Samrollah Cali

Capable IT associate with 4 years of experience as a support in managed IT services and SaaS (Software as a Service) environment. Dedicated to providing excellent and efficient service in a multi-client platform.

Junior IT Helpdesk | Managed Service Provider (MSP) - MatrixIT

(2022-01 - 2026-01)

I've gained substantial experience in remote diagnosis and troubleshooting IT-related issues in a managed IT services environment. I learned to handle multiple support tickets while adhering to their SLA in a 24/7 support setting.

• Provided the first line of remote support with the goal of first-call resolution via telephone and remote access.
• Addressed service tickets adhering to their corresponding SLA in ConnectWise Manage.
• Performed remote troubleshooting and diagnosis of software, hardware, peripheral equipment, printers, and network connectivity issues.
• Administered user set-up and access management.
• Documented resolution processes promptly, while keeping customers informed of the status of their tickets.
• Contributed to adding and updating documents in the internal knowledge base.
• Collaborated and facilitated escalation of complex issues with senior technicians for proper resolution.

Customer Support Representative (eBay Support) - Convergys

(2021-08 - 2021-09)

• Facilitated complex interactions between Seller and Buyer accounts, resolving disputes regarding account access, payment verification, and transaction security.

Librarian Assistant (Student Assistant) - STI College

Providing front-end user support for research and information retrieval

Bachelor of Science - Information Technology - STI College (2014-06 - 2019-06)