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Lexmark Research and Development

Senior Technical Support Analyst 2

2012/08～ 2018/10

LEXMARK RESEARCH and DEVELOPMENT CORPORATION - CEBU
August 2012 – Oct. 4, 2018

⮚ Senior Technical Support Representative
(August 2012 – September 2015)
EMEA (Europe, Middle East Africa) and NORDICS (Norway, Denmark & Iceland)
Inkjet Support

• Troubleshoots any issues for Inkjet printers, drivers, hardware & software on the full range of Lexmark Inkjet devices used by customer onsite.
• Provide an end to end support to Europe, Middle East & Africa (EMEA) as well as Norway, Denmark & Iceland (NORDICS) customers

⮚ Senior Technical Support Analyst 2
(September 2015 – Oct 4, 2018)
AP - ANZ LaserJet Email / Inbound Support

• Log, validate and diagnose customer issues, on the full range of Lexmark LaserJet devices and applications used on the customer site.
• Manages incidents reported by special customers/users
• Troubleshoots any issues for printers, drivers, hardware software, server and solutions
• Provide an end to end support to Singapore, Malaysia, Philippines, Australia, New Zealand and India customers.

***Adhoc Tasks***
• Process Documentation Author /Technical Writer
• Assist the team to meet SLA target
• Provide training and mentoring new hires
• Email Support Management

TELETECH CEBU

Technical Support and Sale Support Representative

2008/05～ 2012/08

Technical Support and Sale Support Representative
May 2008 - August 2012

⮚ AT&T Internet Services Account.
• Assists customers in troubleshooting internet connectivity concerns as well providing floor support and taking supervisory calls.

⮚ Hewlett-Packard Sales & Support Account
• Assists customers in placing online orders of HP printers, correct /review orders as well trace and provide feedback on order status

⮚ Hewlett-Packard Technical Support Account
• Assists customers in troubleshooting printer concerns as well as having their old printers upgraded to newer HP printer models.

⮚ Charter Communications Account
• Assists customers in troubleshooting problems regarding their cable services and also offering customers with they can add on their current cable services.

YEMPO – YOUR EMPLOYEE OFFSHORE

Helpdesk / Dispatch Analyst

2018/11～ 2020/07

Helpdesk / Dispatch Analyst
⮚ Takes inbound calls and emails of supported client in their technical concern be it software or hardware computer issues.
⮚ Troubleshoot or diagnose their issue, communicate via phone or email and achieving issue resolution at the shortest possible time
⮚ Slack and Microsoft Themes Management - used in communicating with partners and clients
⮚ Properly documenting every task / diagnosis done in every case accurately and in a timely manner - Follows proper escalation protocols for cases that needs to be handled by Senior Admin Support
⮚ Majority of my day to day tasks are as follows:

A. For Desktop Issues:
- Local workstation login issue
- Local peripheral issues (Printer/Scanner/MFPs)
- Browser issues
- Sound/Audio issues
- Workstation performance
- Local & Domain password reset
- 3rdparty application install/updates
- Mapping existing shared drives
- Windows update
- Machine not booting up
- and more

B. For Email Issues (mostly Outlook and Office 365)
- Setup email in outlook/mobile with/without 2fa (Gmail, Yahoo,)
- Reset email password
- Email forwarding
- Spam email management
- White/Blacklistemail/domain
- Email Distribution group (modify, add)
- and more

C. File/Data MS Office Applications
- File not opening in a workstation or in a sharedrive
- Attachment not opening/downloading in emails or files in the shared drives
- Can’t download specific MS Office files
- Set default applications and programs by clients