Joenell L.

Joenell L.

IT Analyst
Work experience
  • Associate Technical Support Analyst IIOptimum Global Solutions
    Jul 2018 – present

     Password support and reset
     Incident and telecommuter support
     Provide on-going hardware & software service and support
     Product knowledge and troubleshooting to the following but not limited to: Cisco, MS
    Applications, Network Drives and other Remote IT support

  • Systems EngineerCognizant Technology Solutions
    Feb 2012-Feb 2018

     Provides floor support to L1 (SME)
     Experience in production call for major incidents
     Generates basic reports from ServiceNow data and ageing tickets
     Taking escalations nd endorsements for intensive troubleshooting and resolution
     MS Excel basic skills such as Pivot, familiarity of process and flows and graphs
     Trained for Windows Operating Systems
     Web ticket handling

  • Consumer Relations RepresentativeSpi Global CRM
    Aug 2007-Dec 2011

     Customer Service for Mitsubishi Digital Electronics America
     Customer Assistance for complaints and resolution
     Email agent for escalations team
     Dedicated split for extensive troubleshooting
     Troubleshooting and connection setup for HDTV, 3DTV, Home Theater, Blu-ray, Satellite
    Receiver, Cable Box, etc)

Education
  • Internal CertificationCognizant Technology Solutions
    2012
Skills
  • Microsoft Application & Software
    60%
  • Operating Systems & Servers
    60%
  • IP Protocols & Utilities
    30%
  • Microsoft Sharepoint
    40%