Software Customer Service
Resume:
LAURENCE GALLEZA CUEVAS VILLA #** FARIQ ABDULL AZZIZ STREET
DOHA, QATAR
***************@*****.***
OBJECTIVE
Currently seeking a challenging position in the field of Information Technology to utilize my expertise and experience in the areas of service and support.
Desire a position with a company in which I can demonstrate my proven abilities and career growth potential.
PROFILE
Working experience in data entry, processing and filing works.
Experience in the field of PC, laptops Hardware and Software installations, testing, maintenance. Repairs, peripherals, management of all systems, local and remote PC to Host communications.
Energetic, Self-starter who is self motivated and goal-oriented.
Articulate and creative, offering innovative and practical solutions in problem situations.
Eager to further my knowledge in the field of computer technical industry.
KNOWLEDGE, SKILLS AND ABILITIES
Proven ability to resolve problems efficiently and effectively, recognizing customers’/user’s competence levels, and able to approach each level appropriately. Knowledge of Microsoft Office application software and Windows desktop operating systems. Knowledge of basic networking fundamentals and PC hardware and peripherals. Excellent interpersonal, written and oral communication skills. Proven ability to balance, prioritize and organize multiple tasks.
EDUCATION
Associate in Computer Science March 1998 – March 2000
Systems Technology Institute, Manila, Philippines
GPA 2.0/3.0
Studies focused in application development, IT project management, multimedia design, technical planning, and business case analyses. Created working prototypes for numerous web site projects and desktop applications.
EXPERIENCE
HELP DESK ANALYST (OUTSOURCED) May 2008 – Present
DESKTOP & NETWORK SUPPORT ENGINEER
RASGAS COMPANY LIMITED
Doha – State of Qatar
P.O. Box 24200
Logs all help desk calls or email requests into Problem Reporting System and updates problem profiles.
Analyzes and resolves problems with a goal of 90% First Call Resolution.
Supports at a minimum Microsoft Office, Windows XP, Windows Vista, Windows 7 and 2000, Site Standard Desktop, Remote Access, file maker, Lotus Notes Client, Password Administration, Hardware Diagnostics, BI Query (SRS Data Warehouses), Data Network Fundamentals, and Web technology.
Completes requests for Password Resets, hosting and un-hosting of File maker files, printer, hardware diagnostics and special desktop releases.
Logs all help desk email requests into Problem Reporting System.
Investigates causes, tests solutions, and puts solutions in place to reduce calls to the help desk.
Fixes causes, not just solutions. Works to eliminate recurring problems and reasons to call.
Promotes effective use of technology.
Watches for trends that indicate potential problems and then eliminates the problems before they happen.
Must learn to think of the customer as the most important part of the job.
Involves dealing with and/or responding positively to complaints, problems, and sometimes negative and emotional behavior.
Promotes a professional help desk image and sells the value of the help desk.
Understanding help desk priorities and objectives and taking an active role in accomplishing these objectives.
Reviews ITS Morning Meeting results and upcoming changes with the goal of knowing what is going into production and what could cause problems. Tries to identify possible problem areas or communication needs
Passes feedback from customers on to the End User.
Keeps peers and End User/Alt End User informed of trends, significant problems, unexpected delays and anything new in the environment.
Keeps user’s informed of global problems, scheduled downtime or anything that affects the computing.
Keeps user’s informed of progress on problems that cannot be resolved on first call.
Keeps current on all the technology used in the environment supported.
Takes training that continues to develop interpersonal skills.
Perform at required level and adhere to all policies and procedures.
Record all reported issues accurately and timely.
Use resources properly and efficiently.
Document all issues thoroughly and properly, resolving them efficiently, effectively, and according to standards, policies, and procedures.
Assist the Help Desk Supervisor in identifying, analyzing, and reporting on trends, and in suggesting remedies for problem areas.
Complete all projects on time, in an efficient and effective manner, with thorough and proper documentation, while adhering to all standards, policies, and procedures.
Set up, maintain and troubleshoot Microsoft Windows and Apple Mac OS desktop and notebook computers
Set up, maintain and troubleshoot staff, employee Apple iPod tablets, Blackberry and other gadgets.
Install and configure software
Set up and configure printers, scanners, and other peripherals
Maintain and troubleshoot classroom audio visual equipment
Document issue resolution using the help desk ticketing system (Web Helpdesk)
Maintain inventory of all hardware and software resources and parts (Web Helpdesk)
Maintain excellent communication with all end users and other members of the technology department.
