Kelton Jade Sillar

Kelton Jade Sillar-/- Lapu-Lapu City, Cebu, Philippines 6015 I am Highly skilled Senior Tech Support & POS Consultant excels in optimizing operations, solving complex challenges, and delivering exceptional technical and customer experiences. Skills Communication skills, Analysis skills, Customer service, Computer networking (TCP/IP, DHCP), Help desk, Microsoft 365, SQL, JavaScript, Software Testing, Azure AD management, Microsoft Exchange, Intune, Teams, Sharepoint, Software Troubleshooting, SaaS app, Windows OS, Mac OS, Work Experience Microsoft 365 Admin Microsoft Partner – Freelance 03/2024-Present Guide and Coach: Help users understand and use Microsoft 365 tools effectively. Provide training sessions and create easy-to-follow guides. Setup: Install and configure Microsoft 365 applications. Set up user accounts and assign licenses. Management: Manage user accounts and permissions. Monitor system performance and ensure everything runs smoothly. Troubleshooting: Fix issues that users encounter with Microsoft 365 tools. Provide solutions to common problems and escalate complex issues if needed. Support: Offer technical support to users. Answer questions and provide assistance with Microsoft 365 features. Optimization: Improve the efficiency and performance of Microsoft 365 tools. Implement best practices to enhance user experience. Updates & Upgrades: Keep Microsoft 365 applications up to date. Senior Technical Support ClinkIT Solutions • Cebu City 08/2019 - 12/2023 Assume the role of a Senior Tech, delivering 3rd level technical support for clients dealing with both software and hardware-related issues. Consistently resolve complex problems, exceeding client expectations. Install and configure SaaS application software and hardware, ensuring that clients experience uninterrupted operations and optimal functionality. Successfully manage implementation tasks, overseeing the seamless deployment and upgrades of POS systems. Ensure projects are completed on time and within budget. Issue Tracking and Documentation: Utilize tools like Zendesk, Salesforce, and JIRA to meticulously update and maintain records of resolved issues. Programming Language: JavaScript for developing and customizing POS software functionalities. Database: SQL, facilitating efficient data management for POS systems. Possess a deep understanding of various Windows operating systems and exhibit strong TCP/IP, DHCP network troubleshooting skills. Utilize a diverse set of 45 applications, including SQL, Power BI, Filezilla, WinSCP, DiorStar app, Salesforce, Confluence, Jira, and Notepad++, to deliver comprehensive support and solutions. Conduct User Acceptance Testing (UAT) to validate and ensure the proper configuration of point-of-sale (POS) systems, guaranteeing optimal performance. Demonstrate unwavering commitment to client satisfaction and system reliability by offering 24/7 support, ensuring minimal downtime and prompt issue resolution. Technical Support Representative Concentrix • Cebu City 01/2018 - 08/2019 Proficiently provide technical support for both Windows and Mac devices, serving as a software technician for various platforms. Skilled in resolving hardware and software issues, ensuring seamless device functionality. Experienced in diagnosing and resolving issues related to Microsoft Office 365 Apps. Proficient in optimizing these applications for enhanced productivity. Highly adept at providing voice support, demonstrating excellent communication skills and patience while assisting users with technical issues. Proven track record of resolving complex problems over the phone, ensuring customer satisfaction. Expertly troubleshoot a wide range of devices, including computers, printers, televisions, and smartphones, diagnosing, and resolving issues promptly. Assist clients in setting up email accounts and establishing wireless internet connections, with a deep understanding of TCP/IP, DHCP, ensuring seamless connectivity. Offer support through multiple channels, including chat support and voice assistance, catering to diverse client needs and communication preferences. Possess a strong foundation in web hosting, encompassing various hosting platforms, server configurations, and hosting-related technologies. This includes managing domain settings, DNS configurations, SSL certificates, and email services. Technical Support Representative Sykes Asia Inc. • Cebu City 02/2015 - 01/2018 Proficiently provide technical support for a wide range of issues, including computer and internet connection problems, cable TV connection issues, and home phone problems, ensuring timely resolution. Assist clients in downloading and configuring antivirus software and email settings, optimizing their digital security and communication. Capably handle both customer service inquiries and technical issues, providing a holistic and customer-focused approach to problem-solving. Specialize in technical problem-solving, email setup, and antivirus installation, offering in-depth knowledge and solutions in these areas to enhance customer satisfaction. Data Entry Specialist Xerox Business Services Philippines, Inc. • Cebu City 01/2013 - 01/2015 Maintain a high degree of accuracy and speed in typing, ensuring efficient data entry and document creation. Possess a comprehensive understanding of computer operations, including software applications, operating systems, and troubleshooting. Demonstrate fundamental literacy and numeracy abilities, facilitating effective communication and data analysis. Excel at working under deadlines, effectively prioritizing tasks and managing time to meet project goals.