Open to opportunities

Ernie Sausa

@erniesausa

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Experienced Deskside Support Technician with strong troubleshooting skills.

Zimbabwe

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What I'm looking for

I am looking for a role that offers opportunities for growth and challenges in IT support.

I am a Deskside Support Technician with over 6 years of experience in IT support, specializing in hardware and software troubleshooting. My career has been dedicated to providing exceptional end-user assistance in both onsite and remote environments. I have a proven ability to resolve complex technical issues and support Level 1 escalation tickets, ensuring minimal downtime for users.

Throughout my career, I have worked with various organizations, including GMA Cavite and Transcosmos Information Systems Inc., where I provided Level 2 support and delivered technical assistance to users across the APAC region. My strong background in Windows and macOS systems, combined with excellent interpersonal communication skills, allows me to effectively troubleshoot user issues and enhance overall user satisfaction.

I am passionate about technology and continuously seek to improve my skills and knowledge in the IT support field. I thrive in fast-paced environments and am committed to delivering high-quality support to end-users, ensuring they have the tools they need to succeed.

Experience

Work history, roles, and key accomplishments

Current

Deskside Support Technician

Current

Stefanini PH

Jan 2019 - Present (6 years 6 months)

Provided Level 2 support by resolving hardware and software issues escalated from Level 1 and other resolving teams. Performed device imaging, replacements, and new hardware deployments.

Imaging IT Asset Deployment Technical Support

Technical Support Representative

Transcosmos Information Systems Inc.

Aug 2018 - Dec 2018 (4 months)

Delivered technical support to users of a major consumer electronics brand (iOS) across Australia, New Zealand, and APAC. Assisted in account management and issue resolution via phone, chat, and email.

Technical Support iOS Account Management Customer Service Email Support Chat Support

Escalation Agent/Subject Matter Expert

Hinduja Global Services (HGS)

Jan 2014 - Jan 2018 (4 years)

Acted as Point of Contact for customer escalations, preparing and presenting weekly reports. Provided second-level support to front-line agents on technical and process-related inquiries.

Customer Escalation Technical Support Process Improvement Reporting Subject Matter Expertise

Customer Sales Representative

Expert Global Services (EGS)

Feb 2012 - Nov 2013 (1 year 9 months)

Assisted customers with sales inquiries and promoted additional services for a U.S.-based satellite radio company. Handled customer sales inquiries and promoted additional services.

Sales Customer Service Product Promotion Communication

Customer Sales Representative

Stream Global Services

Jun 2011 - Jan 2012 (7 months)

Handled both local (Globe Telecom) and international (Sprint) telecom accounts, focusing on customer inquiries and plan subscriptions. Managed customer inquiries and facilitated plan subscriptions for telecom accounts.

Customer Service Telecommunications Sales Account Management