Shane D. Diaz

Buenavista Homes Phase * Alley *

Brgy. Jugan, Consolacion Cebu 6001

Phone number: 2732956/ 099********

Email: ad4170@r.postjobfree.com

I am an experienced service desk analyst/ IT help desk with almost 7 years of experience assisting the U.S., and Australian customers. I have done email support/ deliverability; assisted corporate clients with their questions about corporate networks and how to get a quote. I practice ITIL methods and processes with knowledge of ServiceNow, JIRA, Active Directory, Zendesk or equivalent systems. I have technical computer skills and can provide proper escalation or a higher level of a support group if needed for more technical analysis and resolution with Analytical proficiency in Incident triage. I ensure all incident tickets and requests are closed with resolution in accordance with the Service Level Agreement (SLA) metrics. I believe my experience and skill sets can be used in any industry for supporting your customers. My long-term experience in the customer service industry has taught me how to meet and exceed each customer's expectations and provide quality customer service. I am a hardworking person with a positive attitude, always willing to learn new skills, and am very goal oriented. I always have had this passion to succeed in every way and in every situation.

Key Skills and Qualifications:

- Proficiency in SMEC, Remedy, Service Now Tools, Microsoft Word, Microsoft Excel, Microsoft ASD, Outlook, SIIAM, and TANGO.

-Technical training/ ITIL Awareness

-Able to meet client standard SLA

-Exceed 90% of average Customer Call Audit Scores

-Strong computer skills and proficient knowledge of MS Office products and applications

-Ability to provide excellent customer service. Ability to apply diagnostic techniques for problem troubleshooting

-Willingness to cover outside of normal business working hours if required

-Motivation and drive to meet set target objectives

-Strong organizational skills with the ability to manage priorities and workflow providing accurate documentation and accountability

Trainings Attended:

•ITIL V4 Boot Camp

•Microsoft Azure training

•Service Desk training

•Physical Critical Behaviour

•Basic Microsoft Excel Training

Key responsibilities Handled:

-Documented thoroughly all incidents in Service Now. Relate, link, and assign incidents to the appropriate teams and escalate when systemic issues when needed

-Identified priority calls and highlighted potential problems, ensuring that targets are met in line with tight key performance indicators.

-Maintained help desk database by entering caller statistics, inquiries, and responses

-Resolved issues by researching documentation; troubleshooting hardware, software, guiding client through corrective steps; escalating problems to second level; tracked status of problems and solutions.

-Documented and tracked all received requests in incident management system.

-Performed quality assurance check of tickets processed by team

Educational Background

School – John B Lacson Colleges Foundation

Course – Bachelor of Science in Marine Transportation

Year Graduated – October 2006

Work Experience/ Background:

•Hotel specialist/Travel expert Teleperformance

•We assist customers’ concerns and answer any questions to the best of their knowledge. We as guest hotel specialists assume responsibility for the safety of our guests and supervise other staff members when necessary. (March 2014 - October 2014)

•Tier 2 Technical Support CONVERGYS

•Technical support representatives help customers resolve technical problems associated with a product or service. Technical support representatives help customers resolve technical problems associated with a product or service. Our job description entails providing response and solutions to issues experienced by users of technological products or services.

(September 2014 - April 2017)

•Service Desk Analyst - Level 2 Integrated Service Management Accenture Philippines

•We are the ones who respond to incoming requests for IT support and resolve network, hardware, and software issues with computers. We also perform technical maintenance and software installations and updates.

(September 2017- Aug 2020)

•Tech Genies Phil - IT Help Desk Virtual Event Place account (Aug 29, 2020 - June 2021)

We are the ones who provide IT support personnel with the least experience, a lower understanding of technical issues, and limited access to company information. The technicians in Level 1: Collect customer requests and data. Attend to customers through phone calls, chat and email.

Meridian Remote teams- SAAS Tech support specialist (June 2021- Sept 2021)

We are the one who handles tickets and provides the first level of triage or escalate to the developer if needed. We are also the ones who provide proper feedback and resolution to the customer via email, phone, or chat

Freelance Job – Video editor / Amazon product Researcher (OCT 2021 – June 2022)

Free up - Tech support Freelancer (June 2022 – July 2022)

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