Ronel

Ronel Torres IT Service Desk/Technical Support - ·-Block 1 Lot 8 Villa Classica, Alasas, San Fernando, Pampanga WORK EXPERIENCE Sutherland Global Services 2016 – 2019 L1 Technical Support for Microsoft (2016 - 2018) Delivered first-level support for Microsoft products including Windows, Office, Outlook, and Teams. Assisted users with common issues such as login errors, software malfunctions, and installation support. Managed support tickets, responded to customer inquiries via calls and chats, and provided step-by-step troubleshooting guidance. L2 Technical Support for Microsoft (2018 - 2019) Resolved advanced technical issues beyond Level 1 scope, including troubleshooting Windows, Office, Outlook, Teams, and related Microsoft products. Diagnosed and fixed complex system errors, software bugs, network connectivity, and account problems. Conducted remote support sessions and guided users through detailed troubleshooting steps. Concentrix 2019 - 2020 AT&T Directv Technical Support Wipro 2021 - 2023 Subject Matter Expert for Anthem Service Desk Art StoreFronts 2023 - 2024 Website Technical Support Assisted customers with troubleshooting internet, phone, and DirecTV service issues, including connection problems and signal loss. Provided step-by-step technical guidance via phone and chat to resolve service interruptions and equipment setup. Performed device resets, verified account settings, and coordinated technician visits when necessary to ensure issue resolution. Provided expert support for complex technical issues and assisted my service desk agents with escalated cases. Delivered guidance and ensured adherence to established processes and best practices, and made sure my team is meeting the required KPI and SLA. Reviewed and validated support tickets for accuracy and completeness. Communicated updates on tools, procedures, and policies to the team. Provided technical assistance to clients, resolving website issues and guiding users on platform functionality. Supported configuration of settings, design customization, content uploads, and online store setup. Managed and responded to support tickets promptly, explaining features clearly to enhance user understanding. TECHNICAL SKILLS Operating Systems: Windows 10, Windows 11, Windows Server, IOS Microsoft Products: Microsoft Office Suite (Word, Excel, Outlook, Teams), Windows Active Directory, Exchange, Azure Support Tools: ServiceNow, Zendesk, JIRA, Freshdesk Remote Support: TeamViewer, Microsoft Remote Desktop, LogMeIn, SCCM Networking: TCP/IP, DNS, VPN, Router & Modem troubleshooting SaaS Platforms: Art Storefronts website management and support Troubleshooting: Software installation, system errors, account management, hardware diagnostics Customer Support: Ticket management, escalation handling, knowledge base documentation EDUCATION Bachelor of Science in Information Technology City College of San Fernando Pampanga REFERENCES Renz Jimenez John Patrick Palao--- -