Ivy Hussin
I.T Helpdesk
Caloocan City,Philippines
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Technical Support Analyst
Optum Global Solutions
06.2020 - Current
- Increased first-call resolution rates by comprehensively addressing customer concerns and providing clear instructions.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Developed strong relationships with customers through consistent follow-up on open tickets and proactive communication around known issues or outages.
- Streamlined support processes by creating comprehensive documentation for common troubleshooting scenarios.
- Leveraged diagnostic tools to troubleshoot network connectivity issues, restoring critical services for clients quickly and efficiently.
- Deploy software applications, and updates to client machines using deployment server web console
- Installed, configured and maintained computer systems and network connections.
Senior Technical Helpdesk Executive
FIS Global Solutions
04.2016 - 06.2020
- Trained new helpdesk staff on company policies, procedures, and best practices for efficient onboarding and integration into team.
- Provided support for various software applications, including troubleshooting and resolving issues related to installation, configuration, and daily use.
- Maintained updated knowledge of industry trends, emerging technologies, and best practices for continuous professional growth as Helpdesk Executive.
- Provided exceptional customer service, resulting in increased client retention rates and positive feedback.
I.T Helpdesk
WIPRO
08.2015 - 03.2016
- Managed over 50 user accounts and access permissions, ensuring data security and compliance with company policies.
- Troubleshot hardware malfunctions with clients'' devices, guiding them through repair or replacement procedures as necessary.
- Participated in regular training sessions to stay up-to-date on emerging technologies and industry best practices.
- Monitored system performance to identify potential issues.
- Diagnosed and troubleshot hardware, software and network issues.
I.T Helpdesk
SIEMENS/.ATOS
01.2010 - 03.2014
- Developed an extensive knowledge base of common issues and resolutions, enabling quicker resolution times for incoming tickets.
- Enhanced customer satisfaction by efficiently resolving technical issues through phone, email, and chat support.
- Escalated critical issues to appropriate teams, resulting in reduced downtime for clients experiencing technical difficulties.
- Diagnosed and troubleshot hardware, software and network issues.
- Collaborated with IT specialists to develop comprehensive solutions for recurring technical problems.
Technical Support Professional
Sykes Asia
07.2008 - 11.2009
- Provides technical troubleshooting with Circuit issue on a T1‑circuits with Business, coordinates task with tier 2
- Requests circuit Automated and A‑Z testing
- Provides real‑time/hourly updates and resolution to customer. Coordinates with managers in regard to process and policies with testing center and tier 2 via Q‑Link Tool
- Provides RCA for issues reported
- Update ticketing Tool ‑ AOTS
- Managed high-volume ticket queues efficiently, prioritizing urgent cases while maintaining a strong focus on quality service delivery.
Technical Support Representative
Hinduja Technology, Media And Telecoms (HGS)
06.2007 - 05.2008
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Worked closely with product development teams to report bugs and suggest enhancements based on customer feedback received during support interactions.
- Strengthened relationships with key clients by providing consistent high-quality service, leading to increased account retention rates.
Technical Support Representative
Alorica Philippines
09.2006 - 04.2007
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Developed user-friendly guides and resources to assist customers with self-resolution of common technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Installed, configured and maintained computer systems and network connections.
Education
Bachelor of Science - Information Technology
Centro Escolar University
Mendiola, Manila03-2004
Skills
- Ul>
- Application support
- P>Technical issue analysis
- P>Application installations
- P>Remote Support
- P>Hardware Configuration
- P>Software Installation
- P>Remote Technical Support
- P>ITIL Knowledge
- P>User Support
- P>Service support
- P>Desktop support
- P>Network configuration
- P>Ticket support system management
- P>Microsoft Outlook
- P>TCP/IP
Certification
ITIL® Foundation Certificate in IT Service Management (ITIL V3)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Technical Support Analyst
Optum Global Solutions
06.2020 - Current
ITIL® Foundation Certificate in IT Service Management (ITIL V3)
12-2017
Senior Technical Helpdesk Executive
FIS Global Solutions
04.2016 - 06.2020
I.T Helpdesk
WIPRO
08.2015 - 03.2016
I.T Helpdesk
SIEMENS/.ATOS
01.2010 - 03.2014
Technical Support Professional
Sykes Asia
07.2008 - 11.2009
Technical Support Representative
Hinduja Technology, Media And Telecoms (HGS)
06.2007 - 05.2008
Technical Support Representative
Alorica Philippines
09.2006 - 04.2007
Bachelor of Science - Information Technology
Centro Escolar University
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