Jherold N. Aquino

* ******* **** #**-**

Singapore 080007

+65 81031119

ac0son@r.postjobfree.com

I am adaptable and responsible at work and other commitments showing myself to be self-motivated, organised and capable of working under pressure. I have a clear, logical mind with a practical approach to problem solving and a drive to see things through to completion. I enjoy working on my own initiative or in a team and eager to learn.

WORK EXPERIENCE

IT Helpdesk

Wipro Technologies Inc.

March 28, 2016 – April 13, 2017

Account: RSA Insurance Group

UK and Ireland Support

Email POC for Ireland Region

Manages Emails from users both Ireland and UK

Serves as the first point of contact for End-Users seeking technical assistance over the Phone, Chat or Email

Determine the best solution based on the issue and details provided by the End-User

Worked with Active Directory to build user profiles, reset passwords, unlock accounts, modules assistance, application support and etc.

Provide first level of troubleshooting to resolve End-Users concerns

Provide assistance via remote control service in order to install software or resolve an issue or request

Create trouble tickets and entered them into a database and correctly refer them to the appropriate team members

Worked with the creation of the team’s Knowledge-Base

Provide responses to inquiries in writing using professional email skills

Perform all task needed to ensure that KPI and SLA are met

Technical/Customer Support Representative

CONVERGYS

May 8, 2013 – Dec 19, 2015

Account: HP Printer

IPG and Cloud support

Provides assistance to customers with printer hardware concern, software and connection issue

Provides High quality customer service

Installed, repaired and maintained multi-vendor systems to Windows, Mac, IOS, Android and Chrome OS

Utilized software tools and active directories to troubleshoot networking operating systems

Installed HW/SW/Networking products and configured systems at customer sites

Insured customer satisfaction while advising on preventative maintenance and configurations

Resolved product performance problems utilizing functional understanding of company service solutions

Expert on doing printer cleanup, test and troubleshooting

Able to support different printer types (Officejet, Deskjet, Photosmart, Laserjet, Inkjet, Envy, etc.)

Knowledgeable with sales of warranty, inks and printer upgrades

Knowledgeable with connection of printer to Windows, Mac, IOS, Android and Chrome OS

Build rapport, listen, clarify and manage conversational flow

Manage upset customers, conflicts and challenging situations

Deliver outstanding service, exceed expectations and build long-term loyalty

Work in teams and in a self-directed environment

Respond to telephone inquiries, providing quality service to customers and associates inquiring about the availability of products or status of orders.

Listen attentively to caller needs to ensure a positive customer experience.

Access electronic and paper cataloging systems to look up product information and availability.

Strive for quick complaint resolution; commended by supervisor for the ability to resolve problems on the first call and avoid escalation of issues.

Excel within a service-oriented company, demonstrating a talent for communicating effectively with customers from diverse backgrounds.

PERSONAL DATA

Single. Graduated, Bachelor of Science in Entrepreneurial Management, Polytechnic University of the Philippines, Manila, Philippines.

Keen with recent technologies. Works with Active Directory, Microsoft Office, Lotus notes, Exchange server, Outlook, Data Entry, ServiceNow, Ticketing Management, Citrix, Remote Desktop, Risk Management, Application Support, Incident Management, Printer troubleshooting, tools on Mac OS and Windows.

An active person with a professional skill for ultimate Frisbee. Enjoyed music, photography, cooking, running, basketball, media, dogs and history.

EDUCATIONAL & PROFESSIONAL BACKGROUND

Bachelor of Science in Entrepreneurial Management

Polytechnic University of the Philippines

Manila, Philippines

Year Graduated: 2012

Trainings/Seminars:

BASIC LINUX

Online Training Course

Mnet IT Solutions

April 2017

IP ADDRESSING AND SUBNETTING FOR CCNA

Online Training Course

Mnet IT Solutions

May 2017

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