Software Solution
Gender: Male
Nationality: Cambodian
Work Experience
Software Solution
- 2012
to Present
Khmer Information Technology (KIT), - Phnom Penh
Infomation Technology
• Almost 2 Years in Outsourced employee in position IT Support and Data Center assign to British American Tobacco (Cambodia) Limited:
• Providing 1st line technical support, answering support queries via phone an email.
• Remote administration and management of customer premises equipment.
• To log and priorities system and user support calls for the second line support team.
• Carrying out user administration and set up.
• Recording an action faults as reported on: PCs, servers, laptops and mobile.
• Determining the nature of faults and the steps required to rectify it.
• Closing the job when normal service is resumed.
• The update and maintenance of the IT service desk authorized user’s database.
• Track monitor and report on all.
• Help Desk incidents within defined customer service levels.
• Responsible for diagnosing and resolving hardware, software an end users problems.
• Acting as the first point of contact for all IT and technical queries.
• Developing the infrastructure and systems to meet the company’s needs.
• Working within a TCP/IP network environment, including DHCP, DNS an Ethernet, involved in the rollout of software updates and patches.
• Investigate specialist and complex IT support issues.
• Communicating with third party technical specialists.
• Configuring and managing backup and restore procedures.
• Maintaining a wide range of computer hardware and software.
• Identifying and reporting on the budgetary implications of IT projects an upgrades.
• Provide secondary support for LAN administration.
• Responsible for allocating work to junior staff an induction training for new staff.
• In-depth knowledge of Microsoft Windows client operating systems, XP, Vista, 7 / Windows and Microsoft Office up to Office 2003-2010.
IT Helpdesk Technician
- 2011
to 2012
British American Tobacco - Phnom Penh
Tobacco
• 2 Months in position IT Helpdesk Technician:
• Providing technical support over the phone to all IT users.
• Handling incoming incidents via the phone / e-mail promptly an effectively.
• Diagnosing and resolving a wide range of technical issues over the phone.
• Take ownership of a call and seeing it through to closure.
• Escalating calls an issues where necessary to senior managers and team leaders.
• Investigating an implementing ways of reducing calls to the Help Desk.
• Ensuring that all call details are captured an entered in the logging software.
• Updating support documentation.
• Answering and responding to all calls and requests within agreed time scales.
• Keeping customers updated as to progress.
• Provide troubleshooting and configuration support for client desktop and networking environment.
Education
BA in Information Technology in Network Technology
- 2007
to 2010
Build Bright University - Cambodia
Skill
Microsoft Office (Word, Excel, PowerPoint)
,
Email (Outlook, IBM Lotus Notes)
Language
English (Fair)
,
Khmer (Native)
About Me
PROFESSIONAL TRAINING
December, 2014 SUNRISE Information Center
Certificate of Course Completion CCNA Routing & Switching: Routing & Switching Essentials.
January, 2011 SUNRISE Information Center
Certificate of Cisco Certified Network Association (Discovery: Networking for Home and Small Businesses).
June, 2010 SUNRISE Information Center
Certificate of IT Essentials: PC Hardware and Software.