Desktop Support Customer Service

Belshazzar C. Coscolluela

Place of Birth: Mandaluyong City, Philippines

Nationality: Filipino

Resident of Mandaluyong City,

Philippines 1550

E-mail: adat91@r.postjobfree.com

Mobile No. +639*********

Work Experience

Company Position Inclusive Date

Global Milestone Inc. /Uber Philippines Global IT Service Desk May 2017 - present Center of Excellence / Global Queue Captain

Limited Liability Company

21F, 22F and 23F SM Aura Tower

26th St. cor. McKinley Parkway,

Fort Bonifacio, Taguig City

Duties and Responsibilities

Global Que Captain Role:

● Every hour on the hour, or when the Unassigned Ticket queue gets to approximately 30 tickets, Queue Captains clear the Unassigned Queue and assign out all tickets.

● Identifying work stoppers (Duo, OneLogin password resets) when assigning tickets. Assign these to techs who can action immediately.

● Takes ownership of quick “fixes” by self-assigning and resolves (such as Workday Transfer Complete tickets)

● Tickets that are reporting outages should be assigned to the next available online tech - not just to the local tech at the office or region reported. This is to expedite the resolution.

● Be the first responders for VIP tickets.

● Queue Captains spread out ticket assignments to techs with fewer tickets - this is due to a large portion of backlog being attributed to techs who gets assigned too many tickets and can't action all of them.

● Queue Captains Spread tickets out to all techs with the exception of San Francisco where tickets are assigned to each Primary who then act as local Queue Captains to assign those tickets to the techs at the HQ buildings. Global IT Service Desk Role:

● Provide day-to-day troubleshooting support for Mac systems, mobile devices, wireless networks, and other office hardware.

● Provide support to personnel based locally and remotely.

● Provision laptops, monitors, and peripherals for new personnel.

● Provide support for the various cloud services used in the corporate environment.

● Create how-to guides and help build out an internal knowledge base.

● Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures.

● Develop technical knowledge of each system within company profile and specialised knowledge of certain nominated areas.

● Maintain adequate knowledge of operating systems and application software used to provide a high level of support.

● Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures.

Uber Philippines Center of Excellence Shift Lead May 2016 - May 2017 Limited Liability Company Community Support Specialist 21F, 22F and 23F SM Aura Tower Uber Philippines Center of Excellence 26th St. cor. McKinley Parkway,

Fort Bonifacio, Taguig City

Duties and Responsibilities

● Direct COEs through their daily routines and interact with driver-partner and riders to make sure that they have a satisfactory experience.

● Act as quality control, ensuring driver-partner and riders satisfaction through training IRT-COEs properly and adhering to company policy.

● Make sure that all COEs perform a variety of tasks such as:

Respond to each email within reasonable time.

Perform fair investigation for each reported incident by communicating to both driver-partner and rider and collect any additional information (photos, video, supporting documents, social media)

Assess severity of incident based from information gathered after conducting fair investigation.

Take action appropriately once an incident has been assessed.

Assist driver-partner and rider for accidental and intentional damage to property.

● Keep COEs motivated, resolve conflicts and assist team managers in implementing any changes to IRT-COE processes.

● Responsible in identifying and scoping any potential avenues for the delivery of operational excellence within the market, evident by the productivity and efficiency level

● Performs special tasks as needed (e.g. take minutes of meeting, create report analysis for supply and/or demand of products, monitor daily email and call volume, facilitate new employee training and orientation, develop training programs, initiate mentorship programs).

● Perform root cause analysis for any escalated mishandled cases by IRT-COEs and take appropriate action as needed.

Google Concentrix Real Time Analyst/Internship June 2015 to May 2016 26th Flr Picadilly Star Bldg. (Workforce Management Team) 4th Ave. BGC, Taguig City

Duties and Responsibilities

● Monitor call arrival / queue from the central routing system and monitor agent activity using CM/Nfocus

● Accurately collating of all core and non-core activities on a real-time basis to ensure up to date intra-day forecasts and accuracy in shrinkage calculations.

● Maintaining the various databases identify skill set shortages for short-term training requirements.

● Maintaining positive relationships with internal Customers to ensure that joint goals are met. Google (Concentrix) Google Wallet Email June 2014 - June 2015 25th Floor Net Lima Bldg. Support Specialist

Fort Bonifacio Global City

Duties and Responsibilities

● Analyze email cases and provide timely resolution to user’s issue related to Google Wallet.

