IT Specialist
iQor Philippines
Total years of experience :25 years, 2 Months
• Perform hardware roll-outs, refreshes, and other hardware deployment related activities on thin client, desktop, laptops, monitors, etc.
• Resolve low to high priority incidents for desktop, laptop, printer, network remote connectivity, business application and other technical issue.
• Respond to incidents from Service Desk, other I.S. support teams and automated alerts, in compliance with incident management process.
• Troubleshoot and identify root cause of failed software deployment and install.
• Serve as a point of contact with external vendors and provide technical hardware, software and operational process direction for vendor inquiry and escalation.
• Install, upgrade, support and troubleshoot Windows XP, 7, 8.1 and Microsoft Office 2007, 2010, 2013 and any other in-house and licensed applications.
• Install, upgrade, support and troubleshoot for printer, computer hardware, scanner, mobile device and any other authorised peripheral equipment.
• Provide technical assistance via telephone, remote access, and in person with end-user experiencing issues in application and IT equipment.
• Troubleshoot network connectivity in a LAN/WLAN environment.
• Create image copy for new laptop and desktop PC model using Acronis.
• Reset user password; unlock account in Active Directory as requested by end-user.
• Perform monthly WSUS patch evaluation and installation to workstation.
• Receive and update incident/service ticket via Vivantio Ticketing; prioritize request in accordance with agreed criteria.
• Provide backup support and assistance to the Ticketing; receive calls from end-user, assign tickets to other group and follow up pending requests.
• Collect laptop/desktop and IT equipment of resigned staff and update the record.
• Provide assistance for the setup of video and audio devices for conference meeting.
• Liaise with vendor for faulty parts replacement for IT equipment with warranty.
• Provide support to 3 sites of iQor Philippines.
• Provide technical support to end users in terms of computer hardware/software related issues; installation, configuration, upgrades of Desktop/Laptop PC, deployment of image using DELL XACE system.
• Support network installation of switches, routers, network cabling termination, and troubleshoot network connection problems.
• Installation of new programs and IT equipment to ensure all are functioning; maintenance of existing computer systems, multimedia projectors and interactive whiteboards.
• Ensure functionality of school online program like banners, blackboard system and school online exam.
• Support registrar online ticketing queuing system and other software request.
• Maintenance and support in cafeteria POS system in terms of hardware/software upgrades; server hang up and network connection issues.
• Conduct IT assets inventory and recommendation for the faculty needs.
• Provide technical support to end-user in resolving hardware/software laptop and desktop PC problem and related peripheral such as printer, scanner and PDA.
• Ensure continuous network connection among equipment, PC, server and database.
• Conduct daily file server and database monitoring and monthly database maintenance by performing database compaction.
• Conduct quality control for software by evaluating updates prior to installation.
• Perform hardware evaluation for the new PC and laptop model.
• Perform installation of hardware, software application and network configuration of new IT equipment setup.
• Create, maintain and distribute equipment documentation and operation procedure to concerned group in order to accelerate user’s familiarity to the equipment.
• Conduct training to end-user on standard operation procedure of equipment and personal computer in order to ensure smooth process flow.
• Conduct routine hardware/software audit of workstation to ensure compliance with company’s policies and procedures.
• Provide 24/7 supports through phone call in terms of software and hardware related problem and concern.
• Compliance with SA 8000, ISO 9000(QMS), ISO 14001(EMS), OHSAS, and 5S.
• Computer PC assembly, repair, upgrade; installation of operating system running on different windows platform and Microsoft windows security patches.
• Improve technical performance to meets customer satisfaction.
• Conduct evaluation of hardware and software for possible compatibility issues.
• Maintain and control inventory and purchase order.
• Handle return merchandise agreement (RMA) in cooperation to other supplier and sub dealer.