email Access. Lotus Notes Client R5/R6 Installation/Setup/Configuration MS Office Applications, Internet applications

WORKING EXPERIENCE:

Confidential

Associate Consultant / Desktop Support Engineer

Confidential, non-trading and other LOB remote support for Core and Business applications, servers network Performs PC and Network troubleshooting via remote, voice, email and chat support. Handles desktop/web-based applications, mail client and remote access issues Configures VPN connectivity, handles RSA token administration and VDI infrastructure issues and as well as Business Continuity Services and Support for BAU Provides a solution to several access issues hardware, software, mail, domain, server, network, printer handheld devices Log issues via CRC Client Response Console , Vulcan and Peregrine Service Center Configuration of Outlook 2002/2003/2007/2010 and Lotus Notes 6.5/8.5 Installation of Core and Business Apps for all Line of Businesses in JP Morgan via the source drive or MyApps in house application server for easier installations Administer Account for Windows NT, Unix, Lotus Notes, Mainframe and other Business/Trading Applications Supports Blackberry, iPhone and Android phones for Business application request and installation. Engage in execution of Core desktop software and hardware deployments Support for other audio/video conferencing tools like Live Meeting, Adobe Connect and Meet Me Receiving and logging service requests via EURC, AACT, IBID request management and enquiries via phone, chat and email Hardware Encryption Support for Symantec Endpoint Encryption and EPHD Encryption Plus Hard Disk

Confidential

I.T. Executive / Helpdesk Analyst

• Establish and maintain full ownership of issues throughout the incident lifecycle to a satisfactory conclusion Prioritise work according to criticality/importance of issues and the end-user Be able to provide support resolution or call logging for different issues raised by the user Enquiry Call Updates to incidents raised, PC advice Account Admin Account lock-out, password reminders
• Administer accounts for users like configure profile and reset passwords thru Active Directory
• Mainframe, Barclays Wealth applications and SAP password resets Windows 2000/XP Desktop Frozen PC, Printer installation Outlook Queries Mail box access, storage problem Desktop PC Monitor problems, error messages Secure ID Card for secure remote access PIN reminder Printer Toner required, paper jam Proactive in resolving issues and recommending solutions Develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and business issues Troubleshoot problems methodically and record all troubleshooting steps in the knowledge management tool Handle service requests as per the documented procedures.
• For requests that cannot be resolved within the Service desk, gather accurate and relevant information to be used for fault resolution by 2nd 3rd line teams. Supplying all necessary diagnostic information Log all problems or incidents accurately and clearly, according to established processes and policies defined in the knowledge repository Analyse the nature of queries and customer problems and provide suitable solutions within agreed SLA timescales Develop and maintain communication skills appropriate to the environment Assist callers with 'How do I queries' for Microsoft and other applications Answer customer queries regarding status of requests / fault tickets and liaise with 2nd / 3rd line resolver teams to prioritise as necessary.
• Served as 2nd Line / Senior Helpdesk Analyst to provide support for users globally working remotely
• Experience of performing remote support using PCDuo or similar. - Automatic Call Distribution ACD application, specifically Avaya - Blackberry support

Confidential

L1 Technical Support Senior Assistant

• Provides hardware/software support to customers Desktop / Laptop .
• Basic hardware troubleshooting and diagnosis.
• Installation, maintenance and updates security applications.
• Advanced malware removal using 3rd party tools.
• Installation, configuration and troubleshooting Windows operating systems XP/VISTA , 3rd party programs and devices.
• Configuration of wireless network, broadband / dsl and dial-up connections.
• Installation and configuration of email accounts thru POP3/SMTP server for OE, Microsoft Outlook 2003 / 2007 and Windows Mail Vista .
• Troubleshoot and fix software issue with the use of Dell remote access tool that can connect to the customer's computer remotely.
• Offers software contract DOC to the customers to have their software issues fixed and add value to them by offering total solution sale by recommendations and what's really needed and best for the customer's computer.

Confidential

Technical Helpdesk Analyst

• Troubleshoot client's desktop, laptop problems and applications thru calls, email and with the use of remote access tool.
• Follow up open tickets, coordinate and seek assistance to other support group to help solve the issue.
• Create tickets for issues relating to password resets, hardware issues, printers and phone/fax problems to be assigned to proper support group.
• Setup VPN and remote desktop connection for clients that are working from home.
• Technical Support Representative Hewlett-Packard August'06 - August ' 07
• Supports migration of users from Lotus Notes to Microsoft Outlook 2003
• Handle client's queries about migration, creating new account, password resets and basic configuration of Microsoft Outlook 2003
• Solve client's Outlook issues by using a Remote Access tool.
• Follow up open tickets and search for possible solution.
• Create ticket for all Microsoft Outlook 2003 related issues.
• Technical Helpdesk Analyst Prudential Financial February' 06 August' 06
• Provides quality service to the clients thru answering their queries on software and hardware problems, mainframe and networking solutions.
• Create a ticket for all the calls received and log all the troubleshooting steps needed on the report worklog.
• Handles e-mail, voicemail inquiries and follow up clients unresolved tickets and assign it to their respective group support.

Confidential

Technical Support Representative

• Answered technical questions regarding DELL desktop computers
• Analyzed and troubleshoot customer 's DELL desktop computer issues
• Solved customer's computer issues by giving them step by step directions through phone
• Logged all interactions and troubleshooting steps with customers in DELL Database
• Follow up customer's unresolved issues

Confidential

Technician Project Contract

• Recommended appropriate Computer parts and peripherals
• Assembled 20 units computer
• Installed required Software, hardware and basic networking / cabling
• Configured DSL connection Digitel / PLDT
• Maintenance and troubleshooting On Call Basis

Confidential

Data Specialist

Data Encoding / Converts German library documents into online catalog