Work with outside vendors as needed
Execute other assigned tasks as delegated by the Director of Technology
Install all new hardware, systems, and software for networks.
Install, configure, and maintain network services, equipment and devices.
Supports administration of servers and server clusters.
Manages all system back-up and restore protocol.
Plans and supports network and computing infrastructure.
Perform troubleshooting analysis of servers, workstations and associated systems.
Documents network problems and resolution for future reference.
Monitors system performance and implements performance tuning.
Manage user accounts, permissions, email, and anti-virus, anti-spam.
Requires a thorough knowledge of networking essentials.
Oversee software and network security.
Strong analytical abilities and professional office experience needed.
DESKTOP SUPPORT ENGINEER April 2006 – Present
QATAR COMPUTER SERVICES
Doha – State of Qatar
P.O. Box 5711
Supporting Customer PCs, Laptops and help them to assist their problems. (Windows, Network, Printers etc.)
Managing warranty claims like IBM, Acer, Lenovo, and OKI printers. Receiving faulty hardware from the customer and enter to the system for warranty claiming
Repairing Laptops and desktop hardware, installing windows, scanning virus on their laptops. Assist the user’s calls using remote connection and visit them if there’s a hardware failure.
Answers and logs telephone calls, inquiry and meeting appointments.
Managing workshop dept. and give the other guys instruction and assist them.
Installing Windows XP, 7 and update the anti-virus on the workstations.
Maintaining user’s workstation, laptops, printers and other devices.
Download and updates Windows critical system files whenever available from Microsoft website.
Mainly focus in troubleshooting PC Hardware and Software related problem.
PC Hardware upgrades (BIOS, Drivers, Patches and Service Packs).
Traveled between companies to provide onsite support for hardware and software
Receiving phone calls from the customer to assist the minor/major problems on their personal laptops/workstations.
Take responsibilities of maintained user security accounts for window 2003/Vista/Win7 including Desktop configuration, network connectivity, network access issues and printer connectivity.
Load new or update software and systems on existing equipment.
Responsible for managing LAN/WAN installation and arrangement for Network PCs performing connectivity, system setup, daily backup, network virus inoculation, hardware and software trouble shooting Etc.
Done installation and configuration of windows NT/2000/XP/professional/Vista/Win7 and applications.
Responsible for troubleshooting, installation, configuration and repairing computer systems.
Responsible for performing hardware and software performance regularly.
Done other duties as assigned.
DATA ENTRY CLERK December 2004 – May 2005
ASTECH POWER PHILIPPINES
CAVITE EXPORT PROCESSING ZONE
Cavite, Philippines
Responsible for performing daily office tasks such as filing, recording, maintaining records, copying, posting, and other similar duties, using a computer terminal, typewriter, and other word processors.
Assist in data collection and compilation for revisions to the data processing system.
Verify data entered into computer by checking printouts for errors and correcting as required; perform statistical checks to ascertain accuracy of data entered.
Answers and logs telephone calls, inquiry and meeting appointments.
Responsible for editing, processing (data entry) and distribution of raw source documents
Consults with supervisor in providing needed information for keying process
Adheres to strict batch processing schedule to meet deadlines
Maintains program layout documentation of system programs
Keeps track of received data and source documents.
Prepares and sorts source documents, and identifies and interprets data to be entered.
Contacts preparers of source documents to resolve questions, inconsistencies, or missing data.
Data entry on the Student Information System of private student information. Enters alphabetic, numeric, or symbolic data from source documents into computer following format displayed on screen, and enters necessary codes.
Confirms accuracy of data such as course numbers, days, dates, times, locations, and instructors.
Compares data entered with source documents, or reenters data in verification format on screen to detect errors.
Reviews and makes necessary corrections to information entered.
Compiles, sorts, and verifies accuracy of data to be entered.
Processes various forms.
Assists in establishing and maintaining an effective and efficient records management system.
Generates reports and responds to inquiries regarding entered data as requested.
Contributes to a team effort and accomplishes related results as required.
Maintains confidential information
Performs general clerical duties such as typing, answering phones, etc.
Perform other job related duties as assigned.
DESKTOP & LAPTOP SUPPORT TECHNICIAN July 2002 – July 2004
QUANTUM STAR COMPUTER TRADING
Cavite City – Philippines
Mainly focus in troubleshooting PC Hardware and Software related problem.
