Customer Service Technical Support
Resume:
Nathaniel Lindo
IT SERVICE DESK /L*
XEROX ACS
090******** ***************@*****.*** Calabarzon & Mimaropa
Experience
Feb 2014 – June 2015
(2 years 3 months )
IT SERVICE DESK/L2
XEROX ACS National Capital Reg, Philippines
Industry
Consulting (IT, Science, Engineering & Technical)
Specialization
IT/Computer - Software
Rolea
Functional Consultant/Business Analyst
Position Level
1-4 Years Experienced Employee
Knowledge on LAN
- Active Directory support (Windows Server 2k3 - 2k12)
Respond to telephone calls,personal request and emails requesting help relating to IT related concerns
Possess thorough technical knowledge of apple and android mobile devices - application install/uninstall on mobile devices -network connectivity -application t/s -configuration of devices –
strong knowledge on Microsoft based OS –
experience working a global and geograpical diverse company and working with varid cultures and backgrounds
communicating with clients through different channels
-participating in 24 x 7 shift provide client first line support -log incidents or customer queries on the incident tracker -responding to queries and troubleshooting issued within agreed time limits to callouts
.-resolving issues while in remote following up through all pending incidents -prioritizing and managing multiple open cases at one time keeping within predefined deadlines-supporting the roll-out of new releases -maintaining status reports for all incidents on a regular basis participate in testing fixes to reported incidents
- establishing a good working relationship with customers and other peers
-perform any other related duties that may be assigned from time to time
-ensure service Service Level Agreement and Standard Operating Procedures are met
-Strong Customer Service Orientation Good understanding of operating systems concepts, services and security requirements for enterprise users.
-knowledge ni Microsoft and apple operating systems
-experience with supporting various mobile devices (Blackberry,iOs,Windows and Android )
-proven technical skills in hardware,softwre and office network support -willingness and ability to learn
-working knowledge on microsoft active directory,exchange,DNS,HTTPS,SSH and DHCP
-Goal-oriented self motivated and a team player -willing to work on shifting schedules and on call/emergency cases
- experience in working with system monitoring experience working a global and geograpical diverse company and working with varid cultures and backgrounds communicating with clients through different channels -participating in 24 x 7 shift provide client first line support
-log incidents or customer queries on the incident tracker
-responding to queries and troubleshooting issued within agreed time limits to callouts .
-resolving issues in doing remote session
-following up through all pending incidents -prioritizing and managing multiple open cases at one time keeping within predefined deadlines
-supporting the roll-out of new releases -maintaining status reports for all incidents on a regular basis -participate in testing fixes to reported incidents
- establishing a good working relationship with customers and other peers -perform any other related duties that may be assigned from time to time Has 6 years of experience in the suport role together application,end user and infrastructure issues -excellent knowledge on following rules and policy of the company - willing to work in shifting schedules servers •
Certified IT HELPDESK,Certification on ITIL and ITIL Core Foundation
• Coordinates schedules and technical work order instructions to contracted labor for in business unit requirements.
• Responsible for the analysis, design and implementation of desktop technology life cycle management processes including technology procurement, refresh and disposition.
• Responsible for project analysis, design, coordination and planning for all technical components of desktop related projects.
• Coordinates schedules and technical work order instructions to contracted labor for installations, moves, adds and changes within the desktop computing environment
• Demonstrates creativity and initiative in problem solving.
Sept .2010 - September 2012
(3 years )
TIER 2 TECHNICAL CONSULTANT
SUTHERLAND GLOBAL SERVICES INC. National Capital Reg, Philippines
Industry
Call Center / IT-Enabled Services / BPO
Specialization
IT/Computer - Hardware
Role
Technical Support
Position Level
1-4 Years Experienced Employee
Monthly Salary
PHP 25,000
I became a technical consultant of the company level II technician . We handle LENOVO laptops and desktops . we troubleshoot hardware and software stuff such as hard drive, drivers, optical drive . We also do configuration of firewall as well as antivirus program .
Its basic troubleshooting of hardware and software . We also assist customers having problems on their tablet having an android Operating System specially in their downloaded games coming from android . We handled all in one desktops, laptops, routers and tablets and computer accessories.
May 2008 - Jan 2013
(4 years 8 months )
Part Time Teacher
korean part time teacher National Capital Reg, Philippines
Industry
Education
Specialization
Education
Role
Primary/Secondary Teacher
Position Level
1-4 Years Experienced Employee
Monthly Salary
PHP 12,000
I work as a part time Teacher in English for Korean Students . Including, how to properly pronounce and read English Words .We provide curriculum as well as exam and evaluates students progress . We provide instructional materials and different techniques to motivate the learners .
Jun 2009 - Sep 2010
(1 year 3 months )
Technical Support Representative
SITEL
Industry
Call Center / IT-Enabled Services / BPO
Specialization
Technical & Helpdesk Support
Role
IT Support/Helpdesk
Position Level
1-4 Years Experienced Employee
Monthly Salary
PHP 14,000
I worked in sitel philippines ortigas branch as technical support representative . Our account was lexmark printers . We assist customers on how to print, conduct self test, install drivers, configure antivirus program .we also customers on basic know how and how ti print
Education
2009
UNIVERSITY OR RIZAL SYSTEM ANTIPOLO CITY
Professional License (Passed Board/Bar/Professional License Exam) in Education/Teaching/Training Philippines
Major
BIOLOGY
CGPA
87.0/100
Bachelor of Science in Education Major in Biology .Also passed the Civil Service Examination Professional Category last March of 2014 average grade of 85 .
2016
University of the Philippines- Diliman
Post Graduate Diploma / Master's Degree in Information and Technology Philippines
Major
Masters in Information Systems
Grade
On-going
Currently taking Post Baccalaureate Studies Major in Language and Literary Studies ( English ) in University of the Philippines .Studying English Syntax, Structure,Grammar, Pronunciation and Reading Comprehension .
Skills
Advanced
Customer Service Assistance, ITIL Processes
Intermediate
Technical support, Teaching Skills, Analytical Skills, Citrix, Microsoft Excel, Word Processing
Languages
Proficiency level: 0 - Poor, 10 - Excellent
Language
Spoken Written
English (Primary)
8 8
Jobstreet English Language Assessment (JELA)
Date Taken
29 Apr 2012
Score
32/40
Additional Info
Preferred Work Location
National Capital Reg, Central Luzon, Calabarzon & Mimaropa
Other Information
I love traveling and, eating,playing guitar and singing .When it comes to work, I take it seriously and improve the task because I love my work
BOARD EXAMS TAKEN
Licnesure Examination for Teachers - PASSED
Civil Service – Passed
About Me
Gender
Male
Age
26
Telephone Number
(+63) 2-136166
Address
Calabarzon & Mimaropa, Philippines
Nationality
Philippines
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