Technical Support Cloud
Resume:
FELICE NADANE LIBAN
CLOUD SUPPORT
PROFILE
I am a professional IT analyst and consider myself as a "Tech geek". I've been working in the BPO industry for 10 years now and been in the tech industry for 8 years. I started as an email consultant for eBay, got a position as Technical Support for Barnes and Noble and Telco company, and eventually found a way to be in a more advanced position in the IT industry such as Cloud.
CONTACT
PHONE:
EMAIL:
***********@*****.***
ADDRESS
BLK 6 LOT 43 VILLAGE PARK SUBD.
LANGKAAN 1
DASMARIÑAS, CAVITE
EDUCATION
New Alabang Technical and Learning Institute (TESDA ACCREDITED)
2016 – 2018
Information and Communications Technology
Pamantasan ng Cabuyao
2007 - 2009
BS Nursing
WORK EXPERIENCE
Hammerjack Pty Ltd.
Cloud Support
March 2018-May 2020
●Azure Active Directory Administration such as account creation, deletion, group assignment, MFA management
●OneDrive, SharePoint, Teams, Skype for Business and other Office365 apps management
●Create, configure or modify Office365 user accounts in the portal
●Office365 client applications troubleshooting such as Word, Excel, Outlook, etc.
●Provide 1st and 2nd level technical support for Internal and External End users thru phone, chat portal and email depending on customer’s service level requirements
●Effective ticket queue management providing investigation prioritization, and continuous and timely updates to customers thru Dynamics 365 CRM
●Handle incident management, support service requests, problem management and resolution according to company’s process in line with Microsoft’s
●Remote desktop thru TeamViewer, AnyDesk, LogMeIn Rescue
●Email DNS configuration
●Software and Hardware Installation
●Mailbox migration from Exchange Server
●PracticeProtect administration
Salmat Services Inc
Service Desk Analyst
May 2016–March 2018
●Provides excellent services through phone, chat and email to IT users for end user related hardware and software, desktop related, LAN network systems
●Modifying or resetting network access profile in Active Directory whenever required
●Software and Hardware installation
●RDP, Workday, OKTA, GoogleSuite management and assistance
●PureCloud / Avaya troubleshooting
●Citrix troubleshooting
●Genesys Configuration. Creating and Assigning telephone extension
●Email Configuration. SMTP, Forwarding and Incoming (Outlook or Gmail)
●Deals with problems such as servers, computers and printers, and software programs, such as Microsoft Office
●Passing calls to a team of the resolver support analysts if the problem is more complex
●Proxy Server configuration
●Run diagnostics thru command line
●Basic switch, router, and modem configuration
●Diagnose and rectify WAN and LAN issue, including ADSL based technologies
●Active Directory Administration
Telus International Philippines
Technical Support
June 2014-February 2016
●Provides Technical support to external clients thru phone
●Email Client configuration
●Remote Desktop access thru LogMeIn rescue or TeamViewer
●Software installations
●Internet settings, router and modem connectivity and configurations including IPTV
●Device replacement such as router, modem, cables and STB
●Computer scanning for malware issues
●Account Management such as Password reset
●Escalation to Network Support Department for advance troubleshooting
●Dispatch of Field technician
SKILLS
Strong Technical background support
Microsoft Office and Office 365 Administration
Have an idea with Azure active directory
Contact this candidate