Christopher Brian B Bacani

Hello!

I'm an IT Helpdesk/Technical Support with 12 years experience in the IT Field. I recently worked for a Managed Service Provider based in Australia. Throughout the years I acquire the skills below:

•Serve as the first contact with customers who need technical assistance through various channels (Emails, Chat, Phone)

•Provide assistance to end-user users pertaining to PC technical problems, printers, mobile devices, and applications.

•Support and Configure local area networks, wireless

•Provided support in Microsoft Office tools

•Knowledgeable in ticketing system - ServiceNow, Connectwise, and ZenDesk

•Knowledgeable in Office O365 and Exchange Online Administration and Active Directory

•Knowledgeable in Alerts Monitoring - Network Monitoring, Server/Infrastructure, Telephony Monitoring

•Knowledgeable in Network monitoring tools - Solarwinds, Meraki Dashboard, Aruba.

•Assist end-user setting up mobile Apps and Multi-Factor authentication for iOS and Android devices.

•Provision RSA Tokens for VPN/Remote access to end-user and provide assistance to VPN related issues.

•Knowledgeable in VPN Applications - Pulse Secure, Global Protect, and Windows VPN

•Knowledgeable in Remote Application - Teamviewer, Remote Desktop, and Bomgar

•Knowledgeable in Email Security Solutions Mailguard and Mimecast

•Troubleshoot, Diagnose, and Resolve technical hardware and software issues

•Coordinate incident, resolution, and service request completion to Resolver Team and Vendor.

•Maintain technical documentation and service catalog on installation, configuration, and problem troubleshooting

•Provide update/information to end-user regarding the status of their incidents or service request.

•Keeps the problem record updated in a timely manner and document known errors and resolution plans.

• Quick learner with the ability to translate complex ideas and processes into technical facts or persuasive non-technical presentations.

• Excellent organizational skills and ability to prioritize workload

• Attention to detail and precision, solid work ethics concerning meeting deadlines and reliability.

• Excellent communication and interpersonal skills

• With Diagnostic, Problem Solving & Time Management skills

• Technically proficient in PC architecture, Operations Systems, The Internet & Desktop applications

• With the ability to manage multiple tasks simultaneously

• Detail-oriented & able to work independently

• Able to work independently and efficiently to meet deadlines.

• Able to promptly answer support related email, phone calls, and other electronic communications.

• Self-motivated, detail-oriented, and organized.

• Proficient in Internet-related applications such as E-Mail clients and Web Browsers.

Thank you for visiting my profile. Hope I can talk to you soon