Melchor B.

My best values are to seamlessly deliver service and create perfect work relationships with clients. I maintain the knowledge & skills and implement them to the jobs if applicable to provide the best outcome. Job Characteristics o Servicing customers at the most satisfactory results o Delivering best services to clients to establish longer working relationships o Respectfully accommodating co-workers' questions and concerns o Maintaining good work relationships with colleagues o Completing tasks within SLAs with a low level of errors o Time management to complete more tasks o Working outside office hours to complete projects/assignments if needed o Focusing on objectives to achieve goals Technical Skills o Windows operating system installation, repair and upgrade. o Virus removal o Hardware and software troubleshooting o Users’ mailbox, shared mailboxes, and distribution lists management o Email security solutions via Mimecast o Active Directory administrator o User administrator for SAP o Okta administrator Worked with the following applications o Microsoft Office 365 Exchange Admin o Ivanti ticketing tool o Freshservice ticketing tool o Marval ticketing tool o EzCRM ticketing tool o Voice2Voice ticketing tool o Remote Desktop Connection o Active Directory via Remote Desktop Connection (disabling and creation of accounts) o SAP (disabling and creation of accounts) o VDI Creation and user assignment o RSA Creation and user assignment o VPN (Cisco AnyConnect ,SonicWall & EndPoint) o Okta (account administration, MFA, and provisioning applications) o Konakart (disabling and creation of accounts) o LastPass (account administration) o JIRA (ticketing, account administration & project creation) o Concreate 5 (URL redirection) o Mimecast (release email, release attachment, and block and allow email address) o Teams, Skype, Slack (Video and communication apps) o Teamviewer, LogMeIn, GoToAssist, Bomgar, SCCM (Remote Tools) o Microsoft Office 365 applications (Word, Excel, Outlook, and OneDrive) Work Experiences: Year: 2009 – 2011 | Company: VXI Philippines | Sales Representative | Account/Project: Vonage o Sold Voice Over Internet Protocol (VOIP) phone service to US customers that offers unlimited local and international calls. Year: 2009 – 2011 | Company: VXI Philippines | Customer Support Expert | Account/Project: Western Union o Processed send/receive wire transfers for US customers. o Processed changes name/location/amount on the wire transfer transaction. Year: 2011 - 2014 | Company: Sutherland Global Services Philippines | Technical Support Expert | Account/Project: Norton Antivirus o Virus removal via Norton Software Expert Tool o System registry virus removal o Malicious software removal o Computer system storage comprehensive clean up via Norton Tool Year: 2011 - 2014 | Company: Sutherland Global Services Philippines | Technical Support Expert | Microsoft o Windows Operating System installation/upgrade/repair o Provided expert system malfunctions solutions o Hardware and software support Year: 2014 - 2017 | Company: ATOS Philippines | Global Helpdesk Analyst | Account/Project: Schneider Electric o IT support for hardware and software issues o User account administrator o Managed critical incident reports; liaise with support groups to resolve issues to meet SLAs Year: May 2017 – Present | Company: Digital Services Cambridge Ltd. Inc., Philippines | Service Desk Analyst | Account/Project: Cambridge University Press & Assessment o IT support for hardware and software issues o User account administrator o Managed critical incident reports; liaise with support groups to resolve issues to meet SLAs Educational Background 2005 - 2007 | Our Lady of Fatima University Valenzuela City | Bachelor of Science in Computer Science 2001 - 2005 | Saint Mary’s Montessori Valenzuela City 1995 - 2001 | Saint Mary’s Montessori Valenzuela