Jaycon Baltazar

As Desktop Support Engineer for Alcatel-Lucent (ticket base) - August, 2008 - July, 2010
 Perform first-level IT support-related activities on issues regarding the use of IT hardware and software, networks, wireless communications devices, printers, scanners, and all IT related equipment
 Preparing laptop / desktop image, configuring user profile, outlook account, & network printer connection.
 Attending to all IT problems reported on the IT Global help desk in a timely and professional manner and agree on call-out time scales
 Software & hardware troubleshooting, copying important files before formatting& reloading files in the same directory after.
 Acting as a helpdesk support - assisting user’s problem or inquiry through telephone, Remote Desktop Connection or Windows NetMeeting
 Contacting vendors & do follow-ups for contract & warranty service request of company IT equipments

As Support Engineer - Personal System Group (PSG) - November, 2007 - December, 2010
Duties & Responsibilities:
 Onsite support engineer for Alcater-Lucent
 Troubleshooting of Desktop & Notebook PC, identifying & replacing defective parts, face-to-face customer support as well as phone support.
 Software installation, firmware updates, setup & configuration of wireless connection.
 Ensured the highest level of customer service and satisfaction

As Team Leader - Imaging Printing Group (IPG) - January 01, 2010 - present
Duties & Responsibilities:
 Assigning calls to the Technical team based on the priority of the calls.
 To make sure all the assigned cases are completed on time, Support system is kept updated, as well as customer, Vendor Quality Objectives are met among the group.
 Escalation of critical issues related to engineering operation to the concerned business partner.
 Promote an ideas where will help to enhance the work & business growth.
 Working also as support engineer for printers & PCs if needed - troubleshooting & repairing

 In charged in troubleshooting & repairing of all Hewlett Packard imaging & printing machines
 Maintenance Engineer for Ras Gas - maintaining over 100 printers by visiting the site offices once a week in Ras Laffan & on call in Doha offices, checking & fixing all reported problems of Hp machines
 Maintenance Engineer for KARAMAA (Qatar General Electricity & Water) - maintaining high-end printers such as LaserJet Monochrome, Color LaserJet, & Plotters in different offices, monthly inspection, cleaning & replacing parts if necessary.
 Work also in the workshop for Laptop & Desktop PC repair

 Assembling volume of Computers, Installing Operating System, Upgrading, Networking, File & Printer Sharing & Troubleshooting
 Served as on-call/onsite technician, responding to customer calls for technical troubleshooting of computer equipment.
 Performs other duties of a similar nature when requested or directed