日本と海外をつなぐクラウドソーシング

Alorica Philippines

Dlink Techsupport

2005/11～ 2007/10

Duties: Technical support specialist, Level Tier 2 Technician for D-Link. Troubleshoot LAN and WAN, and Wireless Devices. Monitors level 1 technician on the floor, taking escalated calls from level 1 technician, team couching and planning, able to handle advance troubleshooting problems in networking products.
Key Achievements: Recognized for outstanding quality of customer service with numerous customer-support awards and personal commendation from clients.

Global 9 INC

IT

2004/08～ 2005/11

Duties: Technical support specialist, customer service representative for inbound and outbound calls, troubleshooting internet problems, hardware and software problems internaly. Troubleshoot server problems, routing Ethernet cords, knowledge of all Microsoft office programs, Linux server, Windows NT, and Windows XP. Secure and maintain our connection from our server.
Key Achievements: Designed and implemented customer call-center support procedures and customer network design strategy for sales and marketing teams.

Affiliated Computer Services INC. (ACS/Xerox/ATOS)

Service Desk Analyst

2008/10～

ITO (Information Technology Outsourcing), Service Desk Analyst.
HCMS account as a Service Desk Analyst
Duties and Responsibilities:
- Logs all help desk calls or email requests into Problem Reporting System and updates problem profiles.
- Completes requests for Password Resets, Mailbox issues, printer, hardware diagnostics and special desktop releases.
- Responsible to maintain SLA (Service Level Agreement)
- Keeps customers informed of global problems, scheduled downtime or anything that affects the business.
- Takes training that will continues to develop interpersonal skills
- Must learn to think of the customer as the most important part of the job.
- Deals with complaints, problems, and sometimes negative and emotional behavior
- Investigates causes, puts solutions in place to reduce calls to the help desk.



Affiliated Computer Services INC. (ACS), October 26, 2008 – 2010
ITO (Information Technology Outsourcing), IT. Helpdesk Analyst. (7-11 stores)
Duties: Helpdesk Analyst for 7-11 stores in USA and Canada. Troubleshoot LAN and Wireless connections, POS registers, Ordering system, Servers, and other technical issues that the store experience.