Current/Last drawn salary and allowances: + Commissions / night differential pay Continuous recursive & up-training

Size: px
Start display at page:

Download "Current/Last drawn salary and allowances: + Commissions / night differential pay Continuous recursive & up-training"

Transcription

1 Henry RESUME SUMMARY Latest Position Years(s) of Work Experience Latest Job Function Highest Education Attained Availability Current/Last drawn salary and allowances: Expected Salary Service Desk Coordinator 8 years Incident management / Escalations / Case Mentor Bachelor s Degree Immediately Available Basic Salary / 13 th month pay + Commissions / night differential pay Continuous recursive & up-training - negotiable EXECUTIVE SUMMARY I strive for continued excellence and career growth. I provide exceptional contributions to customer service for all customers. I'm well organized and have been able to do multitasking. I have demonstrated excellent people skills in addition to strong writing, analytical and technical skills. I believe my education, skills and experiences fit your requirements. Also, monitoring and supervision are part of my field of specialization and I am very confident with the skills I have would be an asset to your company. EDUCATION: Mindanao State University - IIT, BSIED (Major: Drafting Technology) Technical Education and Skills Development Authority (TESDA) AUTOCAD 2010 TRAININGS & CERTIFICATIONS DELL Certified Systems Expert - Badge ID#: Excellent troubleshooting skills (HARDWARE) for both laptop and desktop computers including other extra peripherals. ITIL V3 Certified The key strengths that I possess: 7 years plus work experience in the technical field supporting both hardware and software issues 3 years work experience in an ITO industry under Service Desk programs (Service Desk coordinator, Ticket Handler, Case mentor, Incident management) Worked as an IT/Technical Support Specialist in one of the fortune 500 company Practiced & executed workforce management programs and procedures (forecasting and scheduling), data analysis and reporting Very good leadership, self-driven, motivated, resourceful & a team player Excellent analytical, interpersonal, communication and written English skills Good understanding of information and communication technologies Technical proficiency on desktop computing and Internet technologies (WLAN, LAN, DSL, Broadband, DHCP, ad hoc troubleshooting / Windows Servers, Active Directory, MySQL, AVAYA & etc.) Technically competent with good working knowledge in the various systems administration platform such as MS Windows XP/VISTA/7/8/10, MAC PC's. Project management experience in medium to large size projects Flexible, able to multi-task, perform well in a fast-paced environment Meticulous, pro-active, resourceful and innovative with a positive work attitude Ability to handle technical challenges in learning new skills and a fast-learner

2 WORK EXPERIENCES: IT Service Desk Coordinator - isell Pty Ltd / isell Philippines February 2015 January 2016 The IT Service Desk Coordinator works within the isell Technical Service Desk to coordinate the successful and timely delivery of technical services to commercial clients in UK, New Zealand & Sydney, Australia area. The main responsibility of the Service Desk Coordinator is to process incoming service requests from clients and to coordinate timely service delivery with the Service Desk technical staff. The Service Desk Coordinator works closely with other Service Desk members including the Support Team, Training, Web Development Team, Data Team, Java Team, CLARION and the System/Network Administrator to support the technical needs of our clients. The Service Desk Coordinator position requires strong customer service skills and organizational skills. The Service Desk Coordinator is responsible for attaining maximum utilization of isell technical staff through daily dispatch of service requests. Service Desk Coordinator Primary Responsibilities: - Oversees the quality, systems, research, processes and details of how teams can attain their goals related to the team s project - Assigns tickets to the appropriate isell technical staff for resolution and ensure fast turnaround of user requests - Made sure each team project is done efficiently, progresses stay on schedule and meet the ITIL quality standards put forth by the company. - Improved productivity of isell technical staff with regards to ticket management to 90% - Improved customer service, perception, and overall satisfaction in providing regular updates to the client regarding resolution and progress status - Daily assessment of outstanding tickets and follow-up with isell technical staff and the customer - Process incoming service requests from clients (via and other means) - Took overall responsibility for incident management and request fulfilment on the Service Desk. - Scheduled, arranged and conducted the meetings. Determined and communicated in tracking and meeting action items Other Responsibilities: - Created daily, weekly and monthly data spreadsheet reports for the clients for further evaluation on staff AFI s - Assessed ticket resolution escalated from front line with a specific time frame and coordinated resolution schedule with client - Assist as needed in client s ITQuoter system software upgrades and installation - Provided assistance on escalated cases from Lvl1 helpdesk team Technical Helpdesk Analyst (Ticket Handler) XEROX MARRIOTT International: April 2013 February 2015 Technical Analyst / Ticket handler Places the majority in getting the calls logged within a team. With the high volume of calls, it would be almost impossible to focus on one call at a time. Primary Role: - Resolved issues immediately through collected details on issues from frontline staff (i.e Enterprise Hardware & Software configuration TS, Networking, extra peripherals & etc.) - Was able to set priority to the assigned staff / analyst according to the severity of the issue - Focused on Service Level Agreement with internal customers - Improved ticket management from 30% - 90% job closures and user satisfaction. - Created daily, weekly and monthly data spreadsheet reports for the clients for further evaluation on staff AFI s

