Technical Support Service
Resume:
To be able to work in a successful and result oriented company where I can contribute my knowledge in the fulfillment of its corporate vision and would further develop and expose my talent in terms of dedication and willingness towards work base on my knowledge and respective skills.
EDUCATIONAL BACKGROUND
AMA COMPUTER COLLEGE East Rizal – 1998-2004 Branch, Marcos Highway, Antipolo City
B.S. Information Technology
-Cisco1&2
-Basic Java &C++
-Structured Cabling
-Introducing COBOL
ROOSEVELT COLLEGE- Sumulong highway, Cainta Rizal
GREENVILLE COLLEGE- Belfast Street Green Park Village, Pasig City
WORK EXPERIENCE
Incident Technical Management Analyst
November 2016 – Present
ATOS
1880 Bldg Orchard ave, Eastwood City, Bargy Bagumbayan Quezon City
-Check process updates
-Check updates from immediate manager
-Use ESS for daily attendance
-Login through Citrix
-Use Workspace for auxes
-Check email for email assignments
-Create tickets through Remedy Ticketing Tool
oNew Service Request
oAlert Request
oService Catalogue Request
oSev 1 and 2 Incident ticket
Create Global Incident Posting
Create Unplanned Notification
Create incident ticket for Production and Immediate server restart request
Call the TSM (Technical Service Manager) through Workspace and get information through Comm2 Web application
oCreate Email and ticket for Decommission Servers
oCreate ticket and Assign tickets for Patching Servers
Provide Notification to the concerned teams
Graphic Artist / Virtual Assistance
June 2016 – November 2016
Off 2 Assist
-Graphic Artist
oCreate Open Houses Brochures
oCreate Sold Houses Brochures
oCreate Reserved Houses Brochures
oCreate Trifold Brochures
oPost on Social Medias of created Brochures
oDesign some company items
oUpdate finished task on Dropbox and Slack App
oUse Skype and Slack for Communication
oUse of Timeinclock for daily attendance
-Lead Generation Specialist/Virtual Assistant
oReceive calls through Mojo
oMeet quota of 4 sure leads
oReports to immediate supervisor for sure leads
oParticipate on all Managerial Meetings
oParticipate on team meetings
Service Desk Trainer/Business Analyst
December 2014 – June 2016
Carlson Wagonlit Travel
-Teachers Module of Process training Process and Tools
-Associate BQM (Bottom Quartile Management and PKT (Product Knowledge Test).
-Provides Side Barging and Side by side coaching from what agents learned from weekly training and KB (knowledge base) Update.
-Phone Support – attend to ACD Calls, answer inbound and conduct outbound call
-KB (Knowledge Base) Associate - Discuss and Edit KB
-Log/Document/Monitor Service level when team lead is not yet available on the floor
Password Reset
Remote wireless
Collaboration Tools
Telephone Voice
Remote Computer
Messaging
Hardware
Application Services
Severity 1 incident or outages
Triage – Resolve/Close Redirect tickets within Pre OLO/SLO or due dates
Handle Severity1-2 tickets or escalations
oRespond to Ticket / Request follow up via email of outbound calls or through any specific tools
oContribute / take part/ attend to team meetings or huddles
SME/OIC/TL/Service Desk Trainer
Jan 1 2013- December 2014
CitiBank to IBM IBS
-Teachers Module of Process training
-Calls, ticketing, Process and Tools
-Associate Mock calls after Process training.
-doing Side Barging and Side by side coaching for quality of trainees on the floor.
