Gabriel Honrado Fermin

• Providing technical support through remote session. Diagnose and resolve hardware, software, and network issues via phone, chats and emails.

• Install, configure, and troubleshoot operating systems, applications, and devices.

• Ticket handling, setting up prioritization depending on the SLA and urgency.

• Escalate complex issues to higher-level support teams or vendors as needed.

• Doing onboarding and offboarding tickets then setting up machine configuration of end users in system and application usage.

• Knowledge of Active Directory, Office 365, and ITSM tools.

• Won Bravo award, Pat on the back award, Rookie of the month award and being a top agent of the month.

• Analyzes and probing technical problems on the phone with clients
• Monitoring emails for problem reports
• Monitoring internet traffic via vManage/Netlive/iMaster
• Creating fault ticket for reference to resolve issue of client
• Pinging and node testing of specific port to verify status of each trouble
• Troubleshooting internet issues and other devices such as SDWAN/WIFI/LTE
• Providing daily incident report of all created tickets every month to our support team and clients

• Giving assistance to customers among different countries with excellent service, to ensure the best shopping experience for them
• Perform inbound and outbound calls to verify customer’s order by confirming the information on our end
• Perform investigations into suspected fraud and suspicious activity
• Cancelling unverified orders and keeping customer’s information safe to avoid identity theft/fraud

• Insert customer and account data by inputting text based and numerical information from source documents within time limits
• Compile, sort and verify the accuracy of data before it is entered
• Responsible for entering important company data and keeping records accurate and up to date
• Transforming hard copy data into readable software file