3 Applies a broad working knowledge of information technology products and services to more complex assignments and assists less experienced staff in the application of technical concepts, practices and procedures. Incumbents are competent to work on fairly complex assignments and/or portions of larger, complex efforts and perform a full range of technical helpdesk support. Provide occasional, functional and technical guidance to less experienced staff. The incumbent oversees and coordinates with quick-response customer support team and interfaces with clients (over the phone) to troubleshoot, analyze and diagnose more complex issues and engage appropriate technical resources to resolve client issues. The incumbent works under limited supervision to provide prompt and professional Help Desk service through quick processing and prioritization of a variety of problems. CONVERGYS MICROSOFT: Sep 2009 October 2012 Microsoft Answer Tech (MICROSOFT ANSWER DESK TEAM): March 2012 October 2012 Personal MICROSOFT URL: - Responsible on communicating electronically with users experiencing difficulties to determine and document problems experienced through moving, reconfiguring and changing new and existing assets according to user s needs - Provided remote technical support for software and driver updates, firewall and PC Security Settings - Provided technical support for WLAN, LAN, DSL, Broadband, DHCP, ad-hoc troubleshooting - Provided remote technical support for platforms Win XP, Windows VISTA, Win7 - Kept track of PC equipment in asset database, asset database update and asset tagging - Ensured commitment to achievement of customer service levels where possible. - Provided hardware & software quotation requested by the users - Administered basic training and mentoring for newly hired onsite technicians - Proficient in MS Office applications - Microsoft Answer Desk team is a one-stop shop for technical needs. Available 24/7 to answer technical questions, diagnose and resolve issues and recommend support services. Microsoft Answer Techs offer a wide range of Premium Support Services which cover real-time software and PC assistance, including virus removal and one-on-one personal training. Answer Techs are specially trained to address all types of concerns, from setting up a new PC to troubleshooting and repairing major issues. Provides helpful advice for technical question and easy fixes. Diagnoses and identify solutions to a Microsoft Windows user with any issues on their PC s. MICROSOFT Escalations Team Technical Support Officer - Supported MICROSOFT customers in the United States and rotational onsite support for company users - Provided extensive research for new and latest WINDOWS 7 issues that haven t been met from previous OS Versions - Provided, contributed and collated issue fixes for the escalations team as productive result on latest OS issue research - Attended frontline inquiries on escalated cases and issues - The Escalation Engineer position is the 3rd level technical position given for a software development company like MICROSOFT. Support Engineers or the frontline technical support escalate difficult issues to the escalation team when the skills required to work the issue far exceed the skills generally required. etelecare Global Solutions / DELL Computers: Mar 2009 September 2009 Technical Support II - Responsible on communicating electronically with users experiencing difficulties to determine and document problems experienced - Provided remote technical support for users with their networked Laptops, PCs, and Printers (HP, Dell, Acer) Performs OS setup and reinstallation - Supported all DELL computer related issues (Hardware and Software) to ensure Customer Satisfaction

4 - Provided advance technical assistance for Windows XP, Windows 98, Windows Vista Operating system - Provided technical assistance for internet issues both for wired (LAN) & wireless (WLAN) connections - Provided technical assistance for security software (anti-viruses & anti-spy-wares) such as: McAfee, Norton Internet Security, AVG anti-virus, Trend micro & etc. - Provided support on operational or maintenance of personal computers, desktops/ laptops / peripherals using available tools to DELL Consumers with issues regarding Hardware and Software configuration - Guide customer troubleshooting efforts to identify products that have user issues and issue service calls in accordance with DELL guidelines. - Consulted user guides and extensive amount of research on the latest solution for all printer problems that users encounter by collecting, organizing and maintaining problems and solutions log for use by other technical support analysts. - Asset tracking and ticket documentation using designated tools. - Provided basic training and mentoring for newly hired onsite techs Teletech: Aug / Mar / 2009 Technical Support - Hewlett Packard APAC - IPG - Was able to provide technical support assistance to Hewlett Packard Consumers in the Asia Pacific Region (Australia and New Zealand) with issues regarding their HP printers including hardware and software configuration - Was responsible on communicating electronically with printer users experiencing difficulties to determine and document problems experienced - Consulted user guides and extensive amount of research on the latest solution for all printer problems that users encounter by collecting, organizing and maintaining problems and solutions log for use by other technical support analysts. - Provided software and hardware technical support for All-in-one Printers - Provided onsite and remote technical support for users within the company through rotational designation with their networked computers and printers. - Conversed and interacted with users in determining their needs, gather and document requirements. - Developed excellent English communication skills. - Acquired excellent skills in Customer Handling (Customer Experience, Customer Satisfaction & Customer Service) - Performed asset installations/reinstallations, maintenance and repairs on user equipment - Maintained and solved product level problems onsite with individual customers - Was able to meets commitments within specified timeframe Teletech: Aug 2007-Aug ACCENTURE / AT&T Technical Support / Team Lead Trainee (TLT) - Was able to provide extensive technical support assistance to AT&T Customers in North America with issues regarding their AT&T DSL Internet Connection as well as configuration regarding their accounts provided by their internet service provider. - Provided technical support for various AT&T Proprietary Web applications. Client mail (Outlook express / MS OUTLOOK) and Webmail. - Acquired the ability in responding quickly in troubleshooting and isolating complex potentially service impacting condition that required a broad and in-depth level of technical knowledge. - Assisted and troubleshoot system problems that impacted service availability and have developed long term fixes that prevented service affecting failures from occurring.

5 SKILLS - Software: MS Windows XP / VISTA / Windows 7, 8 & 10 Operating Systems / MAC OS - Hardware: Desktop, Laptop, Tablet, Printer & scanners, extra peripherals - MS 2007 & 2010 Programs - AUTOCAD, Printshop, Adobe Applications - Technical proficiency on desktop computing and Internet technologies (WLAN, LAN, DSL, Broadband, DHCP, adhoc troubleshooting / Windows Servers, CRM, Active Directory & MySQL) Other Skills: - Musician

n2grate Open Positions March 2015

n2grate Open Positions March 2015 n2grate Open Positions March 2015 Table of Contents 1. CMS Centers for Medicare & Medicaid Services Roles... 1 1.1 Role 012 Computer System Analysts II...1 1.1.1 Location: Dallas, Texas... 1 1.3 Role 013

More information

HELP DESK SUPERVISOR

HELP DESK SUPERVISOR HELP DESK SUPERVISOR Occupational Code: 1551 Salary Range: 28A Status: Classified FLSA: Exempt Established: 7/04 Revised: 11/05 2/06 4/06 NATURE OF WORK: Technical specialized work responsible for supervising

