Jess Nark Paloma

Jess Nark Paloma 714 – C Gorordo Avenue Lahug, Cebu City, Philippines- kyungjin6000- TOP TECHNICAL COMPETENCIES • End User Support: Hardware & Software Troubleshooting, MS Office Application Support, Printer Support, Desktop Connectivity Support, Third-Party Application Support, VPN Setup & Troubleshooting. • IT Glue: Documentation Management & KB Article Update. • Office 365: User Mailbox Management, License Management. • Active Directory: User Administration, Groups/OU Management. EMPLOYMENT IT Accuracy October 2018 – January 2022 HELPDESK IT TECHNICIAN • Provide support via phone, email and remote access using ConnnectWise Automate. • Support the following technologies: Office365 Admin Center (Business), Veeam Backup and Replication, Windows Server, AWS Workspaces, Printers, MAC, Windows. • Answering incoming phone calls from a variety of customers in a dynamic self-service, assisted service environment, demonstrates independence and ownership by instilling confidence and inspiring optimism in our callers through clear, professional communication and timely issue resolution. • Providing exceptional customer support/technical support. • Proactively communicating with customers: if an issue is being held up, check in every couple of days so people feel taken care of. • Helping the team keep a super high level of customer happiness. Upwork May 2018 – September 2018 IT ADMIN SUPPORT (Office 365 Admin) • Provide support via phone, email and remote access software using LogMeIn (LMI). • Support the following technologies: Office 365 Admin Center – navigation and management, Domains and DNS – verification and setup, Office 2016 – setup and troubleshooting, Exchange online – mailbox creation, shared mailbox creation, alias addition, DG creation, DG management, SharePoint and OneDdrive – SharePoint online administration, OneDrive installation, Skype for Business and Outlook troubleshooting. • Good communication skills. • Patience and customer friendly attitude. • Research skills to explore all the resources at disposal, while keeping the customer engaged. • Aid our customers who are admins on Office 365 commercial tenants. RepairShopr April 2017 – April 2018 TECHNICAL SUPPORT REPRESENTATIVE • Provide support via phone, email and remote access using Kaseya. • Support the following technologies: Office 365 Admin, Internet, Wi – Fi and Ethernet. • Provide high quality customer service to customers by building relationships and trust through appropriate communication and responsive services. • Write and forward regular updates or reports to the team and to the management. • Update, tracks, and closes incidents under his/her accountability. • Collaborate with other teams to ensure appropriate support and problem resolution is achieved. Convergys February 2014 – March 2017 TECHNICAL SUPPORT REPRESENTATIVE • Provide support via phone, chat, email and remote access using LogMeIn (LMI). • Knowledge in desktop installation, configuration and troubleshooting concerning OS, anti – virus programs, Internet browsers, emails, etc. • Experience with Windows Operating Systems and MAC. • Support the following technologies: Microsoft Office – Outlook, Word, Excel, PowerPoint, OneNote, Office 365, Office for MAC, Internet Explorer, Windows, MACs, OneDrive PC and online for both Windows and MAC, Outlook.com/Microsoft accounts. • Technical troubleshooting skills. • Experience with Sales, Customer Service with Upselling. • Taking ownership of the issue, from taking the call/chat through to resolution. • Create user accounts in any application (web or desktop) as per request. • Prioritizing and managing many open cases at one time. • Install software operating system and relevant hardware drivers. • Assist teammates with their questions or concerns. • Escalate issues to the next level if needed. People Plus Tech under Accenture June 2011 – January 2014 DESKTOP SUPPORT SPECIALIST • Provide support via chat, email and remote access using LogMeIn (LMI). • Experienced with Windows Operating Systems and MAC. • Follow work instructions on installing software, drivers and tools. • Removing virus/adware/spyware from user’s device. • Knowledge in computers including operating systems, hardware and Internet navigation. • Provides answers to clients by identifying problems, researching answers and guiding clients through corrective steps. • Support the following technologies: Microsoft Office – Outlook, Internet Explorer, Windows, MACs, Outlook for MAC, Trend Micro, Webroot, Kaspersky. • Troubleshoot / setup email – Outlook for both Windows and MAC. • Escalate issues to the next level if needed. • Improves system performance by identifying problems, recommending changes. • Confirm request closure with the user. EDUCATIONAL QUALIFICATION • Bachelor of Science in Computer Engineering.