Customer Service Technical Support

Profile

A well presented, well mannered and articulate helpdesk support professional with extensive experience of performing diagnostics and resolving a customer’s technical problems via telephone, e-mail and one to one. Having a proven track record of successfully finding the root causes of problems, resolving them or forwarding suggestions for improvements. A problem solver who enjoys a challenge and can work well under pressure and who possesses strong customer service skills, good communication skills and attention to detail. Looking for a company which will challenge my problem solving skills and allow me to continue to develop my knowledge and potential.

Objective

Having the willingness to learn more, grow more personally and professionally, I am looking for a position in a company that needs and values quality customer service and system maintenance.

Skills

A good working knowledge of all levels of helpdesk support.

Excellent telephone manner and customer service skills.

Able to diplomatically manage customer's expectation.

Experience of setting up and maintaining hardware and software systems.

Ability to work shifts and weekends - occasional overtime / overnight.

Having the ability to listen to, understand and defuse difficult situations.

Knowledge of all Microsoft office applications and operating systems.

Experience

IT Specialist (freelance) FM Computer Solutions (Govt. Contractor)

Cagayan de Oro City, Philippines 2014-2016

Analyzed Computers problems, ran preventive tests, performed troubleshooting, and trained staff as part of preventive measures.

We’re doing all Installation of hardware and software.

Solved minor workstation-related issues.

Installed operating system, software, antiviruses and patches.

Maintained documentation of processes.

IT Support Administrator WESA

Riyadh, KSA 2010-2014

Responsible for taking & logging incoming calls & providing efficient customer support for all 1st Line issues relating to Servers, Desktops, Laptops and peripherals. Supporting over 200 users & on average answering 20 IT calls a day.

Duties

Providing technical support over the phone to all IT users.

Handling incoming incidents via the phone / e-mail promptly and effectively.

Diagnosing and resolving a wide range of technical issues over the phone.

Take ownership of a call and seeing it through to closure.

Escalating calls and issues where necessary to senior managers & team leaders.

Investigating and implementing ways of reducing calls to the Help Desk.

Ensuring that all call details are captured and entered in the logging software.

Updating support documentation.

Answering & responding to all calls & requests within agreed time scales. Keeping customers updated as to progress.

Provide troubleshooting and configuration support for client desktop and networking environment.

Also work at the following companies. A project in cooperation with WESA

Raytheon Defense Middle East – Jeddah, KSA as assistant Telecom technician (internet, telephone, door alarm, CCTV, and satellite cable.)

Team leader for upgrading the system of Air Traffic Control (GACA-KSA) with COMSOFT Germany/ Balwara Technology Company (www.balwaratechnology.com) under WESA project.

IT Helpdesk Support WESA

Riyadh, KSA 2004-2008

Provide technical support to customers via telephone and email.

Analyze and troubleshoot software and hardware issues.

Identify and resolve issues pertaining to network configuration, web hosting and domain registration.

Respond to queries pertinent to package details, e-commerce solutions, email configurations and search engine submission packages.

Create help desk documentation with step by step instructions on problem resolving techniques.

Also work in Mobily-Ericsson Project in cooperation with WESA as a member of dispatching team in Network Operation Center for electro mechanical works.

IT Helpdesk Support DTI Department of Trade and Industry

Iligan City, Philippines 2000-2003

Providing technical hands-on capabilities with installation and configuration, help-desk customer service tech support, maintenance and troubleshooting.

ILIGAN MEDICAL CENTER COLLEGE – PHILIPPINES 1994-1998

Bachelor of Science in Computer Science (BSCS)

Qualifications, and Seminar

MS Office proficiency

Cisco Certified Network Associate Routing and Switching CCNA

Microsoft Desktop Certified Technician

Local Area Networking (LAN Cisco) ICI 8 October 2009 Cagayan de Oro City, Philippines

Administering MS WINDOWS NT 4.0 ICI 11 July 2002 Iligan City, Philippines

Introduction to UNIX (WESA) Riyadh KSA

AVAYA Communication Riyadh KSA

CCTV Installation Riyadh KSA

AutoCAD Operator Training Iligan City, Philippines

Power Pack Training Program (MS Office Windows Components) STI Iligan City, Philippines

Personal Computer Building St. Peter College. Iligan City, Philippines

Professional References

Amjad Abumustafa

WESA Chief Operating Officer (COO)

PO Box 42353 Riyadh 11541 KSA

Tel. +966-*****-**** Ext.1242

************@****.***.**

www.wesa.com.sa

Ashfaq Ahmad

WESA MMC/CSD Manager

Tel. +966-*****-**** Ext.1136

PO Box 42353 Riyadh 11541 KSA

*****@****.***.**

www.wesa.com.sa

Reynaldo Molina

WESA Warehouse/Store Controller

Tel. +966-*****-**** Ext.1159

PO Box 42353 Riyadh 11541 KSA

******@****.***.**

www.wesa.com.sa

Marlo Gonzales

Balwara Technology Company Tech Supervisor

Tel. +966-********* Ext. 230

PO Box 40052 Jeddah 21499 KSA

*************@*****************.***

www.balwaratechnology.com

Contact this candidate