Chris C.

Chris C.

IT Support Engineer
Work experience
  • IT Support EngineerZephyr Partner Solutions
    2017 -2019

    Responds to customer’s help requests through phone calls, email and chat portal

    Remote administration and troubleshooting of Microsoft products and other solutions

    Utilized RMM and various technical support tools such as GoTo Assist, Dameware, and
    other tools to help monitor, diagnose, troubleshoot, and document customer issues

    Install, manage, and configure Windows Operating Systems using SCCM

    Follow up and attend to all service requests and investigate unresolved cases with
    customers

    Provide suggestions on improvements and inefficiencies around infrastructure setup

  • Global Operations Center (GNOC) SpecialistBayview Technologies, Inc
    2015 -2017

    Monitors application and server performance on a central location using ELK-Kibana,
    AppDynamics, Catchpoint, Radware, PingPlotter, and PRTG

    Identifies system, application, hardware, and network problems

    Investigates performance variations accessibilty, availability, and reiliablity of systems
    and web services

    Manage configuration changes and identify events that could lead to an incident or
    problem.

  • Technical Knowledge ManagerXerox IT Services, Ltd
    2011 - 2014

    Ensures that the IT organization is able to gather, analyze, store, and share knowledge
    and infromation

    Responsible for the Detailed Knowledge Transfer during transition period

    Interacts with client for process validation and updates

    Develop Engineer training materials for the Service Desk Analyst

    Facilitates training for Service Desk Analyst

    Knowledge admin for TAMs, SNOW, and Remedy. Sponsor, design, and continuous
    improvement of the process and its metrics

  • Product and Sales TrainerTeletech
    2007 - 2011

    Directly supervises new hire trainees and delivers corrective action plan if required

    Facilitates training for call center employees using effective training methods and
    techniques

    Monitors, evaluates and reports on progress of trainees to appropriate management

    Identifies gaps in training curriculum, obtains approval for resolution, and takes action
    to correct

    Sets up and maintain training facilities and materials

Education
  • Certification in Information TechnologyDe La Salle University - Lipa City
    2002 -2004
Skills
  • MS Application Software
    75%
  • Operating Systems & Servers
    75%
  • Anti Virus Programs
    50%
  • Phones
    75%
  • Protocols & Utilities
    75%
  • Programming tools
    50%