Vincent Jeck T. Belen
Permanent Address: Lot 27 Blk34 Magnolia Street, Modesta Village, San Mateo, Rizal
Mobile Number : -
Email Address :-
Objective
To apply all my knowledge and skills to help the company with its goals. To be the top employee by producing exceptional stats and promoting good camaraderie.
Network Background:
Installation, Configuration and Administration of Modem, Firewall, Router, Switch, VoIP Phone, IPTV Camera, Printer/Scanner/Copier, Network Drive, VPN, WLAN and LAN Adapter, Bandwidth Management and Network Security
Computer Background:
Purchase, Assemble, System and Application Software Installation, Remote and Local Management, Back-up and Restoration, Basic Programming, Microsoft Office App Operation and Administration including SharePoint App
Other Background:
Team Management, Training and Mentoring, Coaching, Public Speaking, Presentation, Phone Handling, Customer Service, Client Communication
Work Background
IT Support Engineer II (Home-based)
Virtual Co-Worker
Oct 2015 – Dec 2018
Manages user and service accounts in Active Directory
Manages accounts in Exchange Management Console
Manages Email Archiving and Restoration in EAS Server
Create and Grant Shared Study Folders and Mailbox
Software deployment and manual installation
Troubleshoot and answer queries reported via phone, chat and email and log all details in different ticketing systems
Perform knowledge transfer to all newly hired analyst
Incident Management
Perform regular update on documented processes on knowledgebase
IT Service Desk - (Home-based)
Remote Staff
September 2013 - September 2015
Provide IT support to all internal and contractor employees
Respond to phone calls and email messages from users requesting for assistance
Identify, interpret problems and analyze possible causes of computer hardware and software failure, telecommunication malfunctions, and take appropriate action to resolve issues ensuring data and system integrity.
Take ownership of all problems through diagnosis, investigation, and resolution.
Track and monitor status of trouble tickets and ensure user satisfaction in a highly client-focused environment
Respond to escalation requests and notify management as required
Assign or route trouble tickets to next level of support for proper resolution
IT Service Desk II
Atos (formerly Siemens)
March 2008 - September 2013
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.
Provides communication to clients concerning the status of Incidents, Service Requests and Changes.
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
develop quality assurance plans that aims to transform and improve the servicedesk
Technical Support Level 2
Convergys
November 2006 – March 2008
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
Trained in Sales Positioning (Services and Products)
To provide technical assistance for customers who are calling in for their printer/s.
To upgrade obsolete printers, to sell phone-support plan, or to up sell printer’s supplies.
My call was commended by the client during the first day of the launch.
I was endorsed to Callback Team after 3 months. As a callback agent, my primary role is to call customers who requested for a callback or call got disconnected with the previous representative. Most of these customers are already upset or irate right at the onset so a callback agent should be highly knowledgeable of the technical and process aspect and he/she should have very good soft skills too to pacify such customers.
I was a Sales Agent for the Month of October when I still had an opportunity to participate with the sales contest. Callback Team is not included in the team who can participate on any sales contest because sales in not in our metrics.
I’m a consistent CSAT driver.
AT&T Tech Support Representative
Teletech
April 2005 – November 2006
Provides technical voice support on AT&T Internet Services.
Configures basic operations of Modems and Gateways, Actiontec Gateways, Linksys Routers (wired/wireless) and wired/wireless NICs.
Provides assistance in Microsoft Outlook, Outlook Express, Internet Explorer, Netscape and Verizon Email for browsing and email services.
Skills
Software and Hardware know-how for Windows and Mac OS
All-in-One Printer set up and troubleshooting
Routers, hubs, and switches troubleshooting
Advanced Windows Server 2003, 2008, 2012 user
Active Directory, Network Drives, Group Policy Management
DNS, TCP/IP, DHCP, and other networking troubleshooting
Advanced Email Troubleshooting
Mobile devices (Smart phones and tablets) know-how for Android or IOS
Basic knowledge of HTML, Word Press, SEO, Adobe Photoshop
Advanced MS Office Applications user and Office 365 administration
Backups like OBM, Dell Backup, Microsoft Backup and Restore, Time Machine, etc
VM wares, Parallel’s , RDP, VPN, FTP, SharePoint
Antivirus and Firewall
Home Office
Sound-proof room
Backup power (solar-power system)
Main internet (cable with 20mbps speed) and backup network up to 10mbps
Main Desktop (Windows 7) and backup laptop (Window 10)
Character Reference
Available upon request
I hereby attest that all the information presented in this document are true and correct to the best of my knowledge.
