Customer Service It Support

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Shane D. Diaz

Buenavista Homes Phase * Alley 2

Brgy. Jugan, Consolacion Cebu 6001

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

Email: *****.********@*****.***

Professional Summary

Dedicated Service Desk Analyst/IT Help Desk professional with nearly 9 years of experience providing exceptional support to U.S. and Australian customers. Proficient in incident management, email support, and network issue resolution. Skilled in ITIL methods with expertise in ServiceNow, JIRA, Active Directory, Zendesk, and equivalent systems. Known for exceeding SLA metrics and delivering quality customer service.

Key Skills and Qualifications

Technical Proficiency: ServiceNow, JIRA, Active Directory, Zendesk, SMEC, Remedy, Microsoft Word, Excel, ASD, Outlook, SIIAM, TANGO

Operating Systems: Windows 11, macOS

O365 Admin Center, Mobile Device Management, PowerShell

Applications: Microsoft Office 365, MS Teams

Networking: VPN Troubleshooting (Cisco, AWS)

Mobile Device Support: Troubleshooting for various mobile devices

Microsoft 365 & Active Directory: Experience in user management, setup, and troubleshooting

Tools: Basic Power BI knowledge, AI-powered service desk tools (MS Copilot, ServiceNow)

Soft Skills: Exceptional written, oral, organizational, and time management skills; ability to produce precise documentation

Performance Metrics

Consistently met and exceeded client standard SLAs.

Achieved over 90% average Customer Call Audit Scores.

- Consistently met and exceeded client standard SLAs.

- Achieved over 90% average Customer Call Audit Scores.

Key Responsibilities Handled

Incident Management: Documented incidents in ServiceNow, linked related incidents, and escalated systemic issues when necessary.

Problem Identification: Identified priority calls, highlighted potential problems, and ensured targets were met within KPIs.

Database Management: Maintained help desk database by recording caller statistics, inquiries, and responses.

Issue Resolution: Resolved issues through research, troubleshooting, and guiding clients through corrective steps; escalated complex problems.

Documentation and Quality Assurance: Documented all requests in the incident management system and conducted QA checks on team tickets.

Work Experience

Accenture Philippines

Service Desk Analyst - Level 2 Integrated Service Management (Australia)

September 2017 - August 2020

Provided 2nd-level technical support for M365, including Office 365, MS Teams, and related SaaS applications.

Handled incidents related to network, hardware, and software issues, as well as Microsoft 365 support.

Supported PC hardware, mobile devices, and printers, ensuring smooth operations.

Managed user accounts and permissions via Active Directory and Azure (Entra ID).

Provided application support for Windows 11 and other SaaS technologies.

Assisted in troubleshooting mobile devices using Mobile Device Management (MDM) tools and PowerShell scripts.

Created comprehensive documentation for recurring issues and resolutions, ensuring knowledge transfer and compliance with ITIL processes.

Tech Genies Phil

IT Help Desk Virtual Event Place Account (North America & Canada)

August 2020 - June 2021

Delivered IT support for SaaS applications, including Office 365 and MS Teams, with a focus on maintaining high customer satisfaction.

Supported PC hardware, mobile devices, and printers in a hybrid work environment.

Provided troubleshooting and support for Active Directory, including user management and group policies.

Meridian Remote Teams

SAAS Tech Support Specialist (North America & Canada)

June 2021 – Sept 2021

Provided IT support and customer service through various channels, handling tickets and escalating issues as needed.

Computer Freeks,

Freelance Tech support (New Zealand)

Aug- 2021 – Feb 2022

Duties and Responsibilities:

Troubleshooting: Help users with technical issues across devices like TVs, Android phones, computers, laptops, printers, and mobile phones.

Setup and Support: Assist with setting up and configuring devices, ensuring they work smoothly.

Remote Assistance: Provide remote support to resolve problems quickly without in-person visits.

Customer Service: Offer friendly, clear help to users, explaining solutions in easy-to-understand terms.

Collaboration: Work with the team to solve complex issues and improve support processes.

Documentation: Keep detailed records of support activities for future reference.

Easy Payroll Global (EPG)

Help Desk Technician / Junior Software QA Tester (Australia & UK)

June 2021 - June 2024

Provided technical support for computer systems, software, and hardware via phone, email, or in person.

Diagnosed and resolved technical issues, documenting all interactions and resolutions.

Participated in test planning and execution based on project requirements.

Conducted regression, functional, and integration testing; documented results and defects.

Contributed to improving QA processes and testing procedures.

CONVERGYS

Tier 2 Technical Support Microsoft Surface (North America)

September 2014 - April 2017

Provided technical support for Microsoft Surface products, including extensive M365 support.

Assisted users with Office 365 applications, including setup, troubleshooting, and optimization.

Supported PC hardware, mobile devices, and network connectivity to ensure seamless user experience.

Teleperformance

Hotel Specialist / Travel Expert (North America)

March 2014 - October 2014

Assisted customers with travel inquiries and ensured high levels of customer service.

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