IT Service Desk Support Level 2
Telos Corporation
مجموع سنوات الخبرة :9 years, 8 أشهر
2016
Serves as primary point of contact for internal and external clients and various
departments/divisions to resolve outstanding issues, comply with customer request and respond to
client inquiries
Performs IT support-related activities on computer hardware, software and wireless network
devices for Telos internal and external customers including MS exchange outlook and OWA, Telos
vpn application such as Cisco anyconnect and web based.
Resolves clients concerns raised during installation, operation, maintenance or product application
and compatibility matters
Assisting technology related hardware and software support both internal and external via personal,
voip phones, email and chat
Create, update customer data, account reset and produce, log tickets and activity reports
Monitoring of internal end user’s system activity and software approval request using Bit9
Daily monitoring of incident including help desk management, provide support to desktop users OS
and software deployment through SCCM
Utilize excellent customer service skills and exceed expectations
Performs other duties as requested and within areas of expertise
2015
Quickly and accurately perform clean-up and optimization activities on customer’s PC to improve
speed or to remove malware or viruses
Handling multiple remote desktop sessions simultaneously
Scan and search PC to identify any software issues
Identify any spyware, malware or viruses impacting the speed and performance of the computer
Remove found malicious content - virus, spyware, malware
Tune-up the system outside the given task list - Printer installation, software fix, etc.
Ensure customer service satisfaction by showing customer-focused skills
My Cured
2014
Responsible for providing telephone/email/chat and remote diagnostic technical support of
desktops, portables, peripherals (e.g., printers, routers, etc.) and software custom or off the shelf
software - industry or proprietary.
Answers questions about installation, operation, configuration, customization, and usage of products.
Help build the company FAQ and Knowledgebase.
Properly close the call and set expectations once remote access is gained.
Respond to customer technical problems as quick as possible
* Advise/educate customers within procedural guidelines to ensure a complete solution to their
technical or service questions.
* Front liner in revenue generation activities with current customers such as finding upsell
opportunities through selling additional service extensions, software products, or asking the
customer to refer a friend.
2013
Answer phone calls and email professionally and respond to customer’s request, concern and
inquiries
Provide information about products and services, take orders or cancel accounts and obtain details of
complains
Describe and sell products, services and process customers order
Use an effective approach to handle special telephone tasks call transfers, taking messages, callbacks,
holds, interruptions and unintentional disconnects
Use the most appropriate way to communicate with different behavior types on the telephone and
building positive rapport
Identify, diagnose, advise and suggest customer computer problems for the best support options
Provide technical issue resolution via phone, email and remote access session for issues within
support boundaries
Troubleshoot issues like malware and virus removal, performance tune-up and optimization,
configuration of computer and internet security, error code issues for windows update, blue screen
and other certain programs on Microsoft Windows operating systems
Keep records and logs of customers’ interactions and transactions, recording details and inquiries,
complaints and comments, as well as actions taken
Effectively deals with job stress, angry or difficult callers and upset customers
Performing routine maintenance tasks, including installing basic software packages and setting common options; updating of certain programs and security
Maintain and monitor its internal network and website
Ensuring software back up, virus protection and security procedures
Greet customers and callers, handle their inquiries and help them according to their needs
Encoding Documents, Photo Editing, Business Card Making and Web Designing
Accurately managed cash transactions as well as inventory control; Order and dispense supplies
Prepare and manage monthly reports, profit and loss statements and other documents
Operate equipment such as fax machines, copiers, telephone, image scanner, modem, router, switch, CCTV systems, laminator and inkjet printer.
Rendered work in shifting schedules which involved irregular hours, weekends and holidays