Francisco M.

Professional with passion for technology, computers, customer support and project delivery. Love to travel arond the country in my 4WD vehicle with friends, visit new places and invest time with my family. All my experience is about computers, software and technology, more than 20 years of experience from the computer architecture to software applications mostly office tools and collaborations. • Quick End User Support • Incident Response • Reactive Support • Incident Escalations • Recurring issues identification • Process Improvements identification • KB Creation & Updates • Make customer’s Life Easier and Happier at work • Answer all incoming calls and creating a ticket by documenting the reported issue and all prominent details, if ticket has not been created yet. • Respond to tickets submitted quickly and acknowledge ownership of the case • Start troubleshooting & resolving the issue presented according to the specified SLA’s (Service Level Agreements) • Troubleshoot and provide IT support remotely to technical issues involving; o Microsoft’s core business applications o Office 365 admin portal o Operating systems o Basic networking connectivity o Peripheral devices o Remote & Virtual Environments o VoIP Services o Client’s 3rd party Line of Business applications o Internet Service Provider (ISP) o System and Security Alerts o New user onboarding o User termination o End user training • Recreate the issue user is having and document particular details • Request additional information to understand where the issue is coming from • Identify the big picture of what the user is trying to achieve • Communicate with end user through the ticket • Document / summarize all calls, chats, text communications in the ticket • Clearly document all steps and any system changes you perform • Read and follow standard troubleshooting and resolution procedures (KBs) • Identify issues and discrepancies in KB documents, bring it up to teams and managers attention • Create new KB’s for new processes and procedures and troubleshooting steps for existing issues that don’t have KB yet • Check and Update ALL assigned tickets at least one time daily, keeping them informed of incident progress, notifying them of impending changes, and setting appropriate expectations for resolution times • Provide friendly, professional support via phone, email, chat, and ticketing system • Collaborate with vendors to resolve issues as necessary • Train & provide support to client staff on best use of applications and workflow • Suggest improvements and new ideas • Learn new technologies and participate in training and certification programs • Provide excellent, timely customer service, • Manage expectations, perception, and strive for great satisfaction. • Escalate service requests that require next level engineer support. • Responsible for entering time and expenses daily into ticket system. Skiils • Excellent Verbal and Written English Communication Skills • Strong knowledge of Windows 7-10 • Strong knowledge of the MS Office 365 suite • Understanding of domains, user profiles and how they work • Strong knowledge of Office 365 admin portal • Knowledge of VoIP technology • Entry level troubleshooting of virtual environments (RDS, WVD, VDI) • Understanding Meraki Technology • Strong analytical skills • Self-motivated and high level of enthusiasm • Take a personal interest in, and responsibility for quality of work performed • Ability to pay close attention to detail while dealing with a robust flow of issues • Ability to articulate technical information clearly and simply to non-technical people Key Performance Indicators: • Customer Satisfaction Rating – 95% or higher • Quantity of tickets resolved – 40+ /week • Quality and completeness of ticket content – 95% or higher • Quantity of Technical Documentation created / updated – 1+/week