Triko Marcello

About Me

Dear Talent recruitment,

I’m IT Talent who has 10 years experience with Remote support, and 5 years as customer support.

Usually i’m using webex, ms teams, teamviewer, sccm, RDP, or quick assist tools to do remote.

I’ve experience with L1 & L2 Support troubleshooting (Active Directory, O365 (Ms.Teams, Power BI, Sharepoint, Office application, yammer, One Drive),Service now ticketing system, AS400, Internet issue, Clipper, Compleo, Avaya, Pure cloud, Dashboard Emite, Skype for Business, cisco Webex, Filezilla, Tax application (ESPT), Re-image Windows 10, Cisco VPN, RSA, Citrix,  Remote tools (SCCM, Teamviewer, RDP), Symantech Endpoint Protection, Verint, Workbench application, sales system(Proposal, AMOST, Salesforce), etc)

if you found my qualification is meet your requirement, please don’t hesitate to reach me.

Thank you for your time.

Regards,

Triko Marcello.

Education

Bachelor of engineer 2015

Binus university

Work & Experience

Customer support Lead

GEP

06/28/2021 - 07/19/2021

Service desk lead

Cognizant Technology solutions

07/01/2020 - 06/27/2021

•Respond to requests for technical assistance in person, via phone, and email or chat. •Research questions using available information resources •Advise user on appropriate action •Identify and escalate situations requiring urgent attention • Create Weekly & monthly report •L1 & L2 Support troubleshooting (Active Directory, O365 (Ms.Teams, Power BI, Sharepoint, Office application, yammer, One Drive),Service now ticketing system, AS400, Internet issue, Clipper, Compleo, Avaya, Pure cloud, Dashboard Emite, Skype for Business, cisco Webex, Filezilla, Tax application (ESPT), Re-image Windows 10, Cisco VPN, RSA, Citrix,  Remote tools (SCCM, Teamviewer, RDP), Symantech Endpoint Protection, Verint, Workbench application, sales system(Proposal, AMOST, Salesforce), etc) •Knowledge Based Management •Supervised IT Service Desk Operation •Manage IT Staff by recruiting, training & coaching employee, communicating job expectation and appraising their performance. •Maintain IT Service Desk Performance to meet Customer needs. •Handling Complaint and escalation • Review SOP continuously. • Making inprovement plan with senior manager. • Handling +/- 4500 end users. •Team leader of 8 service desk agent.

Service desk lead

HCL Technologies

09/26/2016 - 06/30/2020

•Respond to requests for technical assistance in person, via phone, and email or chat. •Research questions using available information resources •Advise user on appropriate action •Identify and escalate situations requiring urgent attention • Create Weekly & monthly report •L1 & L2 Support troubleshooting (Active Directory, O365 (Ms.Teams, Power BI, Sharepoint, Office application, yammer, One Drive),Service now ticketing system, AS400, Internet issue, Clipper, Compleo, Avaya, Pure cloud, Dashboard Emite, Skype for Business, cisco Webex, Filezilla, Tax application (ESPT), Re-image Windows 10, Cisco VPN, RSA, Citrix,  Remote tools (SCCM, Teamviewer, RDP), Symantech Endpoint Protection, Verint, Workbench application, sales system(Proposal, AMOST, Salesforce), etc) •Knowledge Based Management •Supervised IT Service Desk Operation •Manage IT Staff by recruiting, training & coaching employee, communicating job expectation and appraising their performance. •Maintain IT Service Desk Performance to meet Customer needs. •Handling Complaint and escalation • Review SOP continuously. • Making inprovement plan with senior manager. • Handling +/- 4500 end users. •Team leader of 8 service desk agent.

Skills

IT Troubleshooting
100%
Customer Service
100%
Quality assurance
100%

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