Jossien F. Alibudbud
Education
Professional Experience
OCT 2014 - CURRENT
Sykes Asia Inc.
SYKES – END USER SUPPORT SPECIALIST
• Advance Hardware and Software Troubleshooting and Maintenance
- Develop and deploy technology support solutions for end-user service requests, incidents and other technology projects.
- Evaluate and implements systems and tools that can help automate or improve various end-user support tasks.
- Basic Duties and Responsibilities of an End User Staff - Setup, Configure and Deploy Workstation Computers, Phones, Mobile and Tablet Devices in compliance with enterprise standards; Deploy patches and upgrades to ensure that systems are protected from viruses, malwares and other exploits; Conducts Hardware and/or Software maintenance checklist activities.
• Engages with Regional and Global Technology Teams
- Conduct an assessment of service requests, incidents and problem management. Engages or escalates issues to Regional and Global Technology Teams to partner for resolution.
- Acts as a site resource in coordinating and/or leading technology projects and activities for clients and other internal or external technology teams.
- Coordinates with Administrators, Engineers and Vendors in troubleshooting and fixing technology issues and outages impacting the end users.
• IT Standards, Audit & Process Adherence
- Apply ITIL and IT Service Management Concepts on day to day activities.
- Conduct continual service improvement assessments to improve IT standards and process adherence.
- Assists in audit and compliance activities.
• Process Documentation Standards
- Provides support for technical writing and documentation of various IT Operations processes and procedures.
- Reviews and updates all process documentations regularly.
• Asset Management and Inventory
- Facilitates the tasks in the IT Asset Management Lifecycle which includes (but not limited to) Receiving, Storing, Transferring, Repairing, Borrowing and Disposing of IT equipment and peripherals.
- Participating in Asset Count, Spot Checks, Reconciliation and Audit Activities.
