With 3 years of experience in IT industry. Accomplished, analytical and results oriented professional interested in working in an I.T related company. Goal directed. Skilled communicator, persuasive and adaptable. Maintain interpersonal communication, time management, and problem resolution skills. Motivated, hardworking, reliable and productive, proven ability to deliver high-quality work and excellent customer satisfaction.
Detail-oriented, systematic and proficient in computer applications and system development. Strong problem-solving and excellent communication skills.
Technical Support Engineer
December 2012 - December 2013
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
August 2010 - September 2012
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.