I.T. helpdesk
Resume:
Jeffrey Conde Fernandez
****b Alabastro St. San Andres bukid malate manila
PROFESSIONAL EXPERIENCE :
People Support ( May 2003 - March 2004)
(Network Solutions INC.)
* Customer Service representative
* Trouble shoots and maintains Websites
* Reserves Domain names and provides hosting
NCO, RMH ( April 2006 - January 2008 )
( Verizon Business )
* Customer Service Representative
* Provides solutions for the Business market
* Explains charges and opens dispute tickets for the customers
* Team Lead Role:
* Takes Escalated calls and Escalates tickets to other departments
* Process and filter tickets to the Back Office group
* Takes the lead when the supervisor is unavailable
* Provides agent development programs
* Discusses missed opportunities for agents and provides solution to get higher metrics
24/7 (August 2008 - August 2009)
( Time Warner ISP )
*Technical support Representative
*Troubleshoots all technical related problems with the internet
Sutherland Global services ( August 2009 – May 2011)
( Microsoft )
*Level 2 technician (escalations)
*Provides solutions to all technical problems related to the operating system
*Handles 10 escalated tickets everyday to be solved in a timely manner
*All ticket needs to be resolved since we are the last line of technicians
on the phone.
ACS Xerox/ATOS (Feb 2012 – Current)
( Health Care Solution, HCS)
*IT Service desk for Botsford General Hospital, Cooper University Hospital, Marin General Hospital, and Baymedical Center
*Providing first level service and support to end users
*Troubleshoots and resets passwords for Active Directory, Webmail, Citrix and various applications.
* Disconnects and reconnects Citrix hung sessions
* Troubleshoots VPN connections
*Interviews potential candidates for help desk position
*Trains, scrubs tickets for areas of improvements for new
Employees
*Creates action plans for new employees for improvement
*Requests new accounts for newly hire colleagues
*Coordinates breaks and lunch to maintain availability of staff
*Handles poor survey results by calling users who gave low CSAT returns; asks for details of the given survey so we can better the service in the future
*Coordinates with onsite, network, and citrix technicians for resolutions for the end users
*Delegates tasks to different agents for their individual growth
* Has very basic knowledge of SQL servers.
EDUCATIONAL BACKGROUND
Colegio De San Juan de Letran (1998 - 2003)
- Communication Arts
St. Anthony High school (1994 -1998)
CHARACTER REFERENCES:
Joel Arjona (Aetna, Service Desk Manager)
Julius Rofuli (Aetna, Service Desk Supervisor)
Roberto Salvo (Health Care Solutions, Service desk Supervisor)
PERSONAL BACKGROUND:
Birth date: November 12, 1981
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