Carl Michael Y.

I am an experienced work-from-home IT Service Desk technician providing solutions to the company's employees regarding system troubleshooting, Active Directory, IT systems, company provided platforms, etc. To Monitor and resolve all Service Now tickets within established service level agreements and utilize established tools and resources used in troubleshooting (e.g.: LogMeInRescue, Cayosoft, Zoom Video Conferencing software etc.) To Monitor email box for ticket and end-user status requests, updates, and escalations. Must work with a high level of urgency on escalated tickets and outages and end-to-end resolution during the ticket life cycle. An experienced IT Administrator that manages Google Workspace account of the company. The primary task is to oversee and maintain all aspects of a company’s computer infrastructure. This includes maintaining networks, servers, and security programs and systems. Monitoring the use of email, creating and changing passwords, making suggestions for improvements to computer systems, backup data, and performing data recovery. Coordinating with different departments in accomplishing several tasks. An experienced technical support representative for more than 7 years in reputable outsourcing, call center company. Providing complete resolution for inbound phone and live chat support to field technicians, company employees, and customers. I displayed an expert level of decision making in answering queries, relayed troubleshooting steps, and a correct set of instructions to fix customer's Telco services, system issues, and resolutions to system exceptions. I utilized client provided web tools in resolving complex issues, tier 2 remote access in the back-end system, computer hardware and software, SAP CRM's, Avaya phone systems, computer programming, and computer network system maintenance and security. I have been awarded several times for exceeding client's target metrics and KPIs, top 1 agent-level performance site-wise, top 10% company employee globally, best in resolution practices, key team member and POC support, perfect attendance awards, and commentary accomplishments from managers. I am a graduate with a bachelor's degree in Information Technology track major in Computer Networking and Security.