AXL REY A. BAYSON

Supports and manages 1,400 OSvC users across the Globe; handles deployment, product development and related integrations, Creating reports, Login and Disabling account issues, Rules Management, Agent Desktop Workflows, Report Building, Profile Creation, User Management and Knowledge Management of over 200 Support Centers for Internal and External Knowledgebases.

• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• Created plans and communicated deadlines to complete projects on time.
• Increased customer satisfaction by resolving issues.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Prepared variety of different written communications, reports and documents.
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
• Resolved conflicts and negotiated mutually beneficial agreements between parties.

• Handling calls, emails and chats for customer queries with regards to authentication, entitlement issues on Elsevier websites like ScienceDirect, Scopus, Embase, Reaxys and many Elsevier platforms

• Configured hardware, devices and software to set up work stations for employees.
• Handling calls, emails and chats for customer queries about Microsoft Windows Operating system issues (Hardware and Software for Windows 7 to 10) and Office 365 suites and subscriptions, , Microsoft Answer Desk Chat Support, Windows and Office 365 Support
• Patched software and installed new versions to eliminate security problems and protect data.
• Offered remote support for cloud-based and web-based clients via phone, email and chat.
• Boosted network, system and data availability and integrity through preventive maintenance and upgrades.
• Prepared technical responses to requests for quotes, assigning costs, timeframes and alternative solutions.