Customer Service Quality Assurance
Resume:
Lendion Zachary G. Abas
Petaling Jaya, Selangor 46200
Kuala Lumpur, Malaysia
CONTACT NOS : +601*-***-****
: *********@*****.***
my.linkedin.com/pub/zachary-abas/68/905/145/
CURRENT JOB TITLE
IT SERVICE DESK ANALYST (March 2012 – PRESENT) CSC Malaysia Sdn Bhd
under NITYO INFOTECH
10A, Jalan Bersatu 13/4
Section 13, 46200 Petaling Jaya
Selangor KL Malaysia
LineOfBusiness : Nissan US and CANADA
Key Accountabilities:
• Provide customer support services to stakeholders on matters relating to the administration and day to day operational
capacity of desktop and infrastructure.
• Oversees and coordinates with quick-response customer support team and interfaces with clients (over the phone, chat
and email) to troubleshoot, analyze and diagnose more complex issues and engage appropriate technical resources to
resolve client issues.
• Undertake call management which includes the initial registration, classification and triage.
• Resolve local operational service issues utilizing established standards and guidelines with particular emphasis on
assessing client’s needs.
• Resolve problems and issues directed to the service desk performing IT trouble shooting services.
• Escalate issues and problems according to service management incident, request and problem processes and
procedures.
• Prepare and contribute to the development of correspondence and reports, maintain and document accurate resolution
within the appropriate knowledgebase repository and incident management tools.
• Participate in the principles of Continuous Improvement and encourage the conduct of all the service delivery and
management processes in line with these principles.
• TOOLS: Active Directory, CITRIX, Cisco any connect VPN, Juniper Networks, IBM LOTUS NOTES, MS OUTLOOK
Exchange, Remote Desktops, Windows Server 2003, Windows Server 2008, BMC Remedy, LOTUS
NOTES DATABASE,, Putty, AS400, Bluezone Web to Host, Window 7, Mobile MS Exchange, SAP, RSA
SUMMARY OF QUALIFICATIONS
• A highly skilled seasoned professional who applies a broad, working knowledge of information technology products
and services to more complex assignments and assists less experienced staff in the application of technical
concepts, practices and procedures.
• Competent to work on fairly complex assignments (and/or portions of larger, complex efforts) and perform a full
range of technical helpdesk support.
• Works under limited supervision to provide prompt and professional Help Desk service through quick processing and
prioritization of a variety of problems.
• Practices continuous self-improvement and learning by keeping abreast with the relevant expertise pursuing career
development.
• 7 YEARS of valuable experience in Customer Service and Technical Solutions Provider
• Works well under pressure and with less supervision
• Flexible and adapts easily to new concepts and responsibilities
• Fast Learner and broad knowledge in Networking Fundamentals
• Goal-oriented with strong motivation and focus
• A team player who is able to set priorities in order to achieve immediate and long term goals
• Able to relate to individuals at every level of service and management
• Process driven and detail oriented
WORK EXPERIENCE
TECHNICALSUPPORT SPECIALIST (JULY2011 – FEB2012) SITEL Philippines
12fth Flr. Cybergate Plaza
Edsa Cor. Pioneer St.
Mandaluyong City
LineOfBusiness : Hewlett-Packard (IMAGE & PRINTING GROUP)
OUTBOUND – Level2 Support (Resolutions Specialist)
• Review open tickets and prepare a report for action items next business day
• Follow up customer’s issue and provide Total Problem Resolution (TPR)
• Completed Troubleshooting for disconnected calls and be able to provide long term solutions achieving customer
satisfaction surveys
• Handle Escalations /SME
INBOUND
• Delegated with assisting customer in troubleshooting PRINTER issues
• Configuration and installation of Network and Personal Printers
• Consistent among the Top 10 Agents with CSAT of 90%
• Troubleshooting drivers and software issues
• Setting up of printer to work with the Wireless Network
• Diagnose customer printer for possible hardware issue
• Provide customer with answers on inquiries with product information
• Upsell Extended Service Programs (ESPs)
SALES SUPPORT REPRESENTATIVE (AUGUST2010-May2011) VXI Global Solutions
Roosevelt Avenue, Quezon City
EDSA
LineOfBusiness : DirecTV
● Assist clients concern in regards with product order and installation status.
● Reselling value to customers cancelling orders to pursue with the orders.
● Providing quality and assuring customers the service they get with DIRECTV.
● Cancelling and modifying orders for customers to provided needed equipment for installations
● Providing promotion to help customers save while getting the service they need.
PRODUCT SUPPORT SPECIALIST (NOV2008-DEC2009) Synnex-Concentrix Corporation
Blk 2 Lt 3 Trade Street
Pueblo De Oro, IT Park, CDOC
LineOfBusiness : LINKSYS a Division of Cisco
• Appointed Point Person / Pioneering Tech Support for FLIP VIDEO
• Attend to presales, customer inquiries and assist customer in software installations / modifications and features
• Provide technical assistance in software and hardware problems
• Appointed Pioneering Agent to lead a Special Project on First-Call-Resolution SPECIAL PROJECTS TEAM
(LINKSYS)
• Appointed Tech Lead on Special Project for Outbound Calls for the enhancement or modifications on process
following through CDO TAC’s CSAT
• Achieved a 10% increase on Customer Satisfaction within the first three months of the program
• Handles Advice Line Calls to address clients inquiries and provide excellent Customer Service
• Excellent/ Very Good Key Performance Index Holder
• Assist customers by efficiently diagnosing and resolving technical issues and inquiries of LINKSYS by CISCO
• Responsible for promoting Linksys a division of Cisco products and services to customers and prospects.
• Resolving technical issues regarding small office / home office network with clients
• Attend to customer’s inquiries and feedback
QUALITY ASSURANCE OFFICER / Ticket Mgmt. (NOV2007-JAN2008) Advance Contact Solutions, Inc.
Buendia, Makati City
LineOfBusiness : Verizon DSL
● Develop assessment tools and methods for agents efficiency.
● Continuously assess performance (using objective instruments and subjective judgement)
● Recommend and/or implement continuous-improvement initiatives for agents and for the team.
● Monitor the status and effectiveness of improvement/corrective initiatives for the agents.
● Evaluates agents based on KPI’s (Key Performance), coordinating with supervisors and managers for agents suggested
coaching and development programs.
TECHNICAL SUPPORT REPRESENTATIVE (MAY2007-NOV2007) Advance Contact Solutions, Inc.
Buendia, Makati City
● Answers user inquiries regarding computer software or hardware operation to resolve problems.
● Handled internet and home networking problems of modem routers and switches.
● Install and perform minor repairs to hardware, software, or peripheral equipment following design or installation specifications.
EDUCATION
Diploma in Computer Electronics and Technology
2004-2006
STI College CDO, Philippines
TRAININGS & SEMINARS
BASIC COMPUTER OPERATION (Microsoft XP/VISTA/ WIN7
SYNNEX CONCENTRIX CORPORATION, PHILIPPINES
NETWORKING ESSENTIALS (SMALL OFFICE / HOME OFFICE NETWORKING)
SYNNEX CONCENTRIX CORPORATION, PHILIPPINES
SALES TRAINING
Training Department
SYNNEX CONCENTRIX CORPORATION, PHILIPPINES
ADDITIONAL INFO
Passport number : XX5074585
Nationality : Filipino
CHARACTER REFERENCES
Available upon request.
Contact this candidate