Service Desk Technical Support

CONTACT

963**********

& kristoftgarcia@livecom

1151nt.1 Loreto st,

‘Sampaloc, Manila

@ hitps://www facebook com

/eocoknOt

SKILLS

Lean tested (Lean Six-Sigma)

‘Adaptability

+ Teamwork

Technical Knowledge

+ Organizational Skils

Effective Communication

+ Critical Thinking

PERSONAL INFO

+ Birthdate: April 16, 1980

+ Civil Status: Single

+ Nationality: Filipino

REFERENCES

Rex Roda

Genpact Phils. / Asst. Manager

Phone: 0917 - 5796923

Lalaine Rubina

Puregold Ine. / Audit Manager

Phone: 0917- 8159151

KRISTOFFERSON GARCIA

SERVICE DESK / HELPDESK SUPPORT

PROFILE

Analytical-minded and well-organized Technical support/Service Desk

associate with over 4 years! experience in maintaining and monitoring

SUA/Metrics requirement are _meet on fast-paced environments

Approachable, friendly and helpful, but always focused on task and

responsibilities to maintain work efficiency. Excellent communicator and

‘can provide superior customer service to internal and external user/clients

WORK EXPERIENCE

Genpact Inc 2014-2017

Service Desk Level 1/ Process Assistant

+ Creating or escalating incident tickets using ServiceNow

+ Knowledgeable with IT systems such as Active Ditectory (SSO),and

Oracle DBA

+ Handled systems such as Salesforce, Global Dealer portal

TELEDSnet, Citi FIS, Compass et.

+ Handling P1/P2 callsifneeded

Teleperformance Inc 2013-2014

Technical Support Representative

+ Troubleshoot Services: Fix internet TV, phone, and app issues.

+ Support Equipment: Reset modemsirouters, refresh cable boxes,

replace remotes.

+ Coordinate Tech Visits: Schedule, escalate, and confirm service

‘appointments, Track signal quality and push firmvare updates,

‘+ Manage Signals: Reftesh devices, activate equipment, check for

outages.

Help with Accounts: Assist with billing, payments, plan changes,

passwords.

‘Sykes Asia Phils 2009-2011

Technical E-mail Support

‘+ Respond to Customer Issues thru Email, Diagnose bounce-backs,

spam Issues, and mailbox full errors, Help update server settings

IMAP/POP/SMTP) and Guide users on configuring email clients

Jutlook, Apple Mall etc)

+ Maintaining service level of support with handling e-mails on time,

+ Deactivates and Re-activates user accounts

+ Filters forum threads, photos and check accounts for possible

Violations of users.

EDUCATION

Associate on Computer Programming, 11999-2001

STI College

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