Ariel Moran

 Arlina “Ariel” C. Moran Block C 5-6 Pelangi Utama, JLN Masjid PJU Petaling Jaya, Malaysia (Present Address) Mobile Number: -/Email Address:- CAREER OBJECTIVE To work as an IT Support or System Admin in a reputed firm. HIGHLIGHTS OF QUALIFICATIONS Huge experience in a Help Desk or Service Desk environment Ability to analyze and resolve support requests from the end users Ability to identify all facets of an issue and generate a solutions Ability to troubleshoot from different perspectives Working knowledge of ticketing systems Ability to manage multiple tasks and good time management skills Excellent analytical and critical thinking skills CERTIFICATE AQUIRED: ITIL V3 Foundation Microsoft Windows Server 2012 – Installation and Configuration (410) Microsoft Windows Server 2012 – Administering (411) EMPLOYMENT EXPERIENCE SERVICE DESK ANALYST | DIMENSION DATA MALAYSIA June 22, 2015 – Present Handling Calls and Email from the users who are having an issue with their computer or access Providing Shared Drive Access via the File Server (AD) Creating/Deleting Accounts Profile via Active Directory Checking logs for Backup Failure in File Server Troubleshooting Network issue on user’s end Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of user satisfaction. SERVICE DESK ANALYST/SUBJECT MATTER EXPERT | COMPUTER SCIENCE CORPORATION June 20, 2011 – June 20, 2015 Coached, trained, motivated, and mentored a team of 10-15 agents Resolved escalated issues in an efficient and timely manner Addressed all email and voicemail inquires with priorities Provided support and training to agents for honing skills Reported daily progress on customer issues to the management Preparing daily workloads for staff & co-ordinating the daily allocation of work Once Rule Writers have created the first set of rules, the SME reviews the rules, and the rule flow to give feedbacks on the logic and pattern used. Provide comprehensive first-tier phone support for the efficient resolution of technology problems and requests. Provide complex and unique technical troubleshooting assistance to employees across global business units. Accurately assesses and records problems in the problem management tool. Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of user satisfaction. Consultant - ETS | SUTHERLAND GLOBAL SERVICES October 18, 2010 – April 18, 2011 Supporting AVG Security Program via phone calls, e-mails and chats Setting up Firewall and supporting Firewall, VPN issue for AVG Handles issues with regard to viruses Remotely accessing user’s computer to fix issues SENIOR AGENT (L2)-ATL | STARTEK PHILS. INC. June 8, 2009 – October 30, 2010 Checking the tower in each area in the US that are currently down or has a problem if there are several customers reporting having issues with their mobile phones Handling ESCALATION Calls from Level 1 tech, Advanced troubleshooting of DSL, FIBER OPTICS (Cable, DSL and Phones), Networking Issues and Wireless Mobiles Issues, Blackberry support. Resolution Expert/Escalation Group Creating Trouble Ticket to be passed on to System Engineers Troubleshooting E-mail issues of the customers using their mobile phones Contact NOC-System Engineer to check and monitor a possible outage in a certain Area Doing the daily reports and submitting it to the Team Manager directly Monitoring ASA, Number of Calls and as well as Abandoned calls for the day and reported it to the Team Manager SME – SUBJECT MATTER EXPERT | DELL INTERNATIONAL, PHILS. June 11, 2007 – April 20, 2009 Handling Escalation Calls from Level 1 to provide Advanced Troubleshooting steps to the customers Handling Video, Sound and over all Computer Issues with Desktop and Laptop of Dell Troubleshooting Wireless/Networking issues and Blu-ray issues Supporting Raid configuration and issues Supporting MCE configuration and error Supporting SLI, Crossfire and the likes for Video configuration Used Remote sharing to speed up the troubleshooting steps if the customer has an issues with their e-mail, browser or registry and device issue Supported reinstallation of Windows from XP to Vista Creating reports for the whole team per day with regard to the team standing and the overall performance of the individual in our team Editing Registry and Advanced troubleshooting that requires Registry Level 2 Technical Support | Teletech Customer Management Inc. March 13, 2006 – March 13, 2007 Handling issues with regard to DSL connection of Verizon Customers Supporting Wireless Connection and Networking Doing Remote Session to troubleshoot email, browser or computer issues of the customer Making sure that level 1 are monitored and to provide support in real time ADDITIONAL SKILLS: Certified as Dell System Expert Fluency in speaking English and flair in writing Excellent customer service and team management skills Handle SAP Basis support (SAP ERP R/3, E2P, SAP BW) Handle entry level support for Oracle Busines Suite Handle Active Directory as Administrator Proficiency in handling computer and telecommunication systems Knack in handling escalation and conducting training for agents Ability to set goals and influence agents in achieving them Knowledge on TCP/Ipv4 Subnetting Ability to review and modify processes for the benefits of clients and management Excellent Customer Service experience in a high volume, IT Call Center. Ability to understand user needs and articulate a solution Excellent understanding of LAN/WAN connectivity, PC software, Windows operating systems (XP, Vista, W7) and applications, networks, and hardware (peripherals) with moderate-to-high level software, network and hardware troubleshooting skills gained through experience and/or training. Knows how to troubleshoot DSL, CABLE, MOBILE PHONES INCLUDING BLACKBERRY, COMPUTER from Basic to Advanced Knows how to debug Registry Basic knowledge in Active Directory Basic Knowledge in Microsoft Server 2003 Basic Knowledge in UBUNTO Basic Knowledge in Webhosting Knowledge in RAID Configuration Knowledge in VIDEO Configuration Knowledge in Networking setup and configuration Knowledge in Mobile phones configuration Possesses a High Degree of Professionalism and dedication to exceptional Quality Detailed Orientated Knowledge on Windows Server 2003 Knowledge in programming using COBOL, JAVA, C Language, Foxpro Knowledge in HTML/CSS script A bit of knowledge in Windows Server 2008 Active Directory EDUCATION PHILIPPINE CHRISTIAN UNIVERSITY March 23, 1994 – April 1998 B.S. Computer Science in Information and Technology ADAMSON UNIVERSITY April 1995 – Shift course B.S. Computer Engineering CHARACTER REFERENCES Upon request