IT Supervisor
Resume:
CONTACTS
***********@*****.***
Bangkal, Makati City
EDUCATION
Bachelor of Science in
Information Technology
Olivarez College
REFERENCES
Mr. Arch Ablaza
QA Manager, TATA Consultancy Services
2nd avenue corner 30th Street BGC Taguig City
Mr. Cory Curran
Operations Manager, TETC Digital
Based in US
****.******@*****.***
Mr. Todor Kakalov
Sr IT Manager, PPD part of Thermo Fisher
Sofia, Bulgaria
*****.*******@************.***
LICENSE
Name: Introduction to Technical Support
Issuing Organization: Coursera
Issue Date: November 2023
Credential ID: R2FCKB8922B6
Credential URL: http://bit.ly/40LHL5f
Name: Introduction to Networking and Storage
Issuing Organization: Coursera
Issue Date: November 2023
Credential ID: G2ZBHV8NJBXZ
Credential URL: https://bit.ly/3uus9XZ
YASHIKA KHEA A. CHAM
TEAM LEAD SERVICE DELIVERY
PROFILE
Competent Team Lead Service Delivery well-versed in assisting users with diverse computer system, mobile device, and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns.
EXPERIENCE
IT SUPERVISOR
PPD part of Thermo Fisher Scientific
SEPTEMBER 30, 2024 – June 28, 2025
Manage and lead a team of IT Service Desk technicians, offering guidance, coaching, and performance feedback to ensure high-quality customer service and operational excellence.
Resolve customer questions and concerns by communicating effectively with the customer and the management team/support staff in an efficient manner.
Administration of user accounts, computers, network resources, and management of security and email groups in Active Directory (AD)
Provide technical support to both internal and external end-users which includes diagnosing, troubleshooting equipment, systems, software and wireless network systems.
Develop standard operating procedures and ensure team members follow industry standard ‘best practice
Developing and implementing IT policy and best practice guides for the organization
Designing, developing, implementing and coordinating systems, policies, and procedures
Acting in alignment with user needs and system functionality to contribute to organizational policy
Coach Service Desk agents, assess, and record their performance and support them in their personal professionalization.
Foster a positive and collaborative work environment, promoting teamwork, open communication, and a customer centric mindset within the Service Desk team.
Identifying problematic areas and implementing strategic solutions in time
TECHNICAL SPECIALIST (IT SERVICE DESK TEAM LEAD)
HCLTech
MARCH 5, 2024 – AUGUST 30, 2024
Provide daily operational support to the team (covering Floor support, performance monitoring, feedback and assistance).
Accept and act on customer escalations.
Assess skill requirements & provide coaching of team to meet required quality standards & performance targets.
Point person (for mentioned location) for SD Ops Manager
Coordinate and manage relationships with support staff.
Use the Incident Tracking System to document and manage problems and work requests and their respective resolutions.
EXPERIENCE
TECHNICAL SPECIALIST (IT SERVICE DESK TEAM LEAD)
HCLTech
MARCH 5, 2024 – AUGUST 30, 2024
Monitoring call, web and chat queue management and performance against service levels, implement actions to achieve them and fulfill performance-reporting requirements.
Provide guidance to team members by acting as a center of competence on processes, systems and procedures.
Undertake appraisals utilizing peer input.
Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
Work closely with client / support staff to obtain technical knowledge and to support new technologies and services.
Training: Be willing to participate & Provide on the job training designed to enhance skills and support capabilities
Ensure best practices in Process and Quality for all SD Operations.
HELPDESK - SERVICE DESK SENIOR ANALYST (IT SERVICE DESK TEAM LEAD)
TTEC DIGITAL
OCTOBER 25, 2022 - NOVEMBER 13, 2023
Acts as the first point of contact for escalated issues from team members on shift, identify root causes and assist employees through to resolution.
Hands-on experience with Windows Operations systems, Active Directory, Office 365 user administration, User account creation for Active Directory, Exchange Mailboxes, Distribution lists, VPN & VDI.
Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs.
Developing and implementing test strategies, disaster recovery plans, and risk mitigation plans
Handles through to resolution all escalated customer service problems.
Perform periodic risk assessments and initiate risk control strategies.
Provide solution to any complex IT related challenges in the organization.
Coaches staff to improve business factor and ensure such interactions are documented in the approved location.
