Quin Louie Lico

Quin Louie Lico Placer, Surigao del Norte, 8405, Philippines-linkedin.com/in/quinlouielico Summary Experienced Technical Support, Customer Support, Virtual Assistant, IT Helpdesk. Experience Technical Support Specialist Virtual AI Ltd. Aug 2019 - Present (2 years 1 month +) - Client Facing Support - RPA Processes Technical Support - Generates client and internal reports - RPA Development - RPA Environment - Excel - Database - SharePoint - Teams - Lead Generation - Email Marketing - Software Version Review - Preventive maintenance and software management Customer Support Representative Rolling Square Ltd. Aug 2019 - Apr 2021 (1 year 9 months) - Email support Shopify Zendesk Logistics Customer care Google Drive IT Helpdesk Silangan Mindanao Mining Company Inc. Aug 2018 - Apr 2019 (9 months) - Hardware and Software Support for Windows Operating systems - Basic Network Administration - Preventive Maintenance - Manages network and local printers - Ticketing - Active Directory Quin Louie Lico - page 1 Technical Helpdesk Analyst ATOS Jul 2016 - Aug 2018 (2 years 2 months) - Single point of contact (SPOC) from end-users IT concerns - Escalates unresolved tickets to Desktop Support and Infrastructure Operations - Call and Chat Support - ServiceNow - Remote Assistance - Active Directory for end-users (Create, modify and remove accounts, password reset) - Supports Cisco Virtual Private Network (VPN) for Work at Home Users - Supports and manages calls for network problems via 3-way call with dedicated ISP - Virtualization - Manages and maintains virtual machine and virtual client environment - Manage all calls through XenApp and Citrix Environment - Email Setup (Outlook 2010 / Office 2013 / 2016 and Office 365) Microsoft Specialist Convergys Nov 2014 - Jun 2016 (1 year 8 months) - Technical Support covers from Windows XP to Windows 10 - Phone and chat support - Basic knowledge with Hyper V implementation and virtual machines - Helps with Download, Install, and activation for Microsoft Products - Microsoft End point protection, Virus Removal (Windows Defender) - Remote support - Troubleshoot advance issues on Microsoft Office Programs - Office for Mac - Email Setup (Outlook, Gmail, Mac Mail App) POP3, IMAP, Exchange Active Sync - Basic Network Troubleshooting Education Liceo de Cagayan University Bachelor's degree, Information Technology 2009 - 2014 Licenses & Certifications ITIL v3 Additional Skills ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ Admin Assistance Web research Photoshop Photo Editing Microsoft PowerPoint Average typing speed Communication Skills Teamwork Quin Louie Lico - page 2