Manager Technical Support

Lailani Jocson

** * **** ******, *** ** San Jose CA 95112

Mobile Number: 408-***-****

E-Mail: *******.******@*******.***

Summary of Qualifications

Service and customer oriented IT professional who has 13 years work experience concentrated on Help Desk and Technical Support.

Fun and easy going individual who is a great team player, fast learner and can work with minimum supervision.

Years of background working in BPO, Data Centre, Manufacturing and Telecommunications, ranging from start-up to multinational companies.

Proven success working in high-volume, technical concerns from end-users, customers and VIPs.

Received outstanding rating from performance review.

Empathetic and articulate when dealing with user concerns.

Technical Knowledge

Server: Active Directory, Exchange, System Center Configuration Manager, Cisco Unified Communications Manager, Kolmisoft

Incident Management: Remedy, Freshdesk, Zendesk, Service-now

Software: Office 365, eGroupware, Windows XP/Vista/7/8/10, Sharepoint, Bomgar, Zenprise, Acronis, RSA SecurID

Platforms: Asterisk, Microsoft Windows, Linux

Key Skills

VoIP

IP PBX Configuration and Deployment

Technical Troubleshooting

Software Installation

End user support and training

Printer, copier and AV support & troubleshooting

Team Collaboration

Analytical Skills

Complaint Handling

Product Support

Testing and Troubleshooting

System Administration

Research and development

Vendor/Contractor management

Remote Support

Incident and Request Management

Mobile Device Management

Communication & People Skills

Professional Experience

Technical Product Manager Oct 2014 – Jun 2017

Interfone Pte Ltd, Singapore

-Computed and debugged the current flagship product “InterfoneSIM”

-Reconciled with corporate clients

-Improved sales by 30% by providing in-depth technical product training to Operations and Sales Team and facilitated weekly individualized coaching to customer service representatives and by providing direct training to clients.

-Overhauled and strengthened interdepartmental relations.

Computer Analyst Nov 2011 – Oct 2014

Coherent Pte Ltd, Singapore

-85% first-call resolution ratio.

-Developed in-house training course for new hires.

-Strengthened communications between all Level 1 Support from offices across the globe.

-Installed and diagnosed new laser manufacturing equipment and peripheral inside the clean room.

-Collaborated with Systems Engineers from head quarters to test and facilitate update and new system roll overs.

Systems Administrator Feb 2011 – Jul 2011

Singapore Exchange via TechCom Solutions Pte Ltd

-Led and managed Systems Engineers in building and mounting servers.

-Presided project meetings with Bank clients

-Built and implemented effective roster that increased work efficiency, low payroll costs and turnover rates.

Technical Support level 3 Jul 2004 – Jan 2011

Collective Solutions International, Philippines

-Led Desktop and VoIP Support team

-Established strong relationship with Country and Operations Managers

-Designed and administered client call flows and IVR

-Built and developed IP PBX Systems for both Inbound and Outbound campaigns

-Standardized IT Service Management

Initiated creation of Knowledge Base for call center agents

Education & Certification

Bachelor of Science in Computer Engineering 1998 - 2002

AMA Computer University, Philippines

ITIL Foundation 2013

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