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Manager Account

Location:
Goa, Camarines Sur, Philippines
Salary:
80-100k for the basic salary alaone
Posted:
October 18, 2019

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Resume:

Marvin A. Muñoz

Home Address: Block * Lot * EP Village Phase 2 Brgy. Pinagsama Taguig City

Provincial Address: #82 Del Valle St. Candelaria Quezon 4323

E-mail Address: adamg2@r.postjobfree.com

Contact #: +63-917*******

WORK EXPERIENCES:

March., 2014 - Present Quality Assurance Technical Account Manager at

Microfocus formerly known as Hewlett Packard Enterprise Philippines

Taguig City

Main Point of Contact between the Client and Operations Team

On-board client in using the supported products.

Provide bi-weekly client health check

Does Post Sale to ensure that clients keep their contract with Microfocus

Managing Accounts and provides Project Management

Implementing customer changes across all technologies

Evaluating all TAMs tickets, calls and chats

Create and document processes and procedures

Provides weekly calibration with Technical Account Manager Team Leads

Working changes based on standard service

Supervise the team as a Ticket Master to ensure Quality, Effectiveness and SLA of every tickets, calls and chat

Train New hires

Providing Technical and Product training to New hires and other members of the Account Management Team

Mentor junior members of the team

Provides coaching and action plan to Mentees

Attending Technical training to retain skill levels across the company

Specialize and be a focal point for at least 3 products from the portfolio

Troubleshooting change implementation problems

Documenting customer infrastructure and configuration

Liaise with vendors to support client devices and environments

Evaluate unique or complex installations or configurations and make recommendations for resolution. Review and may resolve complex business issues.

Engages team members for support as required to ensure internal or external business and end users/clients Service Level Agreements (SLA) demands are met

Act as a Team or Project Leader in providing direction to team activities and facilitates information validation in team decision making process.

Managing technical issue as well as customer business impact and ability to blend and appreciate these aspects in communication with customer.

Communicate to client over the phone, email, and chat.

Performs different types of testing for quality check

Proficient in using ERP tools such as Zendesk, Zopim Chat, Phone.com, JIRA, WebEx, HP My Room.

Oct., 2013 - Feb., 2014 IT Help Desk Associate

Sykes Asia Inc.

500 Shaw Zentrum, Mandaluyong City

MS Exchange Server administration: mailboxes, folders, distribution groups, calendaring, etc.

Manages IT Helpdesk Newton Tool for Request and Incident Management within the SLA

Troubleshoot Network (internet, intranet, clients tools, etc)

Basic server and database troubleshooting (MS Exchange, File/Printer, SAV, etc)

Password reset and unlock

VISP/VPN Connectivity issues

Remote user support

System account setup, resource access

How-to questions (Client Tools, Sykes Tools, Outlook, Office 2000, XP, Windows 98, NT, 2000, XP, IE, Netscape, Adobe, NAV, Pal, WinZip, etc.)

Evaluates, and prioritizes incoming telephone, voice mail, e-mail, chat, and in-person requests for IT assistance from users experiencing problems with hardware, software, networking, telephony and other computer-related technologies.

Handles multiple critical issues.

Coordinate closely with the next level of support (i.e. End User Support, Administrators, Specialists and Engineers) in resolving issues received thru Helpdesk.

Provides first-call resolution (phone) support to users by offering set solutions to problems.

Logs and tracks calls using problem management database, and maintains history records and related problem documentation.

Able to efficiently close tickets assigned to Tier 1.

Releases IT Helpdesk Advisories for any IT announcements and status updates of any issue within the service level set.

Responsible to update the customers and end users thru phone, email about the status of the issue/request until resolved.

Monitors and records the progress and status of all cases to ensure that the committed service-level is fulfilled.

Familiar and able to support at least 80% of client-specific applications by following proper escalation procedures. Coordinates the delivery of required services or solutions by a team of technical specialists or systems engineers.

Escalate/Report issues, problems to appropriate external vendors, client IT, Sykes Service Desk and Sykes Corporate IT.

Communicate to client over the phone, email, and chat.

March, 2013 - Sept., 2013 Application Support II

NIIT Philippines

Tower 1, Unit 501-504, Rockwell Business Centre Ortigas Avenue, Pasig City

Updating project related url and maintain the url without any errors.

Updating and Maintenance.

Solving Administrative issues related to the project by taking extra initiatives.

Send reports on daily, weekly and monthly basis to client about the financial and status of the client’s url

Knowledge in Software Testing

Basic Knowledge in Hardware and Networking.

Basic Knowledge in C, C++

Knowledge in SQL Server and queries.

