Customer Service Manager

Profile

A highly talented, qualified, experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills within 10 years of experience in Technical Support and/or Help Desk role. Work well independently, or in a group setting providing all facets of computer support such as troubleshooting, installations, and maintenance. In-depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing Customer and End-User Help Desk Support. Easily identify and resolve technical issues and concerns. Proven diagnostic abilities with attention to detail and ability to work effectively in a fast-paced environment. Demonstrated abilities to set strategic direction while obtaining superior results. Excellent communication and presentation capabilities.

Core Competence

Consistently maintains professional relationship with colleagues in other areas.

Works well independently, completes assigned task in the established timeframe, complete regular assignments without reminders or additional requests.

Works productively and professionally. Demonstrates ways to improve customer service and to increase productivity.

Demonstrates adherence to Core Standards and Behavior.

Projects an image of professionalism and expertise in all IT facets.

Contributes to the creation of a supportive work environment driven by people centric values.

Commended by my manager for being industrious, flexible and motivated employee.

Valuable combination of good public relation and leadership skill.

Great knowledge of problem solving skills

Technical Skills

Operating System: Windows XP, MS-DOS, Windows 7, Windows 8,

Software: Microsoft Office (MS Word, MS Powerpoint, MS Frontpage, MS Access, MS Outlook), Adobe Photoshop, Macromedia Flash 5, Macromedia Dreamweaver MX, Microsoft Visio, TransihgtPOS, WinPOS, Aloha, PcAnywhere, Log me In.Lotus Notes

Programming Language: HTML, Visual FoxPro, COBOL, Visual Basic, C/C++.

Other Skills: PC and POS troubleshooting, keyboarding, Networking

Work Experiences

IT Supervisor – China Banking Corporation - April 16, 2015 – Present

Job Descriptions

1. Providing technical assistance in the day to day operations of Customer Contact Center and ensure that all IT related equipment and software are running smoothly.

2. Ensuring strict and timely checking and maintenance of key CCC equipment such as PC's, printer, scanner, etc. to prevent breakdown and hardware failures.

3. Ensuring system and data security are maintained at high standards, ensuring that the integrity of the CBC network is not compromised.

4. Troubleshooting technical issue to resolved, expedite the repair of hardware faults and software configuration problems, and/or escalate to supplier or partner organizations as required in a timely manner.

5. Monitor performance of CBC systems, ensuring issues are appropriately escalated and resolved.

6. Undertaking task associated with computer systems, network, installation, system maintenance, and technical support. Manage tickets, planning and prioritizing systematically to minimize hacking and ensure operational efficiency (includes setting up of BCP for Contact Center)

7. Maintaining and develop excellent working relationships with key suppliers, conducting dealings in a professional and appropriate manner.

8. Assisting with ongoing development of related departmental policies and procedures, including appropriate controls around organizational change management.

9. Ensuring that backing up of files and call recording are properly implemented for future reference and avoid data loss.

10. Implementing project initiative that will prevent future technical issue that will hamper the day to day operations

11. Implementing project initiative that will increase productivity of the Customer Contact Center employee

12. Submit Daily, Weekly & Monthly reports (CAPEX, Equipment and Supplies Inventory, IT Monitoring Report, Mobile Phone - Monthly Billings, Daily Checklist & Weekly Task)

IT BAU Support Analyst –Australia New Zealand Bank (GSO) - July 9, 2012 – April 15, 2015

Job Descriptions

1.Provide 2nd level Technical Support & System Administration

2.Collaborate with Internal teams & resources as defined in Operational Level Agreements to ensure the efficient delivery of Services as agreed and published in Service Level Agreement.

3.Contribute to the development & delivery of the Service Level Agreements highlighting immediately any areas of concern that may affect the successful delivery of services.

4.Work under the direction of systems support officers to troubleshoot and resolve issues encountered on the production floor and by back office users.

5.Serves as primary support liaison between the IT and end-user.

6.Maintain a high degree of customer service for all support queries and adhere to all service management principles.

7.Take ownership of customer problems and be proactive when dealing with customer issues.

8.Respond to enquiries from customers and help them resolve hardware or software problems.

9.Create new user account in Active Directory.

10.Assigned as IT POC in Global Market Operations department, prioritize to troubleshoot their computer issue which result to excellent customer service.

I. T. Executive - HSBC HDPP - April 20, 2009 – July 6, 2012

Job Descriptions

1.Spearheads project implementations by taking part in various hardware/software deployments.

2.Instrumental in assisting System Administrators in addressing all calls for support in accordance with the agreed SLA targets.

3.Supports System Administrators in monitoring and maintaining system performance SLAs, these are done through daily performance and capacity inspection and the corresponding analysis on trends.

4.Support System Administrators in maintaining server, desktop and software inventory as well as historical information on each asset.

5.Proactively liaises with operations teams to identify trends and issues encountered on the production floor and provides this information to the IT team to ensure that these are addressed at the earliest possible time.

6.Under limited supervision, responsible for analysis of systems to ensure operating with specification, assists customers in diagnosing problems and on systems installation, maintenance and upgrading of computer systems and software.

7.Under general supervision, responsible for installation, maintenance and modification of user systems. Operates closely with customer to determine requirements and resolve problems. Provides general technical consulting on systems to customers. Handle UK Collection Project. Proper coordination with UK project manager, UK and India I.T. Counterpart to do software update, test and implement which lessen the UK collections downtime by 90%.

8.Handle US Collection Project. Coordinate with US and Local telecoms team, project team and local operations, do the proper planning, testing and implementing the project which result to lower Average Handling Time in call procedures.

9.Successfully migrated 2 US process to HDPP, coordinate with US project manager, US business partner, US and India IT counterpart and operations. Plan all the requirements needed, weekly meeting regarding update of the project, test all the softwares and implement the project which result to a successful migration.

10.Act as Relief IT Assistant Manager when our shift lead is on leave or handling a project.

MIS Assistant – Pancake House Group – Oct 6, 2006 – April 20, 2009

Job Descriptions

1.Responsible for installation of networking devices and make sure the connectivity of the systems is of good quality.

2.Maintains database software, including installation and testing of patches and new software versions.

3.Monitors system performance, analyzes operational problems and takes appropriate corrective action.

4.Responsible for system and network operations of all branches connecting to head office thru frame relay connections.

5.Responsible for computer hardware and software troubleshooting and configuration of all branches thru remote connection using pcanywhere, log me in, and shops.work application.

6.Responsible for installation and networking of Point of Sales and office computers of newly open branches.

7.In charge of generating different reports for accounting, marketing, operation, purchasing human resource and payroll purposes.

8.Preferred by the company to be assigned in Malaysia for technical support of the newly installed branch of Pancakehouse International, installed and network the computers for office purposes.

9.Assigned in different branches of Pancakehouse group for computer hardware and software troubleshooting and maintenance.

Trainings & Seminars Attended

Mechatronics - PUP Tagiug campus ( March 2, 2004)

Basic Networking - PUP Tagiug campus ( March 2, 2004)

Micrsoft Windows 7 Training ( Sept 4,12 & 19 2010 )

Certification

ITIL V3 Foundation

Education

Bachelor of Science in Information Technology major in Information Management, Polytechnic University of the Philippines Taguig Campus

(Graduated April 15, 2004)

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