Allein Garcia

Experience

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  ADREM Distribution Specialist Inc

  Jan 2005 - Jan 2006

  Data Encoder / IT-Technical Specialist

  • Encode and process Sales Invoices from manual form.• Prepare Product Inventory Pick-list for the Inventory Control Management.• Process Daily Sales Reports and updates accounts receivable.• Perform Monthly system backup for booking and ex-truck database.• Provide technical knowledge and skills in an event of System or Hardware Failure(s) and troubleshoots the problem.• Provide regular maintenance of Company’s system and resources.

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  AOL

  May 2006 - Jun 2008

  Technical Consultant – Tier II

  • Answer calls through chat or e-mail and address member's technical support needs or handle/route accordingly.• Provide first and second level technical support on operational, connectivity or issues of AOL software, Security and application suites.As well as its Internet web portal using documented procedures and available tools.• Use troubleshooting techniques and tools to identify exact problem and follow guidelines in addressing the member’s issue either online or through follow-up e-mail.• Advise/educate customers within procedural guidelines to ensure a complete solution to their technical or service questions.• Escalate problems to proper departments by filing host problem reports when unable to make proper determination.• Ensure proper handling of chat conversation(s) by following standard call flows.• Remain knowledgeable of AOL’s software versions, features and Internet technologies. Show less

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  ETelecare Global Solutions (AOL MSPI Transition)

  Jun 2008 - Aug 2009

  DELL Technical Support Professional | Americas & Asia-Pacific

  • Provide first level technical support on basic operational or maintenance of computers and peripherals using documented procedures and available tools.• Diagnose and troubleshoot via chat/email/remote assistance, computer systems, peripherals and software systems within SLA to Corporate Business Group and Small-Medium Business.• Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls or parts-only replacement.• Remain knowledgeable of Dell's product line and service offerings, current industry products and technologies.• Escalation of issues to the Product Support team and/or Technical Support Manager in order to resolve the issue to the customer's complete satisfaction.• Analytical, articulate, result-oriented and provide excellent follow up through outbound call or e-mail.• Maintain accurate call logging and tracking into helpdesk database.• Possess the ability to work with diverse range of people with varying levels of technical understanding and ability in ainternational environment.• Complete required product training modules on time to remain competent of currenttechnology offerings. Show less

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  UPS

  May 2010 - Feb 2011

  Freight Representative II

  • Schedule and process shipment request from US Freight Customers.• Contact US Service Centers for the availability of drivers/trucks and/or check ETA of pickups.• Advice customers regarding the status of the pickup request or ETA of delivery.• Create a case for the escalation group for shipping/delivery issues reported by customers.• Process payment, claims, refunds, accounts and billing concerns.

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  TeleTech

  Feb 2011 - Jun 2012

  IT Desktop Support

  • Provide exceptional IT service delivery to a large number of consultants and management support staff.• Deploy, support, and maintain a fleet of workstations and peripherals.• Resolve trouble tickets as received from the Help Desk System and respond via e-mail, chat, phone or remote desktop connection in a timely manner.• Responsible for the reimaging of desktop systems, updating of application/clients software and perform thorough testing of new client software prior to deployment.• Manage users and computers on Microsoft Active Directory and VLAN switching configuration.• Manage e-mail and communicator accounts on Microsoft Exchange Server.• Set up equipment for employee and client use, performing and ensuring proper installation of devices, operating systems, and appropriate software.• Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities.• Confer with staff, users, and management to establish requirements for new systems or modifications.• Interact and coordinate with other IT Support Specialists from the US and other remote sites for systems patches and updates that is being required by the clients.• Refer major hardware or software problems or defective products to vendors for service. Show less

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  UnitedHealth Group

  Jun 2013 - Dec 2016

  Senior Technology Support Analyst

  • Provide exceptional Level 2 IT service delivery to a large number of onsite and onshore users as well as management support staffs.• Resolve trouble tickets as received from the Help Desk System and respond via phone, chat, e-mail, or remote desktop connection in a timely manner.• Provide hardware and software provisioning for new/existing users• Troubleshoot VDI, Citrix, enterprise applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed.• Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities.• Provision/configure IP Telephony and extensions (Avaya and Cisco IP Phone)• Provide support for lifecycle/job function hardware upgrades.• Manage/maintain hardware inventory and documentation (e.g., asset management tools, LAM, hotswap inventory)• Ensure proper implementation of security requirements for hardware/software and data (e.g., system access, encryption requirements)• Adhere to applicable service/support standards/requirements (e.g. Policies/Procedures, SLAs)• Refer major hardware or software problems or defective products to vendors for service.• Act as a technical resource to others to resolve problems, issues, errors or related Show less

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  Optum

  Dec 2016 - Apr 2024

  Senior Technology Support Analyst – Citrix/VDI SME

  • Provide Level 2 VDI/Citrix Support for Optum’s internal employees and Contractors in India, Philippines, and Puerto Rico locations.• Troubleshoot VDI, Citrix Enterprise applications and assign complex or out of scope issues to Level 3 VDS and/or Citrix IMS Team• Act as an SME resource to colleagues to resolve complex issues of their end-users.