MS Team
Charoen Nomrabpon
Technical Support
Summary
Hardworking and passionate with strong organizational skills. Ready to help team achieve company goals. Experienced in Technical support with over 12 years. Excellent for resolving problems and improving customer satisfaction. Fast Learning and love to learn new technology.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
2
2
Certifications
Work History
Service Desk Analyst
HCL Technology project JLL Thailand
Bangkok
11.2022 - Current
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
- Collaborated with internal partners to effectively resolve Server and Network issues.
- Engaged in user support interactions via telephone, chat and email platforms.
- Patched software and installed new versions to eliminate security problems and protect data.
- Rolled out software updates and applied server patches to thwart threats from penetrating networks.
- Configured hardware, devices and software to set up work stations for employees.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Answered user product attribute and usage questions to promote satisfactory product ownership experience.
Service Desk Analyst
Dell (Thailand) project JLL Thailand
Bangkok
07.2013 - 11.2020
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
- Collaborated with internal partners to effectively resolve Server and Network Team issues.
- Engaged in user support interactions via telephone, chat and email platforms.
- Answered user product attribute and usage questions to promote satisfactory product ownership experience.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Configured hardware, devices and software to set up work stations for employees.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Patched software and installed new versions to eliminate security problems and protect data.
- Rolled out software updates and applied server patches to thwart threats from penetrating networks.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Maintained servers and systems to keep networks fully operational during peak periods.
Help Desk Support Specialist
UBS (United Business Solution) project Krungsri Bank)
Bangkok
11.2010 - 08.2013
- Patched software and installed new versions to eliminate security problems and protect data.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Configured hardware, devices and software to set up work stations for employees.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Configured hardware and granted system permissions to new employees.
- Installed new desktop systems and migrated data to new machines.
- Worked with document imaging technologies and deployment software.
- Walked user through series of steps to determine problem and implement likely solution.
- Maintained inventory of cell phones, laptops and peripheral equipment.
- Responded to inquiries by phone, email and walk-up requests.
- Logged activities in tracking system to maintain accurate, timely records.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Education
Bachelor of Science - Information Technology
Saint John's University
Vibhavadi Rangsit Road, Chatuchak, Thailand 10.2008 - 06.2010
Skills
Client relationship management
Technical issues analysis
Desktop support
Application support
Service standard compliance
Staff education and training
Software
MS OneDrive
Share Point
Certification
Training - Advanced Network with Network Trobleshoot
Timeline
Service Desk Analyst
HCL Technology project JLL Thailand
11.2022 - Current
Service Desk Analyst
Dell (Thailand) project JLL Thailand
07.2013 - 11.2020
Training - Advanced Network with Network Trobleshoot
11-2011
Help Desk Support Specialist
UBS (United Business Solution) project Krungsri Bank)
11.2010 - 08.2013
Certified CCNA, Cisco - 2010 -2013
11-2010
Bachelor of Science - Information Technology
Saint John's University
10.2008 - 06.2010