Dexter Catiis

Experience

• 

  IBM Malaysia

  Jul 2002 - now

  - Deal with Australia and New Zealand Customer to understand their need for break-fixed on their IBM and Lenovo xSeries Servers.- Guide Customer on initial trouble shooting to identify the server fault and recommend immediate resolution for the issue.- Communicate problems and issues to the Lead Product Specialist to ensure escalation for complex problem is being handled properly- Orderd CRU (Customer Replaceable Units) part like hot swappable harddisk, memory modules, power supplies, raid cards, etc for customer once identified as faulty.- Guide customer in installing sent CRU parts if still required.- Identified service provider to be assign to attend on the issue which required and Onsite Technician.- Assist in Ordering parts and ensure ETA and SLA is met for customers requiring for Onsite Technician. Show less - Received calls from both Internal and External IBM Philippines Customer for their IBM products, server, point of sales, atms, software and other hardware problem- Talks to the User to verify the initial issue.- Communicate with Philippines CSE/Engineers and SSRs to escalate and explain errors from call received and assign.- Call back customers to update status of the service call placed.- Do a day to day end report of the calls assigned for Country Management reference.- Assist CSE/Engineers and SSR in Ordering part needed for the Customers.- Assist in training newly hired team member on Country Process. - Act as Team Line Lead as point of contact for Country Escalation. Show less - Received calls from both Internal and External IBM Customer for IBM Product, Server, point of sales, atms, software and hardware problem.- Talks to user to verify initial issue and concern.- Verify Status of machine reported for proper Dispatching and Assigning. - Communicate with account Engineers and explain errors and or to recommend changes from the call received.- Received and Encode reports from Field Personnel to a Shared Database.- Responsible in creating daily reports for Assigning, Escalation for Close and Open Cases. Show less

  • xSeries Hardware Technical Support Specialist (IBM and Lenovo Servers)

    Feb 2012 - now

  • Customer Service and Solution Specialist

    Jul 2005 - Feb 2012

  • Customer Support and Solution Specialist

    Jul 2002 - Jul 2005