● Perform a reasonable investigation for fraudulent claims Sutherland Global Services Tech Consultant December 2013 - June 2014 12th Floor Philplans Corporate Center, Intuit Quickbooks Triangle Drive, Bonifacio Global City

Duties and Responsibilities

● Tech Consultant for Quickbooks, handled installation to software issues, walkthroughs, remote assistance, network setup consultant for clients with small businesses looking for the appropriate software JPMorgan Chase & Co. Chargeback Advisor July 2013 – November 2013 Net Plaza Building, 31st Street,

Bonifacio Global City, Taguig City

Duties and Responsibilities

● Research and resolve call center referrals and written merchant disputes on behalf of Chase Credit Card customers.

● Handle incoming customer calls that involve probing the customer to better understand the dispute and determine the appropriate course of action.

● Interact with customers and merchants to ensure the most appropriate, timely, and equitable resolution for the customer.

● Interpret and apply MasterCard and Visa regulations for all dispute situations.

● Customize letters of response to customers when needed. Telus International Philippines Client Care April 2011 – July 2013 Market!Market!

Bonifacio Global City, Taguig City

Telus International Philippines Customer Interaction June 2008 – April 2011 31F Discovery Centre Agent

ADB Ave, Ortigas

Pasig City

Duties and Responsibilities

● Provides timely resolution of client inquiries as the point of contact for TELUS Mobility clients including activation, service, billing, and equipment inquiries.

● Asks necessary questions in order to troubleshoot technical service issues determining root causes of problems and finding appropriate resolutions.

● Proactively explores and anticipates clients’ future needs with an ability to recommend and educate the client on value-add services and products.

● Introduces and promotes the use of self service options relevant to clients needs.

● Accurately obtains, documents and confirms client personal information.

● Builds relevant professional relationships with internal contacts. E-Pldt Ventus Billing / Tech September 2007 –

June Libertad, Mandaluyong City (ACSR) 2008

Duties and Responsibilities

● Answers inbound technical and customer service calls relating to entertainment services and products, hardware systems/accessories.

● Assist with customer service inquiries regarding technical support, billing, and general information requests.

● Obtain extensive knowledge about our cutting edge television services (High Definition, Digital Video Recorder, etc…).

● Provide quality technical support service through one-call resolution to establish a long-term customer relation.

● Accurately respond to questions and assist customers with product features, installation, setup, troubleshooting and hardware operations.

● Assist Technical Operations to determine call types, failure trending, and diagnostic improvements to provide a higher level of technical support.

True Value Hardware Technical Support November 2002 – Corporation Specialist September 2005

Duties and Responsibilities

Hardware and Software Support to for applications and operating system for Operations and Head Office Operations

● ANSI Point of Sale System, Windows 2000 Client OS, Windows NT server, IBM SureOne POS, Western Union MT2000 Application.

● HTTP/POP3 Email support

● IBM X-series / Windows NT POS server

● Wi-fi Hot spot for True Value Rockwell and True Value Alabang

● Build, maintain, and manage network configuration (Cable and Wi-Fi) / Group Policies / Restrictions for end-users (Head Office / Operations)

● Desktop Support thru phone, email, and on-site for Microsoft OS and Software Applications for End User

● Initiate and implement improvements in all areas of IT responsibility Head Office

● ANSI Inventory System for Merchandising Department and Accounting Department.

● SAP Application & BPI RAS mini-key secured transaction for Accounting Department and MANCOM

● IBM X-series ANSI POS Consolidator

● Secured Data Server/Vault for soft document collected from Head Office and Operations

● Internet Firewall / Linux-Base Operating System

● Build, maintain, and manage network configuration (Cable and Wi-Fi) / Group Policies / Restrictions for end-users (Head Office / Operations)

● Desktop Support thru phone, email, and on-site for Microsoft OS and Software Applications for End User

● Initiate and implement improvements in all areas of IT responsibility Sure Venture Group Technical Staff June 2002 – November 2002 106 Ibara St.

Sampaloc, Manila

Duties and Responsibilities

To insure well maintained Point Of Sale System for Store Branches in Northern Manila

● Hardware Troubleshooter for Terminals Deployed for each store

● Maintain soft data for VCCICS system for Window-Base and DOS-Base Platform

● Desktop Support thru phone, email, and on-site for Microsoft OS and Software Applications End User Educational Background

: AMA Computer College S.Y. 1997 – 2001

Makati City

Course: B.S. Computer Engineering

:Polytechnic University of the Philippines S.Y. 2018 - 2019 ETEEAP (Expanded Tertiary Education Equivalency and Accreditation Program) City of Manila

Course: B.S. Information Technology

Character Reference

available upon request

Contact this candidate