Team Leader Technical Support
Resume:
Rachelle Capistrano Nash
Citizenship : Filipino
Date of Birth : 17 October 1986
Mobile Number : 270-***-****
Email : ************@*****.***
Address
**** *** ******* **** ***********, Kentucky, USA 42164
Working Experience
Company: DXC Technology, Quezon City Philippines (October 2017 – April 2024)
Job Title: Analyst 1 – Infrastructure Services
Achievements: Iconic Awardee, Bank’s Choice (2020)
Job Description:
Cadence
Monitoring of incidents raised by IT to avoid any ageing.
Maintaining and making sure the Service Level Agreement between the company and the client has met.
Proactively escalating the tickets to the 2nd level team for priority handling.
Procare
Reached-out to user’s to empathized.
Proactive escalations also sent for fast-track.
Assured that no pending issues left for the affected user.
Proactive endorsements where some of users tends to report their IT issue directly to me instead of calling the IT Desk.
Escalation Task
Extend assistance to handle calls for escalation.
Reached-out to SPGs for Fast-track and SLA Breach escalations.
Doing declined tickets, reviewed incidents, analyze and reach-out to queue owners.
Onboarding
Personal New Hire Consultant.
Reached-out to assigned Managers, help them to make sure their new hire/s will start on the first day in the office with complete IT Critical Resources.
Escalations were also sent to get their requests completed.
Assured that no pending request/issues left for the affected starter.
Company: Curo Teknika, Makati City Philippines (January 2014 – August 2016)
Job Title: Team Leader/ Supervisor
Achievements: Best Team / Best Team Leader
Job Description:
Worked with clients for Corporate, Alpha, and Enterprise accounts of PLDT
Handled Quality Audit
Got call productivity for technical support.
Able to handle administrative task.
Calmness under pressure.
Managed people.
Handled repair escalations.
Company: Iplus Intelligent Network Inc., Manila Philippines (January 2012 – December 2013)
Job Title: Team Leader/ Supervisor
Achievements: Best Team / Best Team Leader
Job Description:
Worked with clients for Corporate and Alpha accounts of PLDT
Able to manage stress.
Knows how to multi-tasked.
Able to motivate and managed people.
Decision-making ability.
Company: Iplus Intelligent Network Inc., Mandaluyong City Philippines (December 2009 – January 2012)
Job Title: Customer Support Helpdesk
Achievements: Top Agent of the Year (2010-2011)
Job Desciption:
Gave technical support to PLDT Corporate accounts.
Handled Alpha/VIP accounts
Assigned as Multi-Tasking Agent (Off-Board)
On The Job Training (OJT)
Company
Philippine Long Distance Telephone Company
Date
May - August, 2007
Position
Job Description
Trainee (International Transmission Operation and Maintenance Center)
Physical cross-connection of facilities for new activation.
Removal of old and un-used wiring from the frame.
Monitoring the status of E1 facilities.
Implementation of 5’S in our work areas.
Educational Background
2003 - 2008
Graduated with a Degree in Bachelor of Science in Electronics and Communications Engineering
Far Eastern University – East Asia College
Sampaloc Manila, Philippines
Character References
Ervin Trent
Auburn Kentucky, USA
Sheena Trent
Auburn Kentucky, USA
Rachelle Capistrano Nash
Applicant
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