More information

Remote Infrastructure Support Services & Managed IT Services

Remote Infrastructure Support Services & Managed IT Services Remote Infrastructure Support Services & Managed IT Services Remote Desktop Services are designed to optimize the customers IT resource utilization and provide a standardized end-user environment. The

More information

Los Angeles Trade-Technical College Student Employment Center. Computer Science. Part-Time

Los Angeles Trade-Technical College Student Employment Center. Computer Science. Part-Time Part-Time Job Title: Junior Help Desk Support Job Number: 2065 Hours/Days: Monday Friday/Varies Salary: DOE Approximate Location: Los Angeles, CA Requirements: Skills Requirements: Minimum one (1) year

More information

Network Support Analyst Ref: 14-182 Salary circa 21,000-22,800 per annum 37 hours per week

Network Support Analyst Ref: 14-182 Salary circa 21,000-22,800 per annum 37 hours per week Network Support Analyst Ref: 14-182 Salary circa 21,000-22,800 per annum 37 hours per week IT Services are looking to recruit a Network Support Analyst to be responsible for delivering professional first

More information

SCOPE: Role Descriptions/Job Profiles

SCOPE: Role Descriptions/Job Profiles SCOPE: Role Descriptions/Job Profiles a) Computing Infrastructure 1. Exchange Administrator Assists with ensuring the availability of email servers and applications, configuring new implementations, and

More information

JOB DESCRIPTION. DATE ISSUED: 07/12 FLSA: Exempt PTO: VCS TITLE. Service Desk Analyst III JOB SUMMARY

JOB DESCRIPTION. DATE ISSUED: 07/12 FLSA: Exempt PTO: VCS TITLE. Service Desk Analyst III JOB SUMMARY DATE ISSUED: 07/12 JOB DESCRIPTION TITLE Service Desk Analyst III JOB SUMMARY The Service Desk Analyst s III role is to ensure proper computer operation so that end users can accomplish business tasks.

More information

Service Desk Technician Service Desk Team Leader None IT

Service Desk Technician Service Desk Team Leader None IT Job Description Job title: Reporting to: Direct reports: Division: Service Desk Technician Service Desk Team Leader None IT Purpose of job IT Service Desk s goal is to deliver optimal service to our internal

More information

Table of Contents. Introduction. Audience. At Course Completion. Prerequisites

Table of Contents. Introduction. Audience. At Course Completion. Prerequisites Table of Contents Introduction Audience At Course Completion Prerequisites Microsoft Certified Professional Exams Student Materials Course Outline Introduction This three-day instructor-led course provides

More information

Presented By: Daniel Chetty d.chetty@ninesharp.co.uk 01628 771 811

Presented By: Daniel Chetty d.chetty@ninesharp.co.uk 01628 771 811 Candidate Name: Raymond - 145175 Job Applied For: Availability: Key Skills: 1 st /2 nd Line Support Interview: Immediate Start: immediate An experienced IT professional with a proven track record of supporting

More information

SUPERVISOR, SERVICE DESK (Existing position)

SUPERVISOR, SERVICE DESK (Existing position) Edmonton Catholic Schools is now accepting applications for the position of SUPERVISOR, SERVICE DESK (Existing position) Edmonton Catholic Schools is a large urban school district whose mission is to provide

More information

IT Helpdesk Services. IT Environment Operation Support Service Menu

IT Helpdesk Services. IT Environment Operation Support Service Menu IT Helpdesk Services IT Environment Operation Support Service Menu Do you ever need a little help with your personal computer? IT Helpdesk Services Person unfamiliar with PC Person unfamiliar with PC Help

More information

Career Portfolio provided by Beyond.com

Career Portfolio provided by Beyond.com Career Portfolio provided by Beyond.com IT Service Manager IT Service Managemnet Professional Chicago, IL 60640 Member Number: 48658555 Portfolio: http://www.beyond.com/people/48658555 Professional Information

More information

JOB TITLE: CURRENT CLASSIFICATION/GRID POSITION # IT Tech II AD Grid Level 5(g) #123 Network Support Technician

JOB TITLE: CURRENT CLASSIFICATION/GRID POSITION # IT Tech II AD Grid Level 5(g) #123 Network Support Technician COUNTY OF GRANDE PRAIRIE JOB DESCRIPTION JOB TITLE: CURRENT CLASSIFICATION/GRID POSITION # IT Tech II AD Grid Level 5(g) #123 Network Support Technician NOC CODE: 2281 STANDARD HOURS: 35 hours/week (non-management)

More information

INFORMATION TECHNOLOGY TECHNICIAN I INFORMATION TECHNOLOGY TECHNICIAN II

INFORMATION TECHNOLOGY TECHNICIAN I INFORMATION TECHNOLOGY TECHNICIAN II CITY OF ROSEVILLE INFORMATION TECHNOLOGY TECHNICIAN I INFORMATION TECHNOLOGY TECHNICIAN II DEFINITION To perform responsible technical duties related to computer hardware and software customer support;

More information

JOB AND TASK DESCRIPTION

JOB AND TASK DESCRIPTION JOB AND TASK DESCRIPTION Job Title: IT Support Specialist (2 nd Line, Reporting and Monitoring) Division: Corporate Services Division Grade: J Reports To: IT Infrastructure and Operations Manager General

More information

2011/2013 Degree of Bachelor of Business Information Technology at Mount Kenya University. Second class honors Upper Division.

