Position : L2 Remote Support Specialist Group 2) Hewlett-Packard (Phone + Email) Duration : 16 May 2011 – Jan 2014 Position : Technical Solution Representative Job Descriptions:- 1. First point of contact from user via phone and email. 2. Handle request/enquiry/incident reported by user. 3. Facilitate the restoration of normal operational service with minimal business impact on the Customer within agreed service levels and business priorities. 4. Raise high severity ticket for global issue reported by multiple users. Example network down at certain site. 5. Provided base level IT support to company personnel. 6. Displayed courtesy and strong interpersonal skills with all customer interactions. 7. Researched issues on various computer systems and databases to resolve complaints and answer inquiries. 8. Provided thorough support and problem resolution for customer.