• Account Management • Project Management • Main duties include responsibility for diagnosing and resolving hardware/software and end user problems. • Providing 3rd line and On-site technical support • Developing infrastructure systems to meet company needs • Working with TCP/IP, DHCP, DNS and Ethernet • Involved in rollout of software updates/patches • Investigating complex and specialist IT issues • Answering support queries via phone/email • Remote administration and management of customer’s on-site equipment. • Troubleshooting and problem solving nature of various faults, demonstrating teamworking skills by working with others to resolve these and reach logical solution steps. • Using the remote control software tools to provide resolution and diagnosis of faults at remote working locations. • Project Management

Experienced Contact Center Team Lead with a demonstrated history of working in the Customer Service industry. Skilled in Contact Centers, Client Services, Customer Service, and IT Technical Support. Leading team to achieve client KPIs & meeting SLA Manage team by training, coaching, bonding and guiding agents. Creation of time plan, updating report and analyse business patterns. Assisting Account Manager to communicate with client for any updates.

Relevant modules: IT Service Operation, Java, Javascript, Python, PHP, MySQL, IT Project Management, Effective Communication, Cognitive Processes and Problem Solving. o Participated in Microsoft Student Partnership Program. Empowered to build a Microsoft

Relevant Modules: CCNA 1 & 2, Computing Mathematics, Visual Basic, Photoshop, Sun Solaris. Represented SIMEI ITE to participate in CISCO Network Competition.