Technical support


Sharon shoba 's Resume from Selangor, Petaling Jaya, Malaysia
 
  Sharon Shoba
Service Desk Analyst (1 year 2 months)
Logicalis Australia
 
(+60) 010xxxx938 | janeshaxxxx@gmail.com | MYR 5,500 | Seremban, Negeri Sembilan
 
Experience
12 years of total experience
Jun 2014 - Present
(1 year 2 months ) Service Desk Analyst
Logicalis Australia | Selangor, Malaysia
  Industry Call Center / IT-Enabled Services / BPO
  Specialization IT/Computer - Hardware
  Role Technical Support
  Position Level Non-Executive
  Monthly Salary MYR 4,813
  Installing and configuring computer hardware, software, systems, networks, printers and scanners.
 
Create, Modify and Terminate account via Active Directory.
 
Monitor Kaseya Server alerts.
 
Perform Password Reset On Active Directory.
 
Remote Access troubleshooting knowledge.
 
Mapping Network Drives.
 
How To Import Security Certificates For Windows 7 & 8 Machine.
 
Perform Mailbox Access via Remote Desktop.
 
Setup Exchange email for android & iPhone.
 
Reconnect To Existing Session in Citrix.
 
Configure and Maintain Outlook, Enterprise Vault to Archive emails.
 
Unlock AD account using Remote Desktop via Active Directory Users And Computers.
 
Basic knowledge on Sharepoint.
 
Basic knowledge in Microsoft Word, Excel and Power Point.
 
Basic knowledge in Network connection Trouble shooting.
 
Knowledge in Microsoft Windows OS, Vista & Windows XP.
 
Knowledge in Installing, Upgrading, and Migrating to Windows 7.
 
Investigating, diagnosing and solving computer software and hardware faults.
 
Defined procedures and knowledge base articles.
 
Create tickets and troubleshoot/escalate issue as needed Liaise with Level 2/3 engineers to make sure escalated issues are resolved.
 
Create and update knowledge base articles based from procedural changes or updates from the clients.
 
Aug 2013 - May 2014
(9 months ) Service Desk Analyst (contract)
Hewlett-Packard (M) Sdn Bhd | Selangor, Malaysia
  Industry Call Center / IT-Enabled Services / BPO
  Specialization IT/Computer - Hardware
  Role Technical Support
  Position Level Non-Executive
  Monthly Salary MYR 3,800
  Providing the interface for customers for IT and business functional issues at first level.
 
Assisted customers with technical issues via email, live chat and telephone.
 
Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
 
Analyzes and resolves incidents and requests regarding use of application software or hardware.
 
Logs and tracks incidents and requests from identification through resolution.
 
Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
 
Documents resolutions and updates self-help and staff knowledge bases.
 
Provides after hours and on-call support as needed.
 
Incident ticket updates to achieve quality and meet timeliness Work across other service lines such as 3rd level and counterparts in other region via natural workgroup forum to grow knowledge sharing and issues pertaining to operational support and processes.
 
Adding, deleting and troubleshooting Exchange account, Active Directory accounts including user and application accounts, User Domain & password issues.
 
Provided support for installation, operation, configuration, customization of business critical
software's and applications such as MS Outlook, Word, Power point and Excel Configure, diagnose and troubleshoot MS Outlook and Push Email Services related issues.
Support and identify hardware issues.
 
Resolved customer complaints and concerns with strong verbal and negotiation skills.
 
Displayed courtesy and strong interpersonal skills with all customer interactions.
 
Processed an average of 50-80 a day inbound and outbound technical support calls.
 
Referred difficult issues to upper management while maintaining positive rapport with customer.
 
Informed customers about issue resolution progress.
 
Supported customers having data connectivity issues.
 
Assisted customers with technical issues via email, live chat and telephone.
 
Reported important problems to management.
 
Handled a large volume of phone calls, chat and emails.
 
Aug 2010 - Dec 2011
(1 year 4 months ) Customer Advocate (Yes 4G Contract Project ended w
IBM Malaysia | Selangor, Malaysia
  Industry Telecommunication
  Specialization Customer Service
  Role Call Centre Executive
  Position Level Non-Executive
  Monthly Salary MYR 2,700
  Povide level 1 and 2 technical support for all YES 4G Internet service subscribers in Malaysia 
 
Analyst networking issues and problem solving.
 
Also provide solutions for new inquires, billing and network setup.
 
To setup networking devices ( data and voice ) and network infrastructure (topology) according to customer's requirement.
 
To handle pending, open escalated and unresolved cases, also in assisting junior agents with
technical issues.
 
Provide effective and timely resolution of a range of customer inquiries.
 
Strive for one-call resolution of customer issues.
 
Soft-sold additional services.
 
Supported customers having data connectivity issues.
 
Support customers with online billing and account issues.
 
Apr 2008 - Jul 2010
(2 years 3 months ) Checker
HSBC Cyberjaya | Selangor, Malaysia
  Industry Banking / Financial Services
  Specialization Banking/Financial Services
  Role Analyst
  Position Level Senior Executive
  Monthly Salary MYR 1,800
  Mainly undertakes online account data and information processing assigned by HSBC Bank
Singapore.
 
Acquire and update knowledge on procedures related to relevant processes and process work as requested by line management/customer.
 
Liaise with counterpart in Singapore on issues as well as problems faced during the process of applications.
 
Leading and delegating work to ensure the standard level of agreement
(SLA) is met.
 
Monitoring queues as well as helping team to update attendance log book, volume arrivals /
completed, error analysis for the month and audit check.
 
Handling various queries (opening / closing/ term deposit/ maintenance/ PIB / HCC).
 
To continuously provide high quality processing service to achieve maximum customer
satisfaction within the specified To complete task consistently above RPH and Accuracy rate set by business partner.
 
Daily queue monitoring Data entry and Approval queue, to ensure PLA are met with daily FTE capacity.
 
To communicate and handle business partner enquiries which include new procedures updates and daily volume to ensure instructions are processed according to priority and all instructions to be completed by end of day.
 
Involved in external error investigation and rectification such as imbalance in workstations and Suspense accounts.
 
Perform quality check (QC) for items approved by approval officer.
 
Cross-trained and able to support Account Closing queue for back-up and support the team during peak volume day.
 
Provide training to new staff and involved in transfer of knowledge.
 
Maintain HSBC control standards, and be aware of the need to implement compliance policies and operational risks scenarios associated with the role.
 
Contribute to the creation of a supportive work environment driven by people centric values.
 
Trained new employees and explained protocols clearly and efficiently.
 
Reported important problems to management.
 
Researched, documented and escalated cases to higher levels of support according to internal procedures.
 
 
 
Education
2014 GreenCity International College
Professional Certificate in Hospitality/Tourism/Hotel Management | Malaysia
  Major Cruise Management
  Grade Pass/Non-gradable
 
Skills
Basic ITIL, CompTIA A+, Windows 7
 
Languages
Proficiency level: 0 - Poor, 10 - Excellent
Language Spoken Written 
English (Primary)   10   10
Bahasa Malaysia   10   7
Tamil   10   0
 
Additional Info
Expected Salary MYR 5,500
Preferred Work Location Selangor, Kuala Lumpur
Other Information
Technical support professional with extensive IT background. Enjoys troubleshooting to find solutions to technical issues. Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.
 
About Me
Gender Female
Age 29  
Address No.23 Jalan 1/1, Taman Rasah Jaya, 70300, Seremban, Negeri Sembilan, Malaysia
Nationality Malaysia
 
When you call or email, plz mention that you found this resume on NaukriWala.com
Posted on 13 August, 2015
Viewed: 550 times

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