Position: System administrator
Category: Support
English level: fluent
Years of experience: 2.5

Diploma in Network and System Solutions Specialist (APR 2021 – APR 2022)
Masters of Science in Telecommunications Engineering (JAN 2014 - MAY 2015)
Bachelors of Science in Information Technology & Networking (SEP 2010 - JUL 2013)
Support employees in all offices with technical inquiries via phone, email, desk-side or remote access.
	Managing the ticket queue constantly throughout the day.
	Work within our ticketing system and maintain clear and concise documentation of all incidents.
	Diagnose and resolve technical hardware and software issues, primarily on end-user laptop and desktop equipment.
	Identify priorities and escalate problems to appropriate resources.
	Install, configure, support, and maintain desktops, laptops, printers, and network connectivity.
	Support the new user setup and termination process for employees, assist in the training of new hires.
	Develop reference and training materials and provide end-user training.
	Ensure privacy, security, and protection of all applications and systems.
	Work with the System Administrators as required.
	Have a keen interest in new technology, security protocols, and efficiencies in operations.
	Participate in the evaluation and implementation of ITIL best-practice operational processes.
	Managed Zendesk support queue with the use of service tools such as SRT, knowledge base, and audited helpdesk agents with tool such as, Pulse & Medallia platform. 
	Assist external users of the client’s technical products or services; identify, investigate, research and provide resolution to user questions and problems.
	Responsible for technical support and customer service inquiries via email and online chat about order details from post-sale to delivery.
	Troubleshoot customer issues that are technical in nature; including hardware, software, networking, or other designated client products,
	Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed.
	Escalated unresolved customer issues to upper level support for further investigation.
	Solve problems that are generally unstructured and require extensive use of conceptual thinking skills 
	Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
	Clarify customer requirements; probe for understanding.
	Prepare complete and accurate work including appropriately notating accounts as required.
	Participate in activities designed to improve customer satisfaction and business performance.