JAMILLE JOHN ROTEL

Work History

Canon Business Process Services

10.2022 - Current

Maintains and diagnoses issues related to automation software and virtual machines
Ensure seamless running of batch process/application through proactive & regular health checks
Conducted regular maintenance and troubleshooting of Windows Server and Microsoft SQL Database
Performed root cause analysis of reported issues to enact corrections.
Participated in team meetings weekly, asking questions and providing input on case backlog, technical processes, and new processes within the department

DXC Technology

06.2021 - 10.2022

Direct and manage a small service desk of multiple staff and be accountable for all related processes of the desk and staff day to day matters
Consults with users to administer effective frontline assistance to customers where inquiries are beyond the knowledge of helpline agents
Serve as an escalation point for unresolved issues and use discretion to solve matters
Provide 3rd Tier support to all levels of Service and Implementation
Evaluated team-member technical skills and provided corrections plans as needed
Updated help desk manuals and guidelines as technology needs changed with new software applications
Provided regular training opportunities to keep Help Desk staff technologically up to date
Monitored service calls for courtesy and patience
Troubleshoot hardware and software related problems
Collaborated with Support Engineers at different levels to find solutions

DXC Technology

06.2018 - 06.2021

Incident Management - Reviewing all tickets which have been logged under Service Desk
Coaches and mentors' level 1 helpdesk staff
Assists Help Desk Supervisor with quality assurance tasks, i.e., call monitoring and ticket reviews
Assisted with implementing and developing customer service training processes
Maintained up-to-date knowledge product and services changes
Answered incoming customer support calls and created detailed tickets to track and resolve issues
Worked with the rest of the IT department on upgrades and software rollouts
Manage user accounts and permissions in Office 365, configure and troubleshoot email and communication settings, support users in utilizing Office 365 applications effectively.
Troubleshoot Exchange performances issues with mail blockage, spam, Outlook (OWA) access, and slow performances, providing remote diagnosis and resolution
Create, modify, and deactivate user accounts as needed, set up and manage user permissions and access levels, perform regular audits to ensure compliance with security policies.

DXC Technology

12.2015 - 06.2018

Diagnosed, troubleshot, and worked to resolve service issues
Manage and resolve IT service requests and incidents
Answered incoming customer support calls and created detailed tickets to track and resolve issues
Worked with the rest of the IT department on upgrades and software rollouts
Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
Identified system hardware, network infrastructure, and connectivity issues that prevented execution of user-initiated tasks.
Manage user accounts and permissions in Office 365, configure and troubleshoot email and communication settings, support users in utilizing Office 365 applications effectively.
Troubleshoot Exchange performances issues with mail blockage, spam, Outlook (OWA) access, and slow performances, providing remote diagnosis and resolution
Create, modify, and deactivate user accounts as needed, set up and manage user permissions and access levels, and perform regular audits to ensure compliance with security policies.