Endrick James Opeña

• Field incoming help requests from end users via both telephone and e-mail in courteous manner.
• Document all pertinent end user identification information, including name, department, contact
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems. Escalate problems (when required) to appropriately

Successful and unsuccessful decisions made, and actions taken, through to final resolution. On Hardware, implementing file backups, and configuring systems and applications. And

• Record, track, and document help desk request problem-solving process, including all
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources
• Identify and learn appropriate software and hardware used and supported by organization.
• Perform Remote-Access fixes at desktop level, including installing and upgrading software, installing
• Performing preventative maintenance, including checking and cleaning of workstations, printers,
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and frequently asked questions lists for end users.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues

• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Maintained office PCs, networks and mobile devices.
• Managed system-wide operating system and software deployments as well as related software upgrade problems.
• Monitored systems in operation and quickly troubleshot errors.
• Set up PCs, projectors, and microphones for use in video conferencing rooms.
• Corrected connectivity faults to restore user access to local networks, cloud-based storage and public web.
• Performed troubleshooting and repaired peripheral devices such as printers, scanners and fax machine.
• Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.

• Connected to computer of client using remote link to install programs and applications.
• Patched software and installed new versions to eliminate security problems and protect data.
• Provided Physical; support to users in 24/7 uptime environment, often working double shifts to accommodate time zones.
• Suggested software and hardware modifications to reduce lag time and improve overall speed.
• Documented technical issues and solutions to enable tracking history and maintain accurate logs.
• Installed and maintained hardware and computer peripherals to store tangible components.
• Implemented technical solutions to solve customer issues and increase satisfaction.
• Monitored system performance to identify potential issues.
• Configured hardware, devices, and software to set up work stations for employees.
• Monitored systems in operation and quickly troubleshot errors.
• Installed and maintained hardware and computer peripherals to store tangible components