Rae Sheena Baylon

• Provides first and second level support received through email, tickets from the incident console and request by members from other department that is covered within the Level 1 and 2 Service Desk functions.
• Provides remote assistance to clients who are having issues with their workstation or application.
• Effective monitoring and reporting of system faults using Entuity, BMC Remedy and other highly confidential tools or applications used in homeland security.
• Logging of faults calls on BMC Remedy and ownership of incidents through to completion.
• Testing and verification of software applications.
• Escalating of faults and problems to Level 3 support.
• Troubleshooting and checking of CCTV software and devices.
• Provides manuals and SOPs to be used by each local Service Desk Analyst Level 1.
• Provides course outline for a new Service Desk Level 1 employee.
• Creating reports to be used for QA purposes.
• Following up of incidents with the allocated resolution teams.
• Generating reports for services and all devices and equipment.
• Provides training and knowledge transfer to all local Service Desk Analyst Level 1.
• Facilitates closure to tickets/service request while meeting or exceeding defined service level expectations

• Adhering to company policies and protocols.
• Point of contact of employees via phone and email.
• Performs Level 1 & 2 support and troubleshooting of computer hardware and software.
• Install software and other applications needed in day to day work. (Hyperion, Microsoft Office, Microsoft Lync, SAP, Citrix and other application)
• Log service calls in Service Manager Console.
• Escalate high level cases to Level 3 support team and act as a liaison between employees and other support team.
• Ensure that incidents or tickets are resolved in a minimal time.

• Handles technical troubleshooting within an enterprise environment, including system crashes, slow-downs and data recoveries.
• Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of trouble tickets.
• Prepared technical training and process documentation for team, to aid with day-to-day support issues.
• Provide technical support for usability issues and critical site problems, as needed.
• Troubleshoot / Debug customer’s website (PHP, HTML)
• Takes chat and email support from customer based in Europe and some other countries.
• Provide detailed instruction to help customer solve issues with regard to our products.
• Provide support with different kind of email clients such as Outlook, Thunderbird, MacMail, Live Mail, Outlook Express, etc.
• Knowledge with LivePerson
• Contacts Level 2 support for unresolved issues that is related to server.
• Providing support for several CMS like Joomla, Wordpress and other known Web based CMS.

• Assigned as the Officer in Charge (Assistant to Team Leader).
• Do feedback and assists newly deployed TSS (Technical Support Specialist).
• Document all reported incidents.
• Handles escalations regarding customer complaints.
• Prioritizing and managing several open cases at one time.

• Talking staff/clients through a series of actions over the telephone.
• Troubleshooting system and network problems and diagnosing and solving hardware/software faults.
• Finding solutions to issues, be it through simple or fixing a major fault on the operating system.
• Providing support, including procedural and documentation.
• Following diagrams and written instructions to repair a fault.
• Responding within agreed time limits to call-outs.
• Working continuously on a task until completion.

• Assign to do training schedules.
• Helps in setting up computer during training.
• Analyze new system to be used by the company.