Customer Service Technical Support

MARK JORDAN C. BALDOS

*** ******** **. ******, ********* Pasig City

Mobile No. 094*-***-**** / Email: ******************@*****.***

Degree : Bachelor of Science in Computer Science (2013)

AMA Computer College – Pasig City

Vocational : Computer Technology (2006)

University of Northern Philippines

Training : Basic, Intermediate and Advance Computer Concept

Technical Education and Skills Development Authority

(TESDA) – Pasig City (2004-2005)

Nationality : Filipino

Marital Status : Single

Core knowledge and skills areas

Hardware and Software Troubleshooting

IT Support

Communication skills

Comfortable with multi-tasking

Strong organizational

Detailed oriented

Customer service

Computer savvy

PROFESSIONAL EXPERIENCE

PASIG CITY COMMAND CENTER - GOVERNMENT OF PASIG CITY

Disaster Risk Reduce Management Office

CCTV Operator /Support Staff

August 2014 – May 2016

JOB ROLE:

CCTV Monitoring

oMonitoring weather updates.

oMonitoring water Level, flood Control.

oMonitoring suspicious person and activities.

oGiving traffic advisory and monitoring traffic situation in Pasig City.

IT Support

oInstalling and configuring computer systems.

oDiagnosing and solving hardware/software faults.

Radio Dispatcher

oDispatching the proper emergency personnel such as Police Officers, Traffic Enforcers, Security Force, Bureau of Fire Protection and Ambulance.

Call Agent

oResponsible for helping callers remain calm enough to provide the information first responders need to understand the full scope of a situation.

oPrioritizing calls based on the nature of an emergency, providing instructions on life-saving emergency medical interventions.

PLDT - Philippine Long Distance Telephone Company

TECHNICAL SUPPORT ORAGANIZATION

Single Person Of Contact (SPOC)

Nov 2016 – Feb. 2017

JOB ROLE:

Service requests, problems and incident are directed to SPOC service desk to log in the ticketing system to resolve.

Monitors the progress of all open tickets, prompting action on tickets that appears to be stalled and closing tickets that have been resolved satisfactorily.

Identify and manage the risk, minimizing the outcome and escalating where appropriate.

Dispatching field engineers and technician on the site for isolation of the area to solve the technical issue of PLDT internet connection, telephone problems and other concern in expected time request of the clients/ costumers.

To set expectations of customer service excellence delivery and ensure all department service level agreements are met and/or exceeded.

*Character References available upon request

Mark Jordan C.Baldos

Yours sincerely

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