Systems Support Engineer
Concentrix
Total years of experience :16 years, 10 Months
•Attend daily inbound and Outbound calls for Broadview customers
•Perform Troubleshooting on the following
o Mitel Phone provisioning (Desk Phone, Cordless phone w/ IP DECT Stand)
o Polycom Provisioning
o Configuring ATA (PAP2T) for Analog Phone, Door Buzzer, Paging System
o Other Network issues
•Daily documentation of case logs
•Escalates cases to higher level support for complex issues and maintain good customer service
Provide telephone-based and Email support to end users on network and software related issues
•Provision and Troubleshoot for Fiber Internet connection (MXK)
•Mail Hosting
o Exchange 2007 and 2010
o ISPCONFIG
o Checking mail queue for spam
•Troubleshooting for Fiber end users
o Internet issues (Zhone Router, Juniper 5gt Juniper, Cisco 800 series, Ubiquiti)
o Wireless issues (Low Signal, Access Point setup, Repeater setup)
o Mail issues (spam issues, email setup on mobile phones)
o Internet Speed Issues
•Provide technical support for ADSL end users
•Monitoring of MRTG Graph for static end users
•Escalates cases to higher level support for complex issues
•Maintain good customer service
•Answers incoming calls and emails promptly and in accordance with established call/email -
handling procedures.
•Provides concise, quality customer service in a professional and courteous manner for client
projects.
•Performs Troubleshooting for customer network problem (Firewall/router)
•Phone provisioning (Cisco, Polycom, ATA, other SIP compatible phones)
•QOS
•Port Triggering
•Softphone problems
•Assist customer in managing Cloud Phone system (Ringcentral)
•Forwarding numbers
•Adding of extension
•Voicemail setup
•Call management
SYNNEX-Concentrix (Former Link2support Inc.), Davao City, Philippines
Position: Senior Technical Support Expert (December 2011 - August 2012)
Devices: D-link L2/L3 Switches, SAN devices, Access points, Firewall, NVR, NAS, Router, Network Adapters,
Job Description: • Attend daily inbound calls for Business Class customers (North America and Canada)
• Perform Troubleshooting on the following
o SAN devices (Utility installation, Drive configuration (RAID 0, 1, 5, 10), ISCSI initiator)
o DFL-Firewall (website and content filter, DHCP server)
o Access points (WDS, Repeater, AP, and Bridge mode)
o Router (VPN, Captive Portal, DHCP)
o Manageable Switches (VLAN, STP, POE, LAG, DHCP Server, Wireless controller)
o Internet Video Camera (Recording, Motion Detection, email notification, Remote Access)
o Network/Hardware PC problems running on different OS (Win xp, Win7, Win Vista, MAC OS)
• Daily documentation of case logs
• Assist L1 TSR on cases with complex issues
• Research and testing for new and old devices (FAQ)
• Escalates cases to higher level support for complex issues
• Maintain good customer service
SYNNEX-Concentrix (Former Link2support Inc.), Davao City, Philippines
Position: Technical Support Representative (July 2011 - November 2011)
Knowledge & Skill Set: WAN Technology, Routing, Switching, Basic VPN, IP Camera, Windows OS, MAC OS
Devices: Dlink SOHO Router, Unmanaged Switches, NAS, Access points, Network Adapters, USB Adapters, Media Devices
Job Description: • Attend daily inbound calls for SOHO customers (North America and Canada)
• Perform Troubleshooting on the following
o Router (Initial Setup, Cascading, Firewall - Web Restrictions, Internet Access Policy, Port Forwarding and Port Triggering)
o Print server (wired and wireless)
o NAS (FTP Server, Remote Acess, Mapping, Drive Configuration for RAID 0, 1, and JBOD)
o PCI adapter ( LAN/WAN) installation
o Internet Video Camera Installation (Recording, Motion Detection, email notification, Remote Access)
o Network/Hardware PC problems running on different OS (Win xp, Win7, Win Vista, MAC OS)
• Daily documentation of case logs
• AHT target of 15 minutes
• Escalates Cases to higher level of support for Complex Issues
• Maintain good customer service
SYNNEX-Concentrix (Former Link2support Inc.)
Position: HR - Specialist (04/2007 - June 2011), Davao City, Philippines
Job Description: • Administration of CES and updates the PIMS for Davao Site.
• Handling the employee Salary Discrepancies and Closing of QA related IR's
• Process initial and Final Interview, Filing of 201 files
• Handles Pre-training and Employee Orientation
• Submits Reports to HR Manager
March 2007 - Graduate in Bachelor of Arts Major in Psychology