IT Support Coordinator
one.com
Total des années d'expérience :18 years, 5 Mois
Currently have multiple roles:
2nd level IT Support: Resolution of escalated issues from first line support, these covers restoration of client websites, debugging of their scripts, reporting bugs to developers during internal testing. Uses JIRA and ASANA among other internal tools.
Abuse Specialist : Uses OTRS for communication, monitoring of websites for malwares, spamming, DDOS attacks. Identifies accounts for suspension for fraud, DMCA take down notices.
Support Coordinator: Shift supervisor in charge; responsible for employee life cycle from recruitment, training and assessment. Handles 1st/2nd line support time off requests and grievances; Writing up professional job adverts.
Internal IT: Responsible for Network Setup using SAMBA server;Installation and Configuration of SAMBA Server and APACHE Server;Configuration of remote printers and print servers. Responsible for procurement of hardwares and inventory.
- Shift supervisory in charge
- Monitoring Level 1 Supporters for Quality Assurance of service
- Assisting clients of One.com with their technical queries via Live chat, or Email in English language
- Assisting clients and fellow Supporters with various scripting matters.
- Monitoring server status.
- Escalating server side matters/bugs to Level 3 support and following up for solution.
- Assisting Level 1 support with complex issues via in-house chat, or E-mail (OTRS).
- Scanning and suspending web spaces containing malware infections, so as to ensure server side safety.
- Maintaining quality of support provided.
- Reporting bugs and errors to development team.
-Also involved in creation of innovative user guides for customers’ use, and software/product testing.
A senior-level Web Developer with international experience. Proving consistently successful, effective websites, business and project delivery skills. Current active sites http://mgfilms.me/ and filmworksgroup.com
IT Support Team - Provide customer service via web chat or e-mail on client specific systems while accurately capturing all customer-related information in the proper client relationship management database by performing the following duties.
* Experienced in using LivePerson Agent Console
* Attracts potential customers by answering product and service questions; suggesting information about other products and services.
* Opens customer accounts by recording account information. * Maintains customer records by updating account information.
* Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Created and implemented computer curriculum for adults (Basic to advance programming and applications)
• Conducted training classes of adults and teens ranging from 1-40 students on computer skills (the internet, MS Office, JAVA, .NET) and school-based curriculums.
• Conducted in-house seminars topics ranging from mobile programming to information management
• Produced professional presentations for seminars utilizing Macromedia Flash and Microsoft PowerPoint.
• Administered online registration and attendance for AMA e-Learning subjects
• Maintained and troubleshoot computer nodes in laboratory networks.
Dean's Lister Honors Thesis "Netwrork-Based IS for Acoustic Music with Bio technology"