Born in the cloud. The promised one has arrived to lead the on-prem masses on the last great migration. Passionate about cloud computing architecture.
Aug 2019 - Current
Technical Support Engineer
Feb 2018 - July 2019
• Enterprise management of mobile devices used by private security firms nationwide.
• Developed documentation for common processes for both support staff and end-users.
• Identified, documented and reported bugs for proprietary software applications developed by Teamcom.
• Managed JIRA service desk queue to track, manage and resolve client requests in accordance with SLA’s.
• Used existing hardware and integrated 3rd party software to provide clients with cost effective solutions.
June 2017 - Jan 2018
• Provided on site, remote desktop support and troubleshooting, virus and malware removal.
• Installed server-based applications, server operating systems and associated patches.
• Managed file systems, storage devices, network servers and workstations.
• Configure and administer Active Directory and various server based tasks.
• Rectified many issues by instituting best practices.
Apple Certified Senior Support Professional
May 2015 – Dec 2016
iStore - Apple Premium Reseller.
• Resolved customer complaints and concerns with strong verbal and negotiation skills.
• Maintained composure and patience in face of difficult customer situations.
• Served as a vital resource for technical staff, overseeing daily support operations and providing assistance on complex trouble tickets.
• Trained and developed technical staff to meet all training requirements and ensure that certifications are up to date.
• Spearheaded new procedures for Help Desk documentation, enabling the development of a comprehensive knowledge base of common issues and solutions to improve Help Desk efficiency.
• Managed scheduling and staffing of the Help Desk to ensure balanced coverage during peak and festive periods.
• Consistently recognized for excellence in customer experience surveys.
2019 - 2020
University of Maryland Global Campus
Computer Science - Software Engineering
2011 - 2012
Belgium Campus iTversity
Kolej Linton Legenda, Malaysia