*** ******** * ****** ******,

Sampaloc, Manila

KRISTOFFERSON GALAPATE GARCIA ad4djz@r.postjobfree.com

**** – 3555830 / 028*******

Performance Profile

Analytical-minded and well-organized Technical support/Service Desk associate with over 4 years’ experience in maintaining and monitoring SLA/Metrics requirement are meet on fast-paced environments. Approachable, friendly and helpful, but always focused on task and responsibilities to maintain work efficiency. Excellent communicator and can provide superior customer service to internal and external user/clients.

Work Experience

Aug 2020 – December 2021

1 Year and 4 months

Service Desk Level 1/ Tech Support Representative

Trec Global National Capital Region, Philippines

*Password reset

*Account creation and reactivation

*Creating or escalating incident tickets using ServiceNow

*Providing basic troubleshooting and workaround thru calls or via remote session for software or hardware issues

*Handling P1/P2 calls if needed

**Microsoft programs such as Windows OS, Active Directory, Outlook, Excel, Word and PowerPoint

*Handled systems such as Salesforce, ICOMS and USHA Markets, One Login Portal etc.

Oct 2014 - May 2017

2 years 8 months

Service Desk Level 1/ Process Assistant

Genpact Inc. National Capital Region, Philippines

*Provide assistance to End users/vendors thru phone, email and ip remote access

*Password reset

*Account reactivation

*Creating or escalating incident tickets using ServiceNow

*Providing basic troubleshooting and workaround for software or hardware issues

*Handling P1/P2 calls if needed

*Knowledgeable with IT systems such as Active Directory (SSO),and Oracle DBA

*Microsoft programs such as Windows OS, MBAM, Outlook, Excel, Word and PowerPoint

*Handled systems such as Salesforce, Global Dealer portal, TEL/EDSnet, Citrix, FIS, Compass etc.

Mar 2013 - Jan 2014

11 months

Technical Support Representative

Teleperformance Inc. National Capital Region, Philippines

*Provides basic technical troubleshooting

*Reviews and provide needed information of customers

*Updates customer’s account (provisioning and activation)

*Escalates issues to proper department

Oct 2009 - Jun 2011

1 year 9 months

Technical Email Support

*Handling e-mails and giving solutions on customer’s inquiries and concerns regarding their account. *Maintaining service level of support with handling e-mails on time.

*Deactivates and Re-activates user accounts

*Filters forum threads, photos and check accounts for possible violations of users

Educational Background

1999 – 2001 Associate on Computer Prog. C.M. Recto, Manila

STI College – Recto 1st year – Undergraduate

1992 – 1996 Arellano University – JSHS Legarda, Manila

Skills

Efficiently uses and knowledgeable with Microsoft applications, Active Directory, Citrix – based applications and other Web – based applications

Troubleshooting skills on software and hardware issues

Communication Skills

Lean tested (Lean Six-Sigma)

Ability to have a smooth atmosphere and good Interpersonal relationship to co – workers

Responsible and dedicated to duties assigned

Personal Information

Birth date : April 16, 1980

Birthplace : Manila

Height : 5’9”

Weight : 74 kls.

Religion : Roman Catholic

Nationality : Filipino

Civil status : SIngle

Character References

Angelo De Asis Trainer Supervisor

TELEPERFORMANCE Inc. 0917 - 1324808

Rex Roda Assistant Manager

Genpact Phils. 0917 - 5796923

Ardin Esguerra Team Supervisor

Sykes Asia Inc. 0917 – 5750151

Lalaine Rubina Audit Manager

Puregold Inc. 0917 – 8159151

Contact this candidate