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2018

Last Position : Technical Customer Service

Period : June 2018  to  Present

Job Description :

- Monitoring of Network, critical servers, critical systems, power system and cooling systems in Datacenter, include UPS, Generator, Precision-Air, and monitoring systems. - 1st level support troubleshooting of network, servers, and BMS with remote tools. - Proactive 247 alarm monitoring of TIDC services health through Monitoring console and basic troubleshooting to localize the case by Work Instruction Bible - Maintain and monitor the internal network of the Data Center and network equipment. Make a summary report on the care and solutions to various problems Receive problems from customers, solve basic problems If the problem cannot be resolved, open the case, forward it to the System or Network, and when the editing is done, close the case, notify the customer. - create and update reports and documents as comply with ISO standards. - Get information from customer via email phone or other channels . Investigate information from customer for example check error message or alarm from system. - Create Request or Complaint from customer and record to Ticket database system and follow up responsible team until finish and inform customer - Open Incident and follow the status until finish and record incident and Problem to Ticket database system - Contact second tier support when cannot solve the incident and follow up status until finish and then inform back to customer - Inform customer to update status,Create outage report for customer Prepare information and inform schedule plan of True IDC to customers,Update status schedule plan to customers