Jeff Maluenda

Experience

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  Solar Entertainment

  Jul 2009 - Dec 2011

  Traffic Sales Assistant
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  Caspo Incorporated

  Dec 2011 - Nov 2013

  IT Helpdesk Desktop Support Technician

  Responsible for Level 1 analysis, diagnosis and resolution of desktop problems for End users.Sofware / Hardware / Network troubleshootingQuality of work on all service requests/ incidentsManage ticketing system

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  Stream Global Services

  Dec 2013 - Nov 2014

  Service Desk Analyst

  Responsible for providing technical support via phone, email or chat to end-users and client contacts. Identifying and escalating requests requiring urgent attention according to SLA. Research answers to inquiries, requests or issues using available information resources. Handle special tasks or projects assigned. Create, configure, maintain, transfer, and delete internal network and application access such as Active Directory, LAN, Lotus Notes accounts, MS Exchange accounts, Inbound and Outbound Telephony accounts. Respond to follow-ups and inquiries of all incidents handled by Tier 1. Show less

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  Convergys

  Mar 2014 - Dec 2018

  Building, Maintaining, and Decommissioning service request forms in SMS. Managing requests submitted in SMS by monitoring Approval Process and Request SLAs. Provide the necessary action to make sure that requests is being routed to their respective facilitating team. Providing support to any SMS related issues or service requests by either providing resolution or at least endorsing the issue appropriately to the concern team. Continuously seeking ways to further improve the system to keep up with the ever increasing demands by the company. Show less Responsible for providing technical support via phone, email or chat to end-users and client contacts. Identifying and escalating requests requiring urgent attention according to SLA. Research answers to inquiries, requests or issues using available information resources. Handle special tasks or projects assigned. Create, configure, maintain, transfer, and delete internal network and application access such as Active Directory, LAN, Lotus Notes accounts, MS Exchange accounts, Inbound and Outbound Telephony accounts. Respond to follow-ups and inquiries of all incidents handled by Tier 1. Show less

  • Sr. Associate IT Service Management

    Nov 2014 - Dec 2018

  • Global Service Desk Analyst

    Mar 2014 - Nov 2014
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  Global Payments Inc.

  Feb 2019 - now

  Asset Analysts