Erwin M. Cruz

 ERWIN M. CRUZ Work Experience Aswig Solutions Service Desk Specialist September 2014 – November 2020 Roles and Responsibilities Incident management (Identify and manage escalations effectively) Queue manager (Manage/distribute tickets to the team) The Service Desk Analyst will provide exceptional technical support and will be interacting with a diverse group located across the globe. Our Service Desk is not an ordinary help desk. The Service Desk is empowered to resolve all issues from minor L1 through challenging L3 issues. Handling day to day helpdesk support issues Hardware & Software Installations/Configuration (Desktop & Server Level) Account creation & deactivation Patch Management deployment - Software Package installations via Automox Providing support on Windows and Mac computers Document and publish documentation in our internal Wiki (Confluence) Administration on Office365 accounts Administration on Confluence and Jira accounts Incident management (Identify and manage escalations effectively) Proficient in using Active Directory Knowledge in using Office365 applications, admin portal Asset Management Involvement in assisting and supporting projects (Ensures project issues, risks and conflicts are addressed) Configuring of phones via PaBX (Primus) - provisioning of voicemail, creation of extensions, hunt and pick groups, call forwarding. Sophos and Falcon Crowdstrike Antivirus troubleshooting and management Timely and of high quality response to support requests Collaborate with colleagues to achieve superior customer service Participate in team on-call rotation Develop skills to become progressively proficient within areas of responsibility Usage of Appcenter Provide an accurate record of each call in an incident management tracking tool UnitedHealth Group/ Optum Global Assoc Technical Support Analyst II/ Service Desk Analyst November 2012 - June 2014 Roles and Responsibilities Tier Coach - responsible for the reinforcement of proper call handling. Provides policies and procedure updates, and best practices. Focuses on individual performance and productivity enhancement for motivation. Mentors and provides guidance to the team. Assist users/customers via call, chat and email Configures and troubleshoot mobile email application (GOOD). Proficient in using Active Directory Troubleshoot and configure IBM applications Troubleshoot issues with Telnet applications Troubleshoot corporate applications with the use of a Knowledge Base and assigned issues to the appropriate support group as needed Follow all escalation procedures according to service level agreement Use remote control tool to assist end user when needed Provides an accurate record of each call/chat in ITSM/HPSM Proficiency in Microsoft office products, Windows XP, Outlook, remote control tools, VPN, Networking and other software that is licensed to use by the company. Diagnosis of issue severity and proper troubleshooting of incident. Stefanini IT Service Desk Analyst (Application Support) September 2011 - November 2012 Roles and Responsibilities Assist users/customers via call, chat and email Shift lead and queue manager 2nd level of support of help desk team Configures applications Dell and HP (Desktops/Laptops) - Hardware and Software Troubleshooting Usage of ITSM (Remedy) Creation of accounts and provision of access in Active Directory, and in house applications Proficient in using Active Directory Providing access to a shared/network drive sand applications. Installation and uninstallation of applications. Troubleshooting corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed Follow all escalation procedures according to service level agreement if needed. Assisting end users via remote connection Provide an accurate record of each call in an incident management tracking tool Proficiency in Microsoft office products, Windows XP, Outlook, remote control tools, VPN, Networking etc. Provide an accurate record of each call in an incident management tracking tool Provision of superior service-oriented desktop support. West Contact Solutions Technical Support Representative (Tier II) December 2010 - May 2011 Roles and Responsibilities Troubleshooting bundled services for cable internet, cable TV, and telephone. Creating a ticket for dispatch if needed. Frontline support for any bundled services for cable internet, cable TV, and telephone issues. After call sales