TATA CONSULTANCY SERVICES - OCTOBER 4, 2021 - OCTOBER 23, 2022
IT SERVICE DESK TEAM LEAD
JULY 25, 2022 – OCTOBER 23, 2022
Review completed tasks to ascertain compliance with standards. ·Monitor all team members and provide necessary advice and guidance.
·Coach all team members and motivate them to produce desired results.
·Keep up with trends in the constantly evolving information technology industry.
·Work alongside other departments to achieve company goals and visions.
Proven analytic skills in evaluating and implementing technology solution to meet business requirement.
TATA CONSULTANCY SERVICES
OCTOBER 4, 2021 - OCTOBER 23, 2022
QUALITY ANALYST
NOVEMBER 18, 2021 – JULY 24, 2022
Focus on designing/creating plans and ensure whether the quality requirements adhere to the organization’s policies.
·Responsible to ensure whether the plan is apt considering its performance, reliability, functionality, and compatibility
·Provide knowledge/ Knowledge transfer to new joiners ·Develops a good rapport between the management and the employees
IT SYSTEM ENGINEER
OCTOBER 4, 2021 –NOVEMBER 18, 2021
Installing and configuring operating systems and application software.
·Implementing best practices for system security and data backups.
·Troubleshooting and resolving all technical issues when they arise.
·Communicating effectively with IT support staff to ensure the setup process runs smoothly.
Anticipating potential issues or bottlenecks and identifying possible solutions.
IT SERVICE DESK ANALYST
INFOSYS BPM LIMITED
JANUARY 20, 2020 –OCTOBER 3, 2021
·1st Level Phone, Email, Chat, Self-Service Contact
Support
·Respond to and resolve customer requests, in relation to software, hardware
and network operations, applications, and infrastructure difficulties by providing fast, efficient and friendly customer service.
·Consistently achieve First Contact Resolution performance metric ·Accurately documents tickets
·Keep users aware of resolution steps and update, providing end to end ownership of tickets
ALORICA
OCTOBER 30, 2017 - JANUARY 11, 2020
VOICE AND DATA SERVICE MANAGER
MARCH 30, 2018 – JANUARY 11, 2020
·Respond to incoming customer inquiries by following techniques provided and approved by training. ·Effectively handle incoming customer call/e-mail inquiries within established periods. ·Basic comprehension of the product
EXPERIENCE
ALORICA
OCTOBER 30, 2017 - JANUARY 11, 2020
TECHNICAL SUPPORT REPRESENTATIVE
OCTOBER 30, 2017 – MARCH 30, 2018
Resolve customer complaints via phone. ·Use telephones to reach out to customers and verify account information.
·Great customers warmly and ascertain problem or reason for calling.
·Cancel or upgrade accounts.
·Update their email on the account.
·Activate their modem or router.
·Adding phone and cable service.
·Process credits and adjustment
APPLICATION SUPPORT SPECIALIST
PCM BPO LLC
MAY 01, 2017 – OCTOBER 20, 2017
·Assigns and maintains user access to network and software.
·Writes reports collecting information from department database resources for the various computer systems.
·Train users on web-based application. ·Corrects data-entry errors and performs routine maintenance.
·Maintains inventory.
TECHNICAL SUPPORT REPRESENTATIVE
TELEPERFORMANCE
MARCH 08, 2016 - APRIL 11, 2017
·Resolve customer complaints via phone. ·Use telephones to reach out to customers and verify account information.
·Greet customers warmly and ascertain problem or reason for calling.
·Cancel or upgrade accounts.
·Update their email on the account.
·Activate their equipment.
DATA ENCODER
STAFF ALLIANCE INC.
NOVEMBER 26, 2015 - FEBRUARY 16 2016
·To assist for the encoding of 2015 Medical Liquidation
· Other tasks that may be assigned from time to time
ASSISTANT SYSTEM SPECIALIST
CCC DATA MANAGEMENT SERVICES INC.
MAY 4, 2015– NOVEMBER 4, 2015
Prepares production-ready files to appropriate production specifications.
·Responsible for pre-flighting all production files assigned to ensure quality.
·Modifying existing code with new features available in current and future deployments of PHP/MySQL ·Write clean well-designed code
·Using Netsuite for business needs.
·Produce detailed specifications.
·Troubleshoot, test and maintain the core product software and databases to ensure strong optimization and functionality
·Contribute in all phases of the development life cycle.
Contact this candidate