日本と海外をつなぐクラウドソーシング

ABD Corporation

On site Printer Repair Technician

2006/09～ 2010/10

Duties include visiting premises of companies and organizations that have a warranty or ongoing service agreement with the equipment manufacturer or support company.
Replacement of both monochrome and colored printer Drums

STARTEK INTERNATIONAL LIMITED

Technical Support Representative

2011/02～ 2011/09

Duties include:
Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;
Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more;
Research required information using available resources;

TRANSCOM PHILIPPINES

Technical Support Representative Level 2

2011/11～ 2012/05

Responsibilities
*Monitor and respond to client inquiries and support requests via phone, email, web forum, etc.
*Provide professional client service to our client and partner base
*Take escalated calls as needed
*Maintain detailed documentation on client interactions
*Work with new users or internal employees as needed
*Provide training for clients and staff (as needed)
*Ensure productivity standards and metrics are maintained
*Staggered shift schedules

CGI Group Philippines

Service Desk IT Analyst

2012/05～ 2016/01

Responsibilities
∙ Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
∙ Receiving, logging and managing calls from internal staff via telephone and email ∙ Maintaining an Asset Database and track changes
∙ 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Laptops, PCs and Printers
∙ Troubleshoot basic network issues such as ADSL broadband issues
∙ Escalate unresolved calls to the infrastructure support team
∙ Log all calls in the Service Desk Call Logging system (SCSM)
∙ Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
∙ To maintain a high degree of customer service for all support queries and adhere to all service management principles
∙ Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, and PowerPoint)
Active Directory = Creating user accounts, reset passwords, create groups etc.
∙ To arrange for external technical support where problems cannot be resolved in house

Macquarie Banking Group

Service Desk IT Analyst

2016/01～ 2016/06

Responsibilities
∙ Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
∙ Receiving, logging and managing calls from internal staff via telephone and email ∙ Maintaining an Asset Database and track changes ∙ Escalate unresolved calls to the infrastructure support team
∙ Log all calls in the Service Desk Call Logging system (SCSM)
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
∙ To maintain a high degree of customer service for all support queries and adhere to all service management principles
∙ Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, and PowerPoint)
∙ Active Directory = Creating user accounts, reset passwords, create groups etc.
∙ To arrange for external technical support where problems cannot be resolved in house

Cross point Telecom

Helpdesk Engineer

2016/06～ 2016/11

Monitoring and maintenance of Network servers.
PBX configuration and Linux Support, creation of Voip extension numbers
System admin responsibilities