Preparation and assembly of OEM PC ordered by customers.
PC Hardware upgrades (BIOS, Drivers, Patches and Service Packs).
Upgrades PC main components [e.g. Hard Disk, Memory, and Processor] too meet maximum speed and performance.
Setup and configured Desktop PC’s for network and domain connectivity.
Assists customers via phone for basic troubleshooting (virus removal, software updates)
Traveled between companies to provide onsite support for hardware and software
Maintenance
Provides training and basic troubleshooting to the customers for common and simple desktop problems
Records and updates information for PC’s, Printers, Servers and Peripherals to Inventory system database.
Download and updates Windows critical system files whenever available from Microsoft website.
Knowledge in network installation such as Hub, Switches, Patch panels and UTP CAT-5e/CAT-6 cable termination (with T568B Wiring Standard).
Preventive Maintenance of PC and printer equipments.
Maintenance of the computer hardware
They have to mainly work with desktop and laptop computers
Troubleshoot whatever problem that has arisen in the computer
They have to have knowledge of about software that help in computer repair
They should also have in depth knowledge about basic electrical wiring as they have to work with wires and electricity
Should have the ability to work round the clock as problems could arise anytime during the
If problems arise in the network at night time, they have to be available to fix the problem
Setting up the hardware network in offices
Staying updated on the latest computer periphery
Coordinating with other technicians and engineers about the computer
Servicing the computer from time to time to make sure they are working order
ACTIVITIES & AWARDS
BUSINESS AND STRATEGIC PLANNING DEPARTMENT
RasGas Company Limited – Doha, Qatar
Providing excellent and efficient support to the rest of Safety Health and Environment Group
October 2009
RGEE & QUALITY SYSTEM DEPARTMENT
RasGas Company Limited – Doha, Qatar
Providing Excellent support for RGEE & Quality System Department for internal assessment.
December 2009
RGEE & QUALITY SYSTEM DEPARTMENT
RasGas Company Limited – Doha, Qatar
In recognition of continuous and efficient support providing to RGEE & Quality System Department.
April 2011
CERTIFICATIONS
MICROSOFT CERTIFICATE OF ACHIEVEMENT
Windows 7 Enterprise Desktop Support Technician (MS 50331)
New Horizon Computer Learning Center
Doha, Qatar
January 2011
QUANTUM STAR TRADING COMPANY
Computer Technician
Cavite City - Philippines
July 2002 – July 2004
PERSONAL BACKROUND
DATE OF BIRTH September 25, 1980
CITIZENSHIP Filipino
CIVIL STATUS Married
PASSPORT NO.: XX4290589
DRIVING LICENSE (Qatar) License Validity up to January 2016
Skills
Adobe
Dame Ware Remote
Adobe Photoshop
Adobe Flash
PC Hardware Assembly
MS Office applications
Cisco
Primavera
Meridium
RTIS
Aspen Hysis
Internet
Windows XP, Vista, Win7, Macintosh
Outlook 2003-2010
MacAfee
Symantec Client Security
Blackberry
WSUS
VPN
CITRIX
Able to handle 20+ calls per day.
Strong experience of XP/Vista/Win7 and MS office support.
Excellent communication and writing skills.
Excellent customer service skills.
Strong capability in supporting Laptop or PC Hardware and Software.
Able to use remote control software application such as Dame Ware Remote.
Responsible for other duties as assigned.
Cisco switches
Lenovo Think Center
Check the capacity of the computer
Microsoft Active Directory
Desktop & Server Hardware
Active Directory Administration
Windows Server & Desktop OS, Applications & Peripherals
LAN & TCP/IP Services
Helpdesk Processes & Procedures
Data Centre & Computer Room Administration
Microsoft Exchange 2003
excellent IT skills
an in-depth
knowledge of the computer systems and software that your clients use
Excellent communication and customer care skills
strong problem-solving skills
the ability to explain technical solutions clearly
good organizational skills
the ability to keep accurate work records
A commitment to continually update your skills and knowledge.
REFERENCES
MR. ABDUL RAHMAN MOAZZAM
IT Supervisor – IT Department
RasGas Company Limited
P.O Box 24200
Doha - State of Qatar
Mob: 974- 55560657
MR. ELMER SAMONTE
Assistant Technical Manager
Qatar Computer Services
P.O Box 5711
Doha - State of Qatar
Mob: 974-********
Contact this candidate