Kristoffer Tronz M. Coronado

 JOB EXPERIENCE Senior System Engineer Sydney Technology Solutions January 2019 – Present • IT support relating to technical issues involving core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware – MUST have strong Hyper-V (cluster shared volumes), Azure & Office 365 Skills. • Design, implementation, and support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc. • Engineer and implement system solutions for customers using technologies that meet their needs • Implement and support disaster recovery solutions • Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security – strong Cisco Router experience is essential. • Remote access solution implementation and support: VPN, Terminal Services, and Citrix • System documentation and consulting services to include system reviews and recommendations • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages IT Service Desk Biz IT/ Any Three February 2019 – Present Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries Receiving, logging and managing calls from internal staff via telephone and email Maintaining an Asset Database and track changes 1st and 2nd line support - troubleshooting of IT related problems from standard and line of business applications to hardware, such as mobile devices, laptops, PCs, and Printers Troubleshoot basic network issues such as broadband issues Escalate unresolved calls to the infrastructure support team Log all calls in the Service Desk Management System Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner To maintain a high degree of customer service for all support queries and adhere to all service management principles Provide basic training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint) Provide stats for the weekly Service Desk report on call trends Publishing support documentation to assist staff with requests for information & provide staff training if required Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc. To arrange for external technical support where problems cannot be resolved in-house IT Support Engineer II ICON Clinical Research February 2016 – August 2018 Manages user and service accounts in Active Directory Manages accounts in Exchange Management Console Manages Email Archiving and Restoration in EAS Server Setup FTP and sFTP as per Clients request Manages sFTP accounts in Globalscape Perform Scansafe tasks – Block domain or Unblock websites via Cisco Cloud Web Security Create and Grant Shared Study Folders and Mailbox and create AD Security Group Manages user accounts in SkyWeb Manages Firecrest access request via Salesforce ticketing system Software deployment and manual installation Troubleshoot and answer queries reported via phone, chat and email and log all details in Service Now ticketing system Perform knowledge transfer to all newly hired analyst Incident Management Perform regular update on documented processes on knowledgebase IT Service Desk Specialist CGI October 2014 –December 2015 Receive calls and emails for various clients and other support group, and create Incident tickets or Service Request tickets, logging all pertinent information. Provides initial assessment of categorization and prioritization for reported Incidents and Service Requests and provides initial support, targeting a higher level of first contact resolution. Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support group. Perform hierarchical escalation to Service Desk Management and Incident Management. Provides communication to clients concerning the status of Incidents, Service Requests and Changes. Compiles data through Incident entry that will be used for management information and reporting. Maintains ownership of Incidents, ensuring status update and resolution according to SLA. Provide input to Service Desk Management regarding Continuous Improvement opportunities. Attend and receive all required training. Ensure that system documentation is maintained and of a high quality and that it is stored in the appropriate knowledge management repository SMB Senior Technical Support Engineer Dell International Services August 2013-October 2014 Troubleshoot Hardware and Software Issues with Dell laptop and desktop computers. Provides help in Malware removal using manual sweep and online tools Capable in different software/application (MS Office, Security Software, etc.) problem isolation Advise/educate customers within procedural guidelines to ensure a complete solution to their technical or service questions Complete required product training modules on time to remain competent of current technology offerings) Ringcentral Technical Support Representative Acquire Asia Pacific June 2012 – April 2013 DELL Imaging Senior Technical Support Representative Teleperformance June 2011 – May 2012 Sandisk Technical Support Representative Teleperformance June 2008 – June 2011 Microsoft Technical Support Representative Teleperformance Sept 2007 – June 2008 EDUCATION AMA Computer Learning Center Computer System Network Technology TRAINING AND CERTIFICATION Certification of ITIL Foundation v3