Technical Support Service

ERIC V. BANIQUED

** ****-* ******* **., Pilar Village, Las Pinas City

Mobile No.: (094*-*******, (099*-*******

Email Address: ************@*****.***

Objective: To strive for a better working environment that will promote my growth not just as an individual but also as a team player among professionals

Work Experiences:

October 2015 – January 2019 Associate Infrastructure Analyst – Team Lead UST Global Inc.

- Managed a total of 10 IT service desk agents that provided L1 and L2 remote technical support for both Windows and Mac OS workstations and servers

- Contributed to the establishment of ITIL based service desk processes for Incident Managements

(including major incidents) and Change Requests Managements

- Contributed to the standardized documentation of service desk knowledgebase

- Contributed in creating daily and weekly reports used by management for weekly reviews with clients based on SLA and client requirements

- Contributed in the streamlining and improvement of service desk processes including automation of common service desk process to reduce human error and time consumption on manual labor

- Contributed to the creation of Value Added Services proposed and availed by client

- Conducted weekly team meeting with team members to ensure that each team members are consistent in meeting individual SLA targets

- Served as a backup Red Hat Server Administrator

December 2013 – October 2015 Team Leader – Customer Solutions Altisource Business Solutions Inc.

- Awarded as Top Team Lead for Q4 of 2014

- Managed up to a total of 30 pioneering agents later on managed two teams within the account.

- Contributed to the establishment of existing call flow processes for technical support and QA guidelines (initial draft) of the account program

- Contributed to the establishment of incentives programs to drive the agents to meet service level agreements with the account program

- Contributed in creating daily and weekly reports including reports used by management for weekly reviews with the client

- Contributed to the workforce management of the account including call volume analysis, headcount allocation and scheduling.

- Conducted daily and weekly coaching sessions, team huddles, and trainings to ensure that individual and team stats are met within service level agreement

- Handled call escalations and complaints including coordination with other Tier groups January 2013 – October 2013 Team Lead

Iopex Technologies Philippines Inc.

- Managed up to a total of 25 agents and their individual and team stats to be able to meet client service level agreement for the account

- Conducted product & skills training to new hires of the account

- Handled call escalations & call flow processes of the account

- Conducted random live call monitoring for QA purposes

- Conducted daily & weekly coaching sessions and team huddles with the agents in order for them to monitor their stat improvements, attendance, productivity and quality audits as well as be informed and updated with the changes of the account program

- Coordinated with internal QA & Training department on Sales, Tech., & Communications training

- Conducted daily end of day & weekly board review reports to client to monitor team & individual performance in evaluating accounts performance and creating action plans for improvement and consistency in meeting client requirements and service level agreements September 2012 – December 2012 Tier 2 Remote Technical Support Representative Iopex Technologies Philippines Inc.

- Provide premium (paid) technical support on computers & electronic gadgets for US residential customers

- Rendered floor support & acted as SME (Subject Matter Expert) to new hires for Saveology account

- Became POC (point of contact) for the Saveology account mentoring agents on the floor

- Conducted product & skills training to new hires of the Saveology account May 2007 – September 2012 Remote Support Technician Telus Premium Care, Telus International Phils.

- Awarded Technical Knowledge Prime & Mentor of the Year for 2012 in Premium Care

- Awarded Certificate of Recognition for Overall Customer Satisfaction Rating for August 2010

- Initiated the coordination between Premium Care & with the Level 2 Agents of Telus ADSL Tech

- Support on screening calls for Premium Care

- Passed the requirements for Comptia A+ Certification & Apple Certification Exams for Support Professional (10.5)

- Initiated the creation of a detailed manual for one of the RST tools namely, HijackThis used by Premium Care RSTs

- Gave informal training to the trainors of ADSL as requested by the training department on Log Me In Rescue

- Conducted training to RST in becoming RST Technical Prime

- Contributed to the development of the different workflow process of Telus Premium Care

- Provided a fee-based computer hardware & software technical support service to residential customers in Canada

- Took escalated calls as needed in dealing with complex computer issues October 2006 – April 2007 Customer Interaction Agent Ambergris Solutions, Inc.

