Renz Gemmo Abedejos

Provided Level 1 and Level 2 IT support in large-scale enterprise environment, managing incidents, service requests, and escalations.

• Supported VoIP systems, including SIP for call setup and troubleshooting, ensuring effective call routing and quality assurance.
• Executed workstation imaging and rebuilds for Windows and macOS devices, enforcing security compliance through Active Directory.
• Provisioned laptops and peripherals for employees, ensuring domain enrollment and day-one readiness with asset tagging.
• Delivered white-glove IT support for executives during meetings, client events, and presentations.
• Conducted onsite and remote troubleshooting for hardware, software, and connectivity issues across Windows 10/11 and macOS.
• Utilized ServiceNow and Zendesk for ticket management, prioritizing escalations and documenting SLA compliance.
• Resolved access and configuration issues with Microsoft 365 applications, enhancing user experience across collaboration tools.

• AT&T Connected Car (Technical/Sales Account)
• • Assisting customers to connect their portable devices (phones, laptops, and other car applications) to connect with their In-car WIFI service.
• • Soft sale account offering the WIFI service to the customer to reach sales goals every month.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Provided primary customer support to internal and external customers in a fast-paced environment.

• Provided on-call support for critical technical issues related to Windows 10 and Microsoft applications.

• Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.