2011/2013 Degree of Bachelor of Business Information Technology at Mount Kenya University. Second class honors Upper Division. HARRISON GICHARU MUHIA P.O.BOX 78 RUIRU. MOBILE: +254-704-419713 Email: muhiason@gmail.com Marital Status: Married Current employer: Ltd (UNON Outsource SKILLS SNAPSHOT Microsoft Certified Systems Administration

More information

BOYERTOWN AREA SCHOOL DISTRICT Job Description

BOYERTOWN AREA SCHOOL DISTRICT Job Description BOYERTOWN AREA SCHOOL DISTRICT Job Description Position Title: Reports to: SUMMARY: Technology Specialist II Director of Information Technology Under the general supervision of the Director of Information

More information

Job Description. Function Desktop, Server and Network Administrator

Job Description. Function Desktop, Server and Network Administrator Job Description Job Title Desktop and Systems Function Desktop, Server and Network Administrator Support Reporting to Service Desk Manager Direct Reports None Working Hours Standard 35 hours per week -

More information

Delivery Method Instructor-led (Classroom)

Delivery Method Instructor-led (Classroom) NE-5117 Installing, Configuring, Troubleshooting, and Maintaining Windows Vista Summary Duration 3 Days Technology Windows Vista Audience IT Professionals Delivery Method Instructor-led (Classroom) Level

More information

University Systems Desktop Support Service Level Commitment

University Systems Desktop Support Service Level Commitment University Systems Desktop Support Service Level Commitment The Purpose of this Service Level Commitment (SLC) is to formally define the level of service University Systems will provide to UVic faculty,

More information

HelpDesk Service Description ( HelpDesk )

HelpDesk Service Description ( HelpDesk ) HelpDesk Service Description ( HelpDesk ) I. HelpDesk Service Overview HelpDesk provides support on virus, spyware and multiple versions of industry standard applications in addition to factory-installed

More information

JOB TITLE: CURRENT CLASSIFICATION/GRID POSITION # IT Tech I AD Grid Level 5(h) #68 (Service Desk)

JOB TITLE: CURRENT CLASSIFICATION/GRID POSITION # IT Tech I AD Grid Level 5(h) #68 (Service Desk) COUNTY OF GRANDE PRAIRIE JOB DESCRIPTION JOB TITLE: CURRENT CLASSIFICATION/GRID POSITION # IT Tech I AD Grid Level 5(h) #68 (Service Desk) NOC CODE: 2171 STANDARD HOURS: 35 hours/week (non-management)

More information

Select IT Consulting Services RFP 11-01 Technical and Network Support Specialist Services (Lot Group C)

Select IT Consulting Services RFP 11-01 Technical and Network Support Specialist Services (Lot Group C) Computer/Application Support Specialist Computer/Application Support Specialist 1 Typical Functions: Preferred This function requires business work experience with Windows XP, IT experience, work experience

More information

Comtech Systems Inc.

Comtech Systems Inc. Job Description Last Revised: Nov 17, 2011 FS Collect! Product Support Technician Job Summary This job exists to ensure users of the Collect! System obtain maximum possible value from the software and

More information

SEP Support Definitions and Services

SEP Support Definitions and Services SEP Support Definitions and Services (For customers with valid Support Contracts signed before 01.03.2015 the conditions from this document are applicable.) Introduction SEP AG provides a variety of support

More information

Experience Range: 15-20 Years

Experience Range: 15-20 Years Real Estate Career Information Job Categories, Titles, Requirements, Responsibilities, Compensation (common in the San Francisco Bay Area Region) Category 1 Pay Range: $150-200k base salary plus bonus

More information

Business white paper. HP Business Helpdesk. System requirements and supported products

Business white paper. HP Business Helpdesk. System requirements and supported products Business white paper HP Business Helpdesk System requirements and supported products Minimum system requirements Operating System: Current Licensed Versions for Microsoft, Apple or Android, detailed in

More information

TRAINEE & INTERN. summer PROGRAM. open positions in...

TRAINEE & INTERN. summer PROGRAM. open positions in... 2013 summer INTERN TRAINEE & PROGRAM open positions in... accounting acquisitions construction human resources information technology lease administration leasing legal marketing property management taxation

More information

Computer Information Systems

Computer Information Systems Full Time Job Title: IT Technician Job Number: 2245 Hours/Days: Varies Salary: Approximate Location: Los Angeles, CA Skills Information Technology (IT) Technician will be the primary provider of support

More information

COUNTY OF ORANGE, CA Schedule 2D Service Desk Services SOW SCHEDULE 2D SERVICE DESK SERVICES SOW. for. Date TBD

COUNTY OF ORANGE, CA Schedule 2D Service Desk Services SOW SCHEDULE 2D SERVICE DESK SERVICES SOW. for. Date TBD SCHEDULE 2D SERVICE DESK SERVICES SOW for COUNTY OF ORANGE, CA Date TBD Schedule 2D Service Desk Services SOW Table of Contents 1.0 Service Desk Services Overview and Service Objectives... 1 1.1 Service

More information

Configuring Microsoft Windows Vista Client

Configuring Microsoft Windows Vista Client Configuring Microsoft Windows Vista Client Course Number: 70-620 Course Length: 5 Days Course Overview The MCTS (Microsoft Certified Technology Specialist) credential enables professionals to target specific

More information

VMware ESX 3.5, VSphere, VMware Workstation. Project Management: Microsoft Office 2013/365, Microsoft Project, Microsoft Visio, Juriba Dashworks.

