Customer Service Information Security
Resume:
Mike Jefferson D. Ortega
*** *. ** ****** **. Malibay Pasay City
adbirl@r.postjobfree.com
Summary of Qualification
+ 5 years of Service Desk / Helpdesk Experience
+ 3 Years as Team Lead/Supervisor
ITIL V3 Certified
Working Experience
Chubb Insurance
October 2018 – March 2019
Current Position: Admin Processing Team Lead
Accountabilities:
Document processing for all line of business as listed below.
oPhilippines and Hong Kong
oAccident
oHealth
oCasualty
oTerrorism
oTech Lines
oFinancial Lines
Unisys Philippines Limited
February 2015 – September 2018
Current Position: Team Lead (HyperCare Supervisor)
Clients: Unilever (Service Desk Team Lead) & Baxter (Medical) (Service Desk Senior Team Lead)
Accomplishments:
oAuditee Member for ISO Certification and Re-certification.
oISO 2000 International IT Service Management Standard (ITSM)
oISO 27001: 2013 Information Security Management System (ISMS)
oISO 9001 Quality Management System (QMS) Standards
oISO 22301 Business Continuity Management System
oSuccessfully Transitioned 2 Projects.
oUnilever Service Desk (2015)
oBaxter Service Desk (2018)
oCurrent Project (Baxter) all SLA’s are green since Day 1.
Accountabilities:
Capacity Planning
Coordinate with Work Force Management and compute Manpower Requirements based on Weekly Forecast inbound volume. To ensure staffing is enough on all intervals.
Work with Field Service Engineers and ensure all workstations are working properly and setup additional workstations if needed.
Recruitment
Submit requests to Upper management and coordinate with the Recruitment Team regarding Ramp Planning and Roster fill-in.
Interview Applicants
Training
Managing Training Team on launching New hire Training and Product Specific Training.
Manage Training Team for Curriculum Development, Evaluation, and Implementation.
Ensure a strong performance for 30-60-90 Associates by monitoring stats and reviewing action plans being implemented.
Administering FGD with Training Team for creation of possible refresher courses for Tenured staff regarding continuous improvement and bottom performers to hit individual KPI.
Workforce Management
Ensure all schedules are published prior to schedule implementation taking note on possible transition offs needed.
Check Schedule requests and make sure that they are plotted accordingly in internal time keeping system.
Checking all reports for DTR such as absenteeism report, interval report, SL Report, (etc) and ensuring accuracy before forwarding data to upper management and clients.
Make sure all phone numbers of Associates and Team Leads are updated.
Knowledge Management
Conduct weekly meeting with Clients regarding Help File update, Creation, and process improvement.
Consistently cascading updates and newly created Help Files to Staff.
Manage knowledge base resources and help staff to effectively navigate knowledge management tool.
Analyzing the effectiveness of the new and previously published knowledge articles by observing its usage and evaluate its relevance on day to day operation.
Encourage the staff to share knowledge effectively and efficiently.
Strictly ensuring staff utilize knowledge base first before checking other resources.
Act as a mediator to answer staff queries about the knowledge based practices.
Operational Management
Ensure and continuously monitor all KPI’s shall be met.
Do daily huddles to Team Leads and Associates to discuss plans, strategies and updates for the day and review prior day performance.
Do 1 on 1 Coaching with Team Leads and Associates to highlight their strengths and discuss AFI.
Formulate tactics to meet Service Level Agreements focusing on productivity and schedule adherence.
Execute Root Cause Analysis to ensure performance quality on a day-to-day operation.
Reporting to directly to Clients for Weekly KPI, ACD stats and Open & Aging Tickets.
Monthly KPI Performance Review and develop plans for AFI.
Establish BCP (Business Continuity POC) and Disaster Recovery on an event of Calamity or Disaster.
Monitoring Staff adherence for Company implemented up-training through internal Sharepoint site for annual and new IT policies.
Stands as escalation POC for Clients.
Delegating ADHOC Tasks to Associates to know possible internal career growth and Personal Development through building work confidence.
Develop strong bond with Associates, motivating employees to perform well, deliver results, improve employee satisfaction, and reduce Attrition.
Quality of Work
Develop, access, and evaluate staff performance.
Ensure that staff are following protocols and procedures as per Client and Company Benchmark.
Work with Quality Team on Data analysis to driver performance improvement.
Create a system that will ensure quality compliance and has the ability to enforce disciplinary actions needed.
Technical Skills
Active Directory
oUser and Computer Account Creation
oResource Access
Hardware Troubleshooting
Software Installation/Troubleshooting
VPN Installation/Troubleshooting
DeskSide Support
Network Troubleshooting
Remote Access (LogMeIn, Remote Desktop Protocol (RDP), and Bomgar)
Cognizant Technology Solutions Philippines, Inc.
December 2012 – December 2014
Position: Senior Process Executive
Accountabilities:
Handles Inventory Corrections.
Handles Database Management.
Handles Network Management.
Troubleshoots Software and Hardware issues for NCR POS Registers.
Reformatting and Reimaging POS Registers.
Handling Initialization File (INI) corrections.
Site server maintenance and reformatting (Both Main server and Back Office server).
Handles Floor support.
Knowledge Transfer Trainer for NCR POS server Win7 Migration Team.
Data analysis of account tickets for Cognizant Performance Excellence Team.
Handles Process Improvement and Technical Writing for Retail Department.
[24]7 Customer Philippines Inc.
July 2011 – March 2012
Position: Technical Support Representative Level II
Accountabilities:
Provides customers technical assistance for internet cable connection issues with 81% Client FCR requirements.
Troubleshoots Hardware and software issues.
Supports Mac OSX Leopard to OSX Lion, Windows XP to W7 Ultimate.
Handles Mac IOS and Android internet connection and mail issues.
Manages Browser setting issues from IE 6 to IE 9, Firefox 3.0 to Firefox 4, and Safari.
Supports WEP, WPA, Wireless LAN, extenders, and Hot spots issues. Issues.
Basic modem and router configuration.
Acquire Asia
August 2010 – December 2010
Position: Technical Support Representative
Accountabilities:
Handling technical assistance for VOIP network management.
Trained to troubleshoot Windows OS, MAC OS, Iphone, and smart phones.
Taking in customer billing, records update, and account management issues.
Providing and gaining agreement for customer retention Issues.
Troubleshooting and provisioning IP phones and ATA’s.
Reassigning 800 numbers to specific softphones.
Sitel Phils.
January 2009 – June 2010
Position: Technical/Customer Service Representative
Accountabilities:
Provides technical support to customers regarding product equipment either Mobile Modem or Home wireless modem.
Providing Troubleshooting assistance for Internet connection issue’s with 85% company required FCR percentage.
Supporting WEP, WPA, Wireless LAN, and PPPoE connections.
Providing Customer service assistance calls via dealing with Billing, documents and account updates.
Teletech Customer Care Philippines Inc.
August 2007 – December 2008
Position: Technical Support Representative Level II
Accountabilities:
Provides technical assistance for DSL Internet connection Issues with 89% company required FCR percentage.
Supports WEP, WPA, Wireless LAN, and PPPoE connections.
Assistance for web based and client based email issues.
Handling of Hardware and Software issue’s.
Basic modem/router configuration.
Handle’s Browser settings IE6, Mozilla Firefox, and Safari.
Trained to assist issues for Mac tiger and leopard.
Handle escalations from Tier 1 support representative.
Reference
Available upon request
Contact this candidate