John Ismael Chong

• · Assessed service desk requests against predefined criteria in order prioritize them according to urgency.
• · Resolved complex technical problems by researching available solutions online or through vendor support channels.
• · Assisted in the installation, configuration and troubleshooting of operating systems and applications.
• · Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
• · Managed PC issue as remote desktop support (application, hardware, software and network)
• · Azure AD
• · AD Profile creation
• · Manage Authenticator ( okta , Mircosoft , Duo)
• · Ticketing tools ( Zendesk , Jira , salesforce , service now , remedy force )
• · Flexible to Manage L1 and L2 calls
• Network Operation Center Task
• · Noc – N central
• · Meraki monitoring
• · Cisco Logic monitor

• Collaborated with IT teams on new tools and technologies.
• Conducted extensive research into industry trends and competitive analysis.
• Assessed programs to identify risks or problems to determine appropriate responses.
• Experienced in O365 System Administration
• · Exchange Online
• · OneDrive
• · Skype for Business
• · Online MS Teams
• · M365 Enterprise Apps
• · Azure Active Directory
• · Azure AD Connect
• · Application support troubleshooting
• · Ticketing system ( Jira suite, Service now , Zendesk , ITSM old and new version )
• · Manage level 1 and 2 calls and remote desktop support
• · Password reset & software management

• · Assessed service desk requests against predefined criteria in order prioritize them according to urgency.
• · Resolved complex technical problems by researching available solutions online or through vendor support channels.
• · Assisted in the installation, configuration and troubleshooting of operating systems and applications.
• · Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.

· Technical background handled:

• website issue
• software issue
• Microsoft Office
• Computer Drivers
• Active directory,
• Azure AD
• Microsoft Exchange
• VPN and other computer issue

• Provided technical assistance to users with hardware and software related issues.
• Assessed service desk requests against predefined criteria in order prioritize them according to urgency.
• Installed upgrades to ensure that all systems were running the latest version of software and hardware.
• Resolved complex technical problems by researching available solutions online or through vendor support channels.
• · Troubleshooting VPN
• · Incident management
• · Experience in MIR 3 application
• · Basic SAP
• · Basic JD Edwards oracle application
• · Software application | Web applications
• · Escalating possible Outages network \server \ VPN
• · Active directory management
• · Password reset AD | Okta | Cisco Phones
• · AD configuration
• · Hardware /software support
• · Mobile phones configuration IOS and android

• · Assessed service desk requests against predefined criteria in order prioritize them according to urgency.
• · Resolved complex technical problems by researching available solutions online or through vendor support channels.
• · Assisted in the installation, configuration and troubleshooting of operating systems and applications.
• · Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
• · Troubleshooting VPN
• · Providing solutions troubleshooting with over 600 applications of abbott
• Software application | Web applications
• · Escalating possible Outages network \server \ VPN
• · Active directory management
• · Password reset AD | MFA Okta | Cisco Phones | Other applciation
• · AD configuration
• · Hardware /software support
• · Mobile phones configuration IOS and android

• IT support for Athome agents of Teletech for 2 1 yr with Level 1 support for Windows Operating systems.
• •Providing technical assistance to clients
• •Creating tickets for escalation purposes
• •Provide Network troubleshooting
• •Antivirus, Spyware and Firewalls and software installations
• •Provide Technical Support for Chat and Voice.
• •Familiar with active directory or A.D those agents need or what they can access