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Work Background
ibexSenior Information Technology Specialist
Oct. 2018 - Dec. 2024Portmore, Saint Catherine, Jamaica• All the functions performed by IT Field Support
• Works with IT Director to understand, support, and communicate IT initiatives in the sites
• Responsible for being primary contact with other departments, to fully understand business needs, and be able to offer solutions that meet both operational and IT goals and needs
• Responsible for the service support for all technology in the contact center, including voice circuits, telephony systems, data network circuits, LAN, WAN, servers, desktops, and applications
• Works with site management and staff, uses business knowledge, IBEX operations knowledge, and technology knowledge to ensure that business goals are met by the information technology department
• Completes system change requests
• Responsible for the upkeep of computers to ensure that all 3000+ were up to date with the latest patches and approved third party software
ibexInformation Technology Specialist
Jun. 2017 - Oct. 2018Portmore, Saint Catherine, Jamaica• Efficiently troubleshot and repaired PCs and mobile equipment to cut company costs and maximize productivity.
• Completed preventive maintenance on machines to enhance production and maintain quality.
• Inspected and tested faulty circuit boards and microprocessors.
• Adhered to safety protocols and policies to reduce workplace hazards.
• Updated and replaced outdated drivers and software for computers and office machines.
• Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
• Support for the day-to-day IT operation at the call center of over 5000 employees
• Organizes and addresses assigned tasks and tickets in appropriate priority order
• As 'the hands' at the site to address issues with voice circuits, PBX, ACD, other telephony systems, data circuits, LAN, WAN, servers, desktops, and applications
• Supports site level implementations of new pc hardware, application rollouts, and client specific activities as it relates to the desktop
• Receives and responds to workflow requests in the form of trouble tickets through the e-service ticketing system
• Administers user accounts
• Supports client needs, technology improvements, and IT Director's goals
• Research and recommend ways to improve technology service delivery
• Support and helps maintain business continuity disaster recovery plans for the center
• Network troubleshooting skills and experience with common software tools for troubleshooting such as ping, trace route, Arp, nslookup, etc
• Knowledge of data communications cabling Knowledge of Microsoft networking and Microsoft server operating systems
ibexCustomer Service Associate
Jul. 2016 - Jun. 2017Portmore, Saint Catherine, Jamaica• Keeping records of customer interactions, transactions, comments, and complaints
• Acknowledging and resolving customer complaints
• Responding promptly to customer inquiries
• Assisted customer riding with Lyft queries regarding the use of service
• Resolve discrepancies regard fair cost and authorization hold
• Communicating with customers through various channels
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
StartekCustomer Service Associate
Jun. 2015 - Jun. 2016New Kingston, Jamaica• Assisted customers in troubleshooting and fixing issues that occurs with their Sharp devices (TV, sound bar, radios, DVD etc.)
• Assisted customer in installing ceiling fans as well as how to fix their lighting and electrical issue
• Assisted with the installation, troubleshooting and replacements of thermostats
• Maintained up-to-date knowledge of product and service changes.
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