- Technical Support Representative for Telus ADSL

May 2002 – October 2006 Network & Systems Administrator Kameraworld Inc.

- Upgraded the network system from Windows NT Servers to Windows 2000 Active Directory

- Planned & implemented the Kameraworld VPN (Central POS System) via PLDT Shops.Work

- Planned & implemented FTP servers as facility for transferring data from head office to branches, branches to head office & branches to branches

- Planned & implemented the migration of desktop computers & setup users on Microsoft Office to Open Office System

- Upgraded network security, internet & email access for employees

- Provided technical support for Kameraworld Head Office & Kameraworld branches

- Conducted annual seminars on Basic PC Troubleshooting, Basic PC Networking, Basic Information on Internet, Computer Viruses & Antivirus Programs, Basic Network Security Measures

- Maintained & administered the network system including security, firewall & antivirus programs

- Monitored & inventoried company’s computers, printers & networking equipment May 2001 – April 2002 Network Administrator/Computer Technician Internet Zone Internet Café

- Provided maintenance, monitoring & technical support of all computers, printers & networking equipment of the internet cafe

Skills:

- PC Assembly, troubleshooting, maintenance & upgrades

- PC Networking: TCP/IP, LAN, WAN & Wireless technologies, broadband connection like frame relay modem, DSL modem & routers, WiFi & Bluetooth technologies

- Dot Matrix & Inkjet printer repairs & maintenance, particularly Epson Dot Matrix Printers & Canon Inkjet Printers

- Troubleshooting & maintenance of Noritsu 3001 Photodeveloping Machine

- Configuration of Cisco Routers: Cisco 800 Series Routers

- DOS, Windows 3.1, Windows 98, Windows NT, Windows 2000, Windows XP, Windows Vista, Windows 7, Windows 8, Windows 10

- Windows NT Server, Windows 2000 Server, Windows 2000 Advanced Server Operating Systems, Windows 2012 Server, Active Directory and MS Exchange Server administration

- Citrix Metaframe

- Red Hat Linux Server, Ubuntu OS server installation, configuration and administration

- Installation, configuration, administration of Lotus Domino Server Release 5 & Lotus Notes Client Release 5

- Basic Adobe Photoshop

- Microsoft Office & Open Office System – well verse in Excel, Word, and Powerpoint

- IIS Server configurations for Web Hosting on Windows 2000 Server & Windows Advanced Server

- Winroute Firewall Application

- Configuration & maintenance of FTP Servers & client access

- Common network & internet security measures

- Symbian Operating Systems, Symbian C++ programming

- Visual C++ Programming

- Apple Macintosh OS X 10.5, 10.6, 10.7, 10.8, 10.9, 10.10 including iOS platforms

- Android OS platform

- ITIL v3 Foundation trained

- Work experience using Five9 Administrator, Supervisor, Workstation

- Work experience using Salesforce / CRM

- Work experience using AVAYA CMS

- Work experience using Zendesk

- Work experience with Point-of-Sale Systems (Revel iPad POS)

- Work experience with Service NOW ticketing system

- Work experience with remote monitoring tools (Logmein, TeamViewer, VNC, LANDesk, Munki) Educational Background:

1998 - 2007 BS Computer Science

AMA Computer University

(undergraduate)

1996 - 1998 BS Electronics & Communications Engineering De La Salle University

Taft Ave, Metro Manila

1992 - 1996 Highschool

Elizabeth Seton School

BF Resort, Las Piñas City

1983 - 1992 Elementary

Elizabeth Seton School

BF Resort, Las Piñas City

Seminars & Trainings Attended:

September 2006 Customer Care & Handling Complaints Kameraworld Inc. October 2004 Digital Photography Kameraworld Inc.

January 2001 Basic Cisco Router Configurations AMA Computer University Cisco Networking Academy Semester 3

September 2000 Advanced Networking AMA Computer University Cisco Networking Academy Semester 2

June 2000 Basic Networking AMA Computer University Cisco Networking Academy Semester 1

Personal Background:

Birthdate: July 3, 1979 Religion: Roman Catholic

Civil Status: Married Gender: Male

Contact this candidate