Technician, Production systems Resume

SUMMARY

Dynamic, driven, proactive and hardworking professional, committed to achieving set targets and delivery of exceptional benefit standards.
Seeking position where I can apply my experiences and skills to help an organization whiles enhancing my knowledge for professional growth.
Customer service delivery through face to face and multimedia interaction.
IT related client, technical support operation and training - Installation, configuration and troubleshooting Active Directory, DHCP, DNS, computer network. Windows 10 deployment and group policy administration.
Project coordination & management and team building
Vast knowledge on MS Office (Word, Excel, PowerPoint, Access, Outlook, MS project)

PROFESSIONAL EXPERIENCE

Technician, Production systems

Confidential

Responsibilities:

Monitoring, sustaining, and improving the process systems performance in assigned in automated semiconductor manufacturing environment
Responsible for all metrics tied to workstation system performance to identify deviations
Troubleshoot detrimental issues and/or deviated processes systems to ensure production line runs at optimal efficiency
Properly and systematically document and communicate all executed work
Develop the audit plan and performed the General Computer Controls testing of Information Security
Troubleshoot detrimental issues and/or deviated system processes to ensure production line runs at optimal efficiency.
Logged tickets, assisted, and escalated the problem to relevant teams.

Project Coordinator

Confidential

Responsibilities:

Performed need/requirement gathering/analysis and recommended appropriate and suitable solutions and configuration to ensure utmost customer satisfaction.
Engaged customers to ensure smooth onboarding process.
Planned and managed project to ensure successful project delivery.
Maintained / Monitored project plans, project schedules, work hours, budgets and expenditures.
Ensured proper documentation is maintained for all projects and sales.
Coordinated with other departments to ensure excellent service delivery.
Recruited and trained of project staff as well as retraining of existing team members.
Constantly monitored KPI to ensure set targets are achieved and take remedial action when off target.

Asst. Manager, Technical sales and Technical support

Confidential

Responsibilities:

Creating new users accounts, unlocking and deleting expired accounts and configuring system/application security as required by policies and procedures within user group and enterprise environment.
Ensured computers interconnect seamlessly with diverse systems including file servers, application servers, and administrative systems
Ensured new customer installation and deployment is done per agreed timeframe.
Recommended and implemented appropriate system deployment architecture-based need analysis.
Handled and resolved client complaints to ensure utmost customer satisfaction.
Assisted manager to ensure technical team members are trained and resourced to perform at utmost best

Technical Support Technician

Confidential

Responsibilities:

Provided quality technical assistance, support and education for incoming queries and issues related to computer systems, software, hardware and technical business processes.
Accurately entered all customer and system interactions into Service Desk ticketing program and ensure correct routing and communication of escalated events.
Continuously provided exceptional customer service via the company’s communication channels by delivering accurate information, direction and quality documentation of the customers’ needs or issue.
Adhered to policies and procedures addressing problem identification, documentation, routing, escalation and resolution.
Maintained a professional interaction with all contacts and ensure high communication.
Communicated undocumented issues and resolutions to aid the growth of the team’s knowledge base files.
Responded to phone calls, emails and other request for technical support.
Responsible for problem tracking and resolution of all trouble ticket and assigned tickets to the appropriate organization/team for resolution.
Logged tickets, assisted, and escalated the problem to relevant teams.
Interacted with numerous computer platforms in a multi-layered client server environment.