VMware ESX 3.5, VSphere, VMware Workstation. Project Management: Microsoft Office 2013/365, Microsoft Project, Microsoft Visio, Juriba Dashworks. KAMAL GOYAL +91-9740222166, 8197010066 iamkamalgoyal@gmail.com, mailme@kamalgoyal.com M-409, Ittina Mahaveer, Neeladri Road, Electronic City Phase 1, Bangalore 560100 PROFESSIONAL SUMMARY Over 10 years

More information

INFORMATION TECHNOLOGY TECHNICIAN I/II

INFORMATION TECHNOLOGY TECHNICIAN I/II INFORMATION TECHNOLOGY TECHNICIAN I/II CITY OF HAYWARD DEFINITION To perform responsible technical duties related to computer hardware and software customer support; provide project support for new and

More information

COUNTY OF ORANGE, CA Schedule 2G Desktop Support SOW SCHEDULE 2G DESKTOP SUPPORT SOW. for. Date TBD

COUNTY OF ORANGE, CA Schedule 2G Desktop Support SOW SCHEDULE 2G DESKTOP SUPPORT SOW. for. Date TBD COUNTY OF ORANGE, CA Schedule 2G Desktop Support SOW SCHEDULE 2G DESKTOP SUPPORT SOW for COUNTY OF ORANGE, CA Date TBD COUNTY OF ORANGE, CA Schedule 2G Desktop Support SOW Table of Contents 1.0 Desktop

More information

MSP Service Matrix. Servers

MSP Service Matrix. Servers Servers MSP Service Matrix Microsoft Windows O/S Patching - Patches automatically updated on a regular basis to the customer's servers and desktops. MS Baseline Analyzer and MS WSUS Server used Server

More information

CLASS SPECIFICATION Systems Support Analyst I

CLASS SPECIFICATION Systems Support Analyst I San Diego Unified Port District Class Code: B837-UE03 CLASS SPECIFICATION Systems Support Analyst I FLSA Status: EEOC Job Category: Classified: Union Representation: Exempt Professionals No Unrepresented

More information

Computer Support Specialists and Systems Administrators

Computer Support Specialists and Systems Administrators http://www.bls.gov/oco/ocos268.htm Computer Support Specialists and Systems Administrators * Nature of the Work * Training, Other Qualifications, and Advancement * Employment * Job Outlook * Projections

More information

We are seeking a professional to redesign a website. We are wanting a brand new look and feel.

We are seeking a professional to redesign a website. We are wanting a brand new look and feel. Job Type: Web Designer #6075 Duration: Contract to Hire We are seeking a professional to redesign a website. We are wanting a brand new look and feel. We are not looking for someone to make changes to

More information

Get Insant Help 1.8OO~ 570 ~1233 Trend~Micro Antivirus Tech nical Supp ort Customer Phone Number

Get Insant Help 1.8OO~ 570 ~1233 Trend~Micro Antivirus Tech nical Supp ort Customer Phone Number Get Insant Help 1.8OO~ 570 ~1233 Trend~Micro Antivirus Tech nical Supp ort Customer Phone Number Cont 1(800) 570 1233 Trend Micro activation product key server error product key is not working in windows

More information

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. H10261, page 1 Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. FUNCTIONAL DUTIES This is a non-career, term position

More information

UNISYS ENTERPRISE HELP DESK USERS GUIDE

UNISYS ENTERPRISE HELP DESK USERS GUIDE UNISYS ENTERPRISE HELP DESK USERS GUIDE TABLE OF CONTENTS TABLE OF CONTENTS 2 INTRODUCTION 3 PROGRAM OVERVIEW. 3 What Services Will the EHD Provide. 3 How to Request Support.. 3 How Will the Program Work

More information

1. To be the principal point of contact and have responsibility for IT support incidents.

1. To be the principal point of contact and have responsibility for IT support incidents. JOB TITLE: RESPONSIBLE TO: RESPONSIBLE FOR: Service Desk Engineer Service Desk Supervisor N/A JOB OUTLINE The Service Desk Engineer will be responsible for providing an effective first-line support service

More information

IT Onsite Service Contract Proposal. For. <> Ltd

IT Onsite Service Contract Proposal. For. <<Customer>> Ltd IT Onsite Service Contract Proposal For Ltd 1 of 14 I N T R O D U C T I O N This Service Contract for Onsite Deskside PC Support (this Service Contract ) is made effective as of February 5th,

More information

70-682. Microsoft. Pro: Upgrading to Windows 7 MCITP Enterprise Desktop Support Technician. http://www.pass4sureofficial.com. www.dumpspdf.

70-682. Microsoft. Pro: Upgrading to Windows 7 MCITP Enterprise Desktop Support Technician. http://www.pass4sureofficial.com. www.dumpspdf. 70-682 Microsoft Pro: Upgrading to Windows 7 MCITP Enterprise Desktop Support Technician http://www.pass4sureofficial.com Dumpspdf.com is a reputable IT certification examination guide, study guides and

More information

Service Catalog. it s Managed Plan Service Catalog

Service Catalog. it s Managed Plan Service Catalog Service Catalog it s Managed Plan Service Catalog 6/18/2012 Document Contents Contents Document Contents... 2 Overview... 3 Purpose... 3 Product Description... 3 Plan Overview... 3 Tracking... 3 What is

More information

Version Date Description Author(s) 1.0 2/17/2014 Initial SLA Created ITC Administration

Version Date Description Author(s) 1.0 2/17/2014 Initial SLA Created ITC Administration IT Service Level Agreement (SLA) for users supported by the BEI Pilot Cluster in the departments of Biological Chemistry, Neurobiology, Neurology, and Pharmacology by the Information Technology Center

More information

SERVICE DESK ANALYST Tier II Support (Information Technology)

SERVICE DESK ANALYST Tier II Support (Information Technology) Must have the physical, developmental and mental ability to perform job tasks, work efforts, responsibilities and duties of the job illustrated. The job description herein provides for the range of duties

More information

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. H10211, page 1 Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. DUTIES This is a non-career, term job with the Metropolitan

More information

BAYAUD ENTERPRISES JOB ANNOUNCEMENT

BAYAUD ENTERPRISES JOB ANNOUNCEMENT BAYAUD ENTERPRISES JOB ANNOUNCEMENT IT Helpdesk Site Supervisor Date Posted: 9/20/13 Deadline: 10/4/13 Position Type: Exempt Hours Required: 40.0 hours About Bayaud Enterprises: Bayaud Enterprises is a

More information

Islamic Relief Worldwide ICT Desktop Support Technician

Islamic Relief Worldwide ICT Desktop Support Technician Islamic Relief Worldwide ICT Desktop Support Technician BASE LOCATION: REPORTING TO: LINE MANAGEMENT RESPONSIBILITIES: Waterloo, London ICT Service Delivery None PURPOSE OF DIVISION: ICT is part of the

More information

Supervisory Responsibility: Has no responsibility for the direction of others.

