日本と海外をつなぐクラウドソーシング

Xerox

Systems Engineer / Incident Manager

2015/07～

Act as the main point of escalation for high severity tickets (sev 1 & 2) that are highly impacting the production and daily operations of all Xerox business sites and its call centres worldwide. Manage the incident by engaging the dedicated support team accountable to fix the problem in a timely manner.

Principal Duties:
• Accept and acknowledge severity 1&2 ticket from the Service Desk Team.
• Most of the time, open a bridge call conference and send the invite to all the parties.
• Get the right support depending on the issue (Systems/Servers, LAN/WAN, Database, Development, Application, etc.) and include them in the bridge invitation.
• Initiate the group chat and webex session whenever necessary.
• ¬Run SITMAN that details all the timestamps of events and send out to all parties concerned.
• Submit a request for RCA documents.

UnitedHealth Group

IT Support Analyst

2014/04～ 2015/03

Provide technical support to all the employees of UnitedHealth Group in USA, UK, Ireland, Australia, India, and the Philippines.

Principal Duties:
• Handle first and second level technical issues over the phone or in a remote desktop environment.
• Manage employees’ account information (unlock profile, reset password, enable/disable) through Active Directory, UNIX, Mainframe, and other web-based applications.
• Diagnose hardware, software, printing and network connectivity issues like LAN/WAN and VPN.
• Support Citrix Desktop Environment, RSA Token, corporate mobile devices, GOOD, RightFax, etc.
• Troubleshoot corporate applications (e.g. Outlook 2010, CUPC Chat, WebEx) using the scripted Knowledge Base and assign to appropriate group when needed for further resolution.

Stream Global Services

Remote Desktop Engineer - DELL

2011/11～ 2014/01

Provide technical support for Dell Client Products in the US. Respond to user service requests on technical and service problems and expediently resolve trouble tickets. Ensure proper escalation procedures are followed, and accurate transfer of misrouted calls to the right queue. Perform assigned functions according to standardized policies and procedures. Maintain the basic analytical ability to resolve routine technical issues.

Principal Duties:
• Handle first-level and second-level technical support on Dell supplied products and/or peripherals using documented procedures and available tools.
• Use troubleshooting techniques and tools to identify technical defects/issues.
• Remotely access user’s desktop if necessary, when configuring the settings and device drivers.

Sykes Asia Inc.

Product Support Specialist

2011/05～ 2011/10

Provide technical support for HP Products such as HP Touchpad and Palm Smartphones that run in webOS. Interact with customers from the United States and ensure customer satisfaction by following the established procedures. Perform installations, reinstallations, maintenance, and repairs on customer device.

Principal Duties:
• Handle first-level technical support on HP/Palm Supplied Products over the phone.
• Maintain high level of Customer satisfaction by clarifying Customer needs and ensuring that they are met.
• Provide software service and solve applications problems remotely, on standard and specialized systems.
• Solve technical problems on an assigned hardware and software platforms.
• Use proactive monitoring procedures/tools to identify problem prevention opportunities.