Hello, 

I'm a Helpdesk Support/Customer Support with 12 years experience in the IT Industry. I recently worked for a Managed Service Provider based in Australia. I believe my training, experience, and proven ability as an IT Helpdesk/Customer Support will allow me to significantly contribute to the productivity and quality of your company's IT division. 

Let me show you my dedication, work ethic, and knowledge in this field. Throughout the years, I acquire the skills below: 

•Serve as the first contact with customers who need technical assistance through various channels (Emails, Chat, Phone) 

•Proficient in providing technical assistance and customer support related to computer systems, hardware, and software. 

•Knowledgeable in VPN Applications - Pulse Secure, Global Protect, and Windows VPN •Knowledgeable in Remote Application - Teamviewer, Remote Desktop, and Bomgar 

•Knowledgeable in Email Security Solutions Mailguard and Mimecast 

•Proficient in Networking, Remote Desktop Support, Application Support. 

•Proficient in Microsoft Office Apps - Word, Excel, Onedrive, Sharepoint. 

•Knowledgeable in Ticketing system - ServiceNow, Connectwise, and ZenDesk •Provision RSA Tokens for VPN/Remote access to end-user and provide assistance to VPN-related issues. 

•Proficient in Internet-related applications such as E-Mail clients and Web Browsers. 

•Knowledgeable in Office O365 and Exchange Online Administration and Active Directory •Knowledgeable in Alerts Monitoring - Network Monitoring, Server/Infrastructure, Telephony Monitoring 

•Knowledgeable in Network monitoring tools - Solarwinds, Meraki Dashboard, Aruba. 

•Smartphone setup and administration - Multi-Factor Authentication for iOS and Android devices. 

•Troubleshoot, Diagnose, and Resolve technical hardware and software issues 

•Coordinate incident, resolution, and service request completion to Resolver Team and Vendor. 

•Maintain technical documentation and service catalog on installation, configuration, and problem troubleshooting 

•Provide updates/information to end-user regarding the status of their incidents or service request. 

•Keeps the problem record updated in a timely manner and documents known errors and resolution plans. •Quick learner with the ability to translate complex ideas and processes into technical facts or persuasive non-technical presentations. 

•Excellent organizational skills and ability to prioritize workload 

•Attention to detail and precision, solid work ethics concerning meeting deadlines, and reliability.

•Excellent communication and interpersonal skills 

•With Diagnostic, Problem Solving & Time Management skills 

•With the ability to manage multiple tasks simultaneously  

I have a quiet, professional work environment from home, and my internet is Fiber Optic - 50 Mbps. I am available for a full-time/part-time position and am ready to assist in solving any problems. I hope I can talk to you soon to discuss this in detail.