Supervisory Responsibility: Has no responsibility for the direction of others. Job Title: Technical Support Specialist Job Level: Level 2 Department: Reports To: Information Technology IT Coordinator POSITION SUMMARY: Supports and maintains computer systems, desktops, and peripherals.

More information

Post: Infrastructure Team Leader Region/Dept: Information Technology Location: Horsham

Post: Infrastructure Team Leader Region/Dept: Information Technology Location: Horsham Southern Housing Group Job Description IT005 Post: Infrastructure Team Leader Region/Dept: Information Technology Location: Horsham Purpose of Post: To manage the day-to-day operation of the Infrastructure

More information

Functional Area 3. Skill Level 301: Applications Systems Analysis and Programming Supervisor (Mercer 1998 Job 011)

Functional Area 3. Skill Level 301: Applications Systems Analysis and Programming Supervisor (Mercer 1998 Job 011) Functional Area 3 Skill Level 301: Applications Systems Analysis and Programming Supervisor (Mercer 1998 Job 011) Description: Supervises activities of all applications systems analysis and programming

More information

POSITION DESCRIPTION

POSITION DESCRIPTION Organisation Division St. John s Regional College St. John s Regional College, established in 1958, is a catholic college providing secondary education to boys and girls in the parishes located in the

More information

Craven County Information Technology Who are we?

Craven County Information Technology Who are we? Who are we? Made up of IT and GIS personnel Eight computer related professionals Five GIS (Geographic Information Systems) & Tax Mapping Professionals All working to provide employees and citizens a dependable,

More information

REQUEST FOR PROPOSAL-INFORMATION TECHNOLOGY SUPPORT SERVICES

REQUEST FOR PROPOSAL-INFORMATION TECHNOLOGY SUPPORT SERVICES Isothermal Planning & Development Commission (IPDC) REQUEST FOR PROPOSAL-INFORMATION TECHNOLOGY SUPPORT SERVICES Proposals will be received by the IPDC for Information Technology Support Services. Interested

More information

Department of Information Technology

Department of Information Technology Lines of Business LOB #132: END USER SERVICES Department of Information Technology Purpose The End User Services LOB in the Department of Information Technology is responsible for providing direct technical

More information

Michael Nava 6557 Diamondback Road, Eastvale, CA Cell (951) Online & Interactive version: mikenava.

Michael Nava 6557 Diamondback Road, Eastvale, CA Cell (951) Online & Interactive version: mikenava. Michael Nava 6557 Diamondback Road, Eastvale, CA 92880 Cell (951) 833-7217 mikenava@gmail.com Online & Interactive version: mikenava.com/resume EXPERIENCE Eastvale Computer Services, Corona CA, 2007-Present

More information

What is the HP Business Helpdesk number to call for support? Call 1-877-219-5006 to get support or for questions about the program.

What is the HP Business Helpdesk number to call for support? Call 1-877-219-5006 to get support or for questions about the program. FAQ General information and Frequently Asked Questions (FAQs) What is the HP Business Helpdesk number to call for support? Call 1-877-219-5006 to get support or for questions about the program. What are

More information

Goucher College Help Desk Service Level Agreement

Goucher College Help Desk Service Level Agreement Goucher College Help Desk Service Level Agreement Information Technology Help Desk The Help Desk is the single point of contact for all computer, telephone, voice mail, cable television questions, problems,

More information

Service Level Agreement Between: Computing and Informational Technology And The Finance and Business Operations Division

Service Level Agreement Between: Computing and Informational Technology And The Finance and Business Operations Division Service Level Agreement Between: Computing and Informational Technology And The Finance and Business Operations Division 1/9 1. Executive Summary This Service Level Agreement ( SLA ) is between Computing

More information

Remote Support: Key Metrics to drive Improvement in your Center

Remote Support: Key Metrics to drive Improvement in your Center Remote Support: Key Metrics to drive Improvement in your Center Jeremy Curley, Director of Business Solutions, Bomgar Mike Sell, Director of Strategic Alliances, Bomgar 0 Why Are Metrics Not Improving?

More information

Job Title: Service Desk Manager Location: To be based on any site on which Leeds City College operates Vacancy Ref No:

Job Title: Service Desk Manager Location: To be based on any site on which Leeds City College operates Vacancy Ref No: Job Description Job Title: Service Desk Manager Location: To be based on any site on which Leeds City College operates Vacancy Ref No: ER035 Salary: Grade LM1(Points 32-35) Commencing 31,006 with progression

More information

Helpdesk Incident & Request Management Procedure For

Helpdesk Incident & Request Management Procedure For IT HELPDESK PROCEDURE Helpdesk Incident & Request Management Procedure For Author: Helpdesk Owner: IT Head Organisation: Karvy Stock Broking Ltd. Document No: CIT ITHP 01 Version No: 1.1 Release Date:

More information

HP Printer Customer Service

HP Printer Customer Service HP Printer Customer Service Here we going to discuss for customer service for HP Printer, There are some problems in HP Printer customer need to contact tech support. For Contact HP Printer Local Tech

More information

--Supports the implementation of new standard software or updates to existing software as adopted.