Monitor client’s url

Remote access trouble shooting and file transfer

Communicate to client over the phone, email, and chat.

Aug., 2011 - Mar,2013 TSR l l/Assistant Team Lead/Assistant Trainer/Abay Coach

Startek Philippines

SM CyberOne Bldg, 69 Jupiter St (Sen. Gil Puyat Ave.), 1209 Makati City

Troubleshoots advanced issues.

Resolves minor to major network issues.

Able to install voice and data cable infrastructure.

Assists with recovery of lost data.

Installs, repairs, and conducts preventive maintenance of personal computers and related systems.

Sets up, coordinates and monitors the operation of electronic computer equipment for end users in a network environment.

Modifies repairs and conducts preventative maintenance on telecommunication equipment and related systems.

Resolves minor network issues.

Applies images to computers.

Monitor Team’s SLA

Manage call routing within the Team

Handle escalation ticket and Supervisory call

Coordinate to NOC regarding Service connection

Conduct up training for Tier 1 agents

Train New Hires from Product to Abay period

Manage 20-25 agents

Red Hat certified

Coach agents for their Quality and Effectiveness

Perform QA audit for Process Improvements

Act as a Ticket Master to ensure Quality, Effectiveness and SLA of every tickets, calls and chat

May, 2011 - Aug., 2011 TSR l

Startek Philippines

SM CyberOne Bldg, 69 Jupiter St (Sen. Gil Puyat Ave.), 1209 Makati City

Assisting customers in service and equipment issues. This will include basic troubleshooting.

Utilizes computer/on-line guidelines in responding to customer inquiries.

Handles customer problems related to product function or the replacement of defective equipment.

Completes, processes, and maintains applicable ticketing system and records.

Gathers information, researches/resolves inquiries and logs customer calls.

Strives to resolve customer issues on the first call without having to transfer callers.

Follows escalation procedures as needed.

Analytical capabilities to review customer records and determine needs based solutions

Sept., 2010 - Feb., 2011 TSR l

Vcustomer Philippines

ECommerce Plaza. Eastwood City, Bagumbayan, Q. C.

Assisting customers in service and equipment issues. This will include basic troubleshooting.

Utilizes computer/on-line guidelines in responding to customer inquiries.

Handles customer problems related to product function or the replacement of defective equipment.

Completes, processes, and maintains applicable ticketing system and records.

Gathers information, researches/resolves inquiries and logs customer calls.

Strives to resolve customer issues on the first call without having to transfer callers.

Follows escalation procedures as needed.

Analytical capabilities to review customer records and determine needs based solutions

ACHIEVEMENTS:

Best in QA

Best in CSAT

Best in Attendance

1 yr. Top Performing Team Leader Assistant

1 yr. Top performing Abay Coach

TRAININGS ATTENDED:

Power of Coaching

SMART Planning

Training the Trainer

Time Management

Red Hat Certification

Expert Leaders Coaching Flow

EDUCATIONAL BACKGROUND:

2005-2010 B.S. Computer Engineering

AMA Computer College

Gen. Tinio St. Bangkal Makati City

2001-2005 Secondary

Lady Mediatrix Institute

Candelaria Quezon

1994-2001 Primary

Lady Mediatrix Institute

Candelaria Quezon

SKILLS:

Proficient in the use of Microsoft Office

Computer Savvy

Customer Service

Technical Support

SEO (Search Engine Optimization)

Chat Tools: Zopim, Skype, WebEx, Fuze, Microsoft Teams

Account Renewals

Upselling

Data Encoding

Onboarding

PC Software and Hardware Troubleshooting

Knowledge in Windows OS and Mac

Data Communication and Networking

Quality Assurance

Account Management

Project Management

Ethical Hacking

Remote Control Troubleshooting

Ticketing tools: JIRA, Fred, Oracle, Aegisweb, Remedy, Zendesk, Salesforce

Proficient in Networking devices

CTIOS, VOIP, CRM, CMS, Avaya (soft phone and hard phone), CRM, ERP

PERSONAL DATA:

Birth Date: July 1, 1988

Birth Place: Candelaria Quezon

Age: 30

Civil Status: Single

Citizenship: Filipino

CHARACTER REFERENCES:

Gerald Abella Manager +63-977-***-****

Romar Andrea Picoy Supervisor +63-908-***-****

Al John Atillaga Technical Account Manager +63-939-***-****

Chelsi Padilla Technical Account Manager +63-906-***-****

I hereby certify that the information above is true and correct up to the best of my knowledge.

Marvin A. Munoz



Contact this candidate