-Coaching Tickets – Attend/Monitor and Close tickets with in pre-defined SLO
-Phone Support – attend to ACD Calls, answer inbound and conduct outbound call
-Log/Document/Monitor request and incident tickets of Top8 Products directed to CLIENT
-Attended LCT- Learning Center Training- Facilitator Training Sept 9-11 2014
Password Reset
Remote wireless
Collaboration Tools
Telephone Voice
Remote Computer
Messaging
Hardware
Application Services
Severity 1 incident or outages
Triage – Resolve/Close Redirect tickets within Pre OLO/SLO or due datesoHandle Severity1-2 tickets or escalations
oRespond to Ticket / Request follow up via email of outbound calls or through any specific tools
ooContribute / take part/ attend to team meetings or huddles
Nov 2012-Jan 2013
IT Service Desk Analyst
CitiBank
-Phone Support – attend to ACD Calls, answer inbound and conduct outbound call
-Tickets – Attend/Monitor and Close tickets with in pre-defined SLO
-Log/Document/Monitor request andincident tickets of Top8 Products directed to CLIENT
Password Reset
Remote wireless
Collaboration Tools
Telephone Voice
Remote ComputeroMessaging
Hardware
Application Services
Severity 1 incident or outages
-Triage – Resolve/Close Redirect tickets within Pre OLO/SLO or due dates
-Handle Severity 1-2 tickets or escalations
-Respond to Ticket / Request follow up via email of outbound calls or through any specific tools
-Contribute / take part/ attend to team meetings or huddles
April 18 2011 – November 2012
IT Service Desk Analyst
SQME Professionals deploy to CitiBank
-Phone Support – attend to ACD Calls, answer inbound and conduct outbound call
-Tickets – Attend/Monitor and Close tickets with in pre-defined SLO
-Log/Document/Monitor request and incident tickets of Top8 Products directed to CLIENT
Password Reset
Remote wireless
Collaboration Tools
Telephone Voice
Remote Computer
Messaging
Hardware
Application Services
Severity 1 incident or outages
-Triage – Resolve/Close Redirect tickets within Pre OLO/SLO or due dates
-Handle Severity1-2 tickets or escalations
-Respond to Ticket / Request follow up via email of outbound calls or through any specific tools
-Contribute / take part/ attend to team meetings or huddles
December 20 2010 –February 1 2011
Remote Technical Support (Home base)
Unlimited Tech Support /MMC
Home Base
-Check the customer first if they agree to the said service charge
-Double check if the customer paid the service
-Check if the customers PC have Virus
-Probe for the necessary problems
-Do technical step by step procedure on software
-Check if there is other problems
October 22, 2008 – April 5, 2010
Customer Interaction Agent
Telus International Philippines
31 Discovery Center ADB Ortigas Pasig City 1605
-Check Technical Problem if problem wont solve sell Spare Parts and Accessories
-Check Warranty of each computer and sell Extended warranty if needed
-Chassis Support for Spare Parts
-Must be updated to all Program (Applications and Operating System Management Support)
-Sales Support
-Customer Experience
June 2007 – July 2008
Customer Service Representative
ICT Marketing Services
MK-2 Bldg. Riverbanks Marikina City
-Calling for response to conduct Survey
-Call for TL/Coach immediately if respondent ask for a Supervisor
-Dispose all call in correct disposition codes
-All Q.A report must be submitted to the Office and ask for supervision if grade is lower than 80%
March 2006- September 2006
Professional Game Trainer
Play Forum International
1801 Antel Bldg. Ortigas Center Pasig City
-account WOW (World of Warcraft)
-explain the rules and regulations of the company according to the account that I handle to the trainees
-explain the rules andregulation of the game it self
-PK(player Kill)
-MOBS or disorderly crowd monsters to kill
-Chatting to another player most specially Koreans
Professional Game Masters (PGM) / Game Trainer
-WOW (World of Warcraft)
-Lineage I
-Ask for our supervisor if we experience PK (Player Kill)
-Ask for our supervisor if we got an epic/legendary items
-Required to put in twelve (12) hour shifts
October 25, 2004 – February 9, 2005
Technical Support Representative
SITEL Philippines
Cyber One Building 25th floor #11Eastwood Avenue E. Rodriguez Jr. Ave. Quezon City
-Technical Support - Program (Applications and Operating System
-Warranty Support Management Support)
-Chassis Support - Sales Support
-Customer Experience
CHARACTER REFERENCE
Allen James Skribikin
Appointment Setter
Home Based Off2Assist
Phone:092********
Zahra Mongoso- Cruz
My ODesk
Appointment Setter
Homebase
SSS Village Marikina City
Phone: 091********
Jona Castro
CWT (Carlson Wagonlit Travel)
ITBA /Global Service Desk
Zuellig Bldg, Paseo de Roxas, Makati Ave, Makati City Manila 1272
Phone: 093*-***-****
Contact this candidate