--Supports the implementation of new standard software or updates to existing software as adopted. H10231, page 1 Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. DUTIES This is a non-career, term job with the Metropolitan

More information

ICT Service Desk Team Leader. ICT Services Design Manager. Kings Way, South Melbourne. DATE: March 2015 ORGANISATIONAL ENVIRONMENT

ICT Service Desk Team Leader. ICT Services Design Manager. Kings Way, South Melbourne. DATE: March 2015 ORGANISATIONAL ENVIRONMENT POSITION: REPORTS TO: LOCATED: ICT Service Desk Team Leader ICT Services Design Manager Kings Way, South Melbourne DATE: March 2015 ORGANISATIONAL ENVIRONMENT Melbourne City Mission is a leader and innovator

More information

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. H10261A, page 1 Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. DUTIES This is a non-career, term position at the

More information

CITY OF KENT POSITION DESCRIPTION

CITY OF KENT POSITION DESCRIPTION CITY OF KENT POSITION DESCRIPTION Position Inventory Number: Classification Specification: TECHNICAL SUPPORT SPECIALIST Salary Range: NR32 Position Description: Technical Support Specialist II Incumbent:

More information

Only Athena provides complete command over these common enterprise mobility needs.

Only Athena provides complete command over these common enterprise mobility needs. Mobile devices offer great potential for making your enterprise run faster, smarter, and more profitably. However, mobile devices can create considerable challenges for your IT organization, since they

More information

Managed Services Agreement. Hilliard Office Solutions, Ltd. PO Box 52510 Phone: 432-617-4677 Midland, Texas 79710 Fax: 432-617-3043

Managed Services Agreement. Hilliard Office Solutions, Ltd. PO Box 52510 Phone: 432-617-4677 Midland, Texas 79710 Fax: 432-617-3043 Managed Services Agreement Hilliard Office Solutions, Ltd. PO Box 52510 Phone: 432-617-4677 Midland, Texas 79710 Fax: 432-617-3043 SERVICE DESCRIPTIONS By purchasing these Services from Hilliard Office

More information

Table of Contents. Introduction. Audience. At Course Completion. Prerequisites

Table of Contents. Introduction. Audience. At Course Completion. Prerequisites Table of Contents Introduction Audience At Course Completion Prerequisites Microsoft Certified Professional Exams Student Materials Course Outline Introduction This three-day instructor-led course provides

More information

HELPDESK & SERVER MONITORING. Helpdesk HOURS OF COVER KEY FEATURES

HELPDESK & SERVER MONITORING. Helpdesk HOURS OF COVER KEY FEATURES HELPDESK & SERVER MONITORING Organisations are under pressure to implement efficient, reliable and cost effective helpdesk And server monitoring service solutions. Our Helpdesk & Server Monitoring services

More information

www.dttqatar.com 24713 Doha - Qatar

www.dttqatar.com 24713 Doha - Qatar DTT www.dttqatar.com 24713 Doha - Qatar Digital Touch Technology DTT is one of the emerging companies in the area of IT Service and Solution in Qatar, up and running for the past year. DTT offers a comprehensive

More information

www.datatechhosting.com

www.datatechhosting.com Hosting and Cloud Services Customer Service Level Agreement (SLA) Welcome to the Clustered Cloud Hosted Services Community. We are happy to have you aboard and look forward to assisting you with all your

More information

JOB DESCRIPTION SENIOR DESKTOP SUPPORT ENGINEER

JOB DESCRIPTION SENIOR DESKTOP SUPPORT ENGINEER JOB DESRIPTION SENIOR DESKTOP SUPPORT ENGINEER The Senior Desktop Support Engineer will be a very hands-on, senior member of a the Technical support team responsible for Bank Windhoek P desktop, laptop

More information

Service Proposal. ALASKA COMPUTER SUPPORT Service Level Agreement

Service Proposal. ALASKA COMPUTER SUPPORT Service Level Agreement Service Proposal For From Company Name Here Michael Wheeler 9078687300 Ext 7001 Alaska Computer, LLC 9078687300 Reliable, Professional IT Services 750 E. Fireweed Ln Suite 100 Anchorage, Alaska 99503 About

More information

IT Support Assistant (x2) IT Services (12 Month Whole-time Posts)

IT Support Assistant (x2) IT Services (12 Month Whole-time Posts) IT Support Assistant (x2) IT Services (12 Month Whole-time Posts) The IT Services department provides essential services to the University and plays an ever more critical role in the strategic development

More information

H10220, page1. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

H10220, page1. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. H10220, page1 Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. FUNCTIONAL DUTIES This is a non-career, term job with

More information

Request for Proposal Technology Services Maintenance and Support

Request for Proposal Technology Services Maintenance and Support Request for Proposal Technology Services Maintenance and Support Maintenance and Support July 19, 2014 Celerity Educational Group is seeking an IT consulting firm to manage Maintenance of our Network Systems

More information

MINNEAPOLIS PARK AND RECREATION BOARD JOB DESCRIPTION JOB TITLE: Network & Operations Coordinator

MINNEAPOLIS PARK AND RECREATION BOARD JOB DESCRIPTION JOB TITLE: Network & Operations Coordinator MINNEAPOLIS PARK AND RECREATION BOARD JOB DESCRIPTION JOB TITLE: Network & Operations Coordinator Job Number: 07229P Date Finalized: 7/14/11 Service Department: Information Accountable To: Director, Information

More information

Job Description. HP Advanced Solutions Inc. Position Title: Senior Database Administrator Classification: IS27

Job Description. HP Advanced Solutions Inc. Position Title: Senior Database Administrator Classification: IS27 HP Advanced Solutions Inc. Job Description Position Title: Senior Database Administrator Classification: IS27 Department: Infrastructure Services HP Job Code: 00S50K Work Unit: Application Enabling Services

More information

INFORMATION TECHNOLOGY MANAGER Salary Range: 22 (Management Salary Schedule)

INFORMATION TECHNOLOGY MANAGER Salary Range: 22 (Management Salary Schedule) February 2013 CITY OF ROCKLIN INFORMATION TECHNOLOGY MANAGER Salary Range: 22 (Management Salary Schedule) DEFINITION Under general direction, to plan, organize, manage, and supervise the efforts of the

