Manny

Work Experience

Technical Support Engineer

• Work outside contacts to support onsite technical issues to satisfy clients and achieve company goals.
• Work within established guidelines and procedures.
• Travels with or without teammates to customer site and documenting work activity and maintaining administrative paper works.
• Analyze actual problem to recommend possible solutions.
• Perform Hardware and Software installation.
• Perform techniques to avoid ESD (Electro-Static Discharge) damage to the sensitive components.
• Perform remedial repair activities on customer site.
• Implementing appropriate procedure, either software or hardware to resolve the issue.
• Perform Mac OS x Server set up and configuration/ implementation of network (apple router and storage) to client companies.
• Submit request for parts required to be replace for the customer issue resolution/recommendation as per parts request procedure.

• Technologies: IOS, MacOS

Service Engineer

• Responsible for installing, maintaining and troubleshooting of software and hardware products.
• Answers the technical questions of all users, escalating it to higher- ups if required.
• Meticulously tracks the details of completed tasks.
• Perform diagnostics and hardware repair on both walk-in and corporate product assigned within the prescribed Turn-Around Time on both computer and mobile devices.
• To conduct thorough quality checking and/or testing on all repaired units prior to its release to clients.
• To properly accomplish necessary written technical reports and ensure that all mandatory job details on the system, GSX, Filemaker Pro, are accurate, complete and up-to-date.
• To know and apply the Apple warranty guidelines, and procedures, including ACPP.
• To keep orderly and clean workbench/area, comply with ESD requirements, and ensure that customers’ products are stored in safe, secured and accessible location.
• To keep abreast of the newest products, technical bulletins, repair procedures, and cascade/share such tofellow engineers.
• To seek assistance on complex technical issues and/or repairs through existing escalation channel, and subsequently apply the approved technical measure.
• To support the Customer Service Group in matters pertaining to customer complaints arising and in walk-in and phone-in technical inquiries from time to time.
• To comply with all existing service policies, procedures and house rules, particularly on maintaining confidentiality on all Apple information and data.
• To perform other tasks that may be assigned from time to time.

• Technologies: IOS