More information

Illinois State Board of Education. EXTERNAL VACANCY LIST June 24, 2016 V.L. #16-28

Illinois State Board of Education. EXTERNAL VACANCY LIST June 24, 2016 V.L. #16-28 Illinois State Board of Education 100 North First Street Springfield, Illinois 62777-0001 www.isbe.net James T. Meeks Chairman Tony Smith, Ph.D. State Superintendent of Education EXTERNAL VACANCY LIST

More information

Memorandum. Human Resources Division

Memorandum. Human Resources Division Memorandum Human Resources Division TO: FROM: RE: Vacellia Clark, Chief Examiner Civil Service Commission Human Resources Staff Establish a Passing Score for ARMS Programmer/Analyst DATE: January 29, 2014

More information

Information Technician Training Needs Assessment Evaluation Form. Personal/Position Information

Information Technician Training Needs Assessment Evaluation Form. Personal/Position Information Personal/Position Information Name: Period Covered: Position: Reviewed by: Title: Position Start Date: Community: Region: Instructions: The information contained in this evaluation is strictly confidential.

More information

Solutions Provider. The Service Desk. Not Included:

Solutions Provider. The Service Desk. Not Included: END USER SERVICE DESK LEVEL 1 & 2 CSI s Service Desk provides telephone and e-ticket support. Our cost efficient solution enables support personnel to access client systems providing instant support just

More information

Data Center & Helpdesk Services Documentation

Data Center & Helpdesk Services Documentation Data Center and Helpdesk Services Service Levels of Understanding Last updated 03/26/2008 LH DCHS SERVICE LEVELS OF UNDERSTANDING Purpose Data Center and Helpdesk Services (DCHS) provide Service Levels

More information

REQUEST FOR PROPOSALS INFORMATION TECHNOLOGY SUPPORT SERVICES. Bid Packets are Due:

REQUEST FOR PROPOSALS INFORMATION TECHNOLOGY SUPPORT SERVICES. Bid Packets are Due: REQUEST FOR PROPOSALS INFORMATION TECHNOLOGY SUPPORT SERVICES Issue Date: Friday, March 15 th, 2013 Closing Date: Monday, April 15 th, 2013 University City District is requesting proposals from qualified,

More information

Customized Cloud Solution

Customized Cloud Solution Customized Cloud Solution (Overall Cloud Performance Expectations) Last Updated: June 5, 2012 Prepared by: Polleo Systems, Inc. Notice of Confidentiality: The enclosed material is proprietary to Polleo

More information

HELP DESK MANAGEMENT PLAN

HELP DESK MANAGEMENT PLAN AT&T Help Desk Overview: DIR Platinum Customer Status AT&T is committed to continuous process improvement to meet DIR requirements and expectations, and to improve the end user experience. Today s process

More information

Exhibit 16.1-4a Non Applications Services Labor Categories

Exhibit 16.1-4a Non Applications Services Labor Categories Exhibit 16.1-4a Non Applications Services Labor Categories PAGE 1 1. Infrastructure System Administrator Description: The Infrastructure Systems Administrator s role is to: (1) deliver support to internal

More information

Position Description. Job Summary: Campus Job Scope:

Position Description. Job Summary: Campus Job Scope: Position Description Report Run Date Sep 10 2015 11:07AM Position Number: 02018467 Dept: ENT APPS & INFRASTRUCTURE SVCS - 061419 Position: WNDOWS SYSTEM APPLICATION ADMINISTRATOR Approved Payroll Title

More information

Bridged Apps: specialise in the deployment of many well known apps, as well as building customer made apps, websites, and SEO.

Bridged Apps: specialise in the deployment of many well known apps, as well as building customer made apps, websites, and SEO. Bridging The Gap Bridged Group is the Strategic partner of The Telstra Business Centre and Telstra Store. We are a Telstra Preferred Cloud Partner with over 35 years of experience between our senior staff

More information

CLASS SPECIFICATION Systems Support Analyst II

CLASS SPECIFICATION Systems Support Analyst II San Diego Unified Port District Class Code: B211-UE03 CLASS SPECIFICATION Systems Support Analyst II FLSA Status: EEOC Job Category: Classified: Union Representation: Exempt Professionals No Unrepresented

More information

Help Desk Technician. Information Technology. IT Director, IT Department. Permanent. MUH & HSU- Enterprise Agreement

Help Desk Technician. Information Technology. IT Director, IT Department. Permanent. MUH & HSU- Enterprise Agreement Title: Department: Reporting to: Time commitment: Employment type: Employment conditions: Help Desk Technician Information Technology IT Director, IT Department Full-time Permanent MUH & HSU- Enterprise

More information

IT Administration including SIMS Support

IT Administration including SIMS Support IT Administration including SIMS Support Service Level Agreement www.eisit.uk info@eisit.uk Tel: 0300 065 8800 Fax: 01622 663591 EIS The Shepway Centre, Oxford Road, Maidstone, Kent, ME15 8AW Contents

More information

BRANDEIS UNIVERISTY DESKTOP SERVICES SERVICE LEVEL AGREEMENT

BRANDEIS UNIVERISTY DESKTOP SERVICES SERVICE LEVEL AGREEMENT BRANDEIS UNIVERISTY DESKTOP SERVICES SERVICE LEVEL AGREEMENT 1.0 Purpose 2.0 Term and Scope of Agreement 3.0 Desktop Services Responsibilities 3.1 Supported Hardware 3.2 Supported Operating Systems 3.3

More information

Premier Support (Australia) Terms & Conditions Australia

Premier Support (Australia) Terms & Conditions Australia 1. Introduction Lenovo (Australia & New Zealand) Pty Limited (Lenovo) is pleased to provide Lenovo Premier Support (the Service) pursuant to these terms and conditions. 2. Important Notice Consumer Law

More information