Henry RESUME SUMMARY Latest Position Years(s) of Work Experience Latest Job Function Highest Education Attained Availability Current/Last drawn salary and allowances: Expected Salary Service Desk Coordinator 8 years Incident management / Escalations / Case Mentor Bachelor s Degree Immediately Available Basic Salary / 13 th month pay + Commissions / night differential pay Continuous recursive & up-training - negotiable EXECUTIVE SUMMARY I strive for continued excellence and career growth. I provide exceptional contributions to customer service for all customers. I'm well organized and have been able to do multitasking. I have demonstrated excellent people skills in addition to strong writing, analytical and technical skills. I believe my education, skills and experiences fit your requirements. Also, monitoring and supervision are part of my field of specialization and I am very confident with the skills I have would be an asset to your company. EDUCATION: 1999 2005 Mindanao State University - IIT, BSIED (Major: Drafting Technology) Technical Education and Skills Development Authority (TESDA) AUTOCAD 2010 TRAININGS & CERTIFICATIONS DELL Certified Systems Expert - Badge ID#: 135447 - Excellent troubleshooting skills (HARDWARE) for both laptop and desktop computers including other extra peripherals. ITIL V3 Certified The key strengths that I possess: 7 years plus work experience in the technical field supporting both hardware and software issues 3 years work experience in an ITO industry under Service Desk programs (Service Desk coordinator, Ticket Handler, Case mentor, Incident management) Worked as an IT/Technical Support Specialist in one of the fortune 500 company Practiced & executed workforce management programs and procedures (forecasting and scheduling), data analysis and reporting Very good leadership, self-driven, motivated, resourceful & a team player Excellent analytical, interpersonal, communication and written English skills Good understanding of information and communication technologies Technical proficiency on desktop computing and Internet technologies (WLAN, LAN, DSL, Broadband, DHCP, ad hoc troubleshooting / Windows Servers, Active Directory, MySQL, AVAYA & etc.) Technically competent with good working knowledge in the various systems administration platform such as MS Windows XP/VISTA/7/8/10, MAC PC's. Project management experience in medium to large size projects Flexible, able to multi-task, perform well in a fast-paced environment Meticulous, pro-active, resourceful and innovative with a positive work attitude Ability to handle technical challenges in learning new skills and a fast-learner
WORK EXPERIENCES: IT Service Desk Coordinator - isell Pty Ltd / isell Philippines February 2015 January 2016 The IT Service Desk Coordinator works within the isell Technical Service Desk to coordinate the successful and timely delivery of technical services to commercial clients in UK, New Zealand & Sydney, Australia area. The main responsibility of the Service Desk Coordinator is to process incoming service requests from clients and to coordinate timely service delivery with the Service Desk technical staff. The Service Desk Coordinator works closely with other Service Desk members including the Support Team, Training, Web Development Team, Data Team, Java Team, CLARION and the System/Network Administrator to support the technical needs of our clients. The Service Desk Coordinator position requires strong customer service skills and organizational skills. The Service Desk Coordinator is responsible for attaining maximum utilization of isell technical staff through daily dispatch of service requests. Service Desk Coordinator Primary Responsibilities: - Oversees the quality, systems, research, processes and details of how teams can attain their goals related to the team s project - Assigns tickets to the appropriate isell technical staff for resolution and ensure fast turnaround of user requests - Made sure each team project is done efficiently, progresses stay on schedule and meet the ITIL quality standards put forth by the company. - Improved productivity of isell technical staff with regards to ticket management to 90% - Improved customer service, perception, and overall satisfaction in providing regular updates to the client regarding resolution and progress status - Daily assessment of outstanding tickets and follow-up with isell technical staff and the customer - Process incoming service requests from clients (via email and other means) - Took overall responsibility for incident management and request fulfilment on the Service Desk. - Scheduled, arranged and conducted the meetings. Determined and communicated in tracking and meeting action items Other Responsibilities: - Created daily, weekly and monthly data spreadsheet reports for the clients for further evaluation on staff AFI s - Assessed ticket resolution escalated from front line with a specific time frame and coordinated resolution schedule with client - Assist as needed in client s ITQuoter system software upgrades and installation - Provided assistance on escalated cases from Lvl1 helpdesk team Technical Helpdesk Analyst (Ticket Handler) XEROX MARRIOTT International: April 2013 February 2015 Technical Analyst / Ticket handler Places the majority in getting the calls logged within a team. With the high volume of calls, it would be almost impossible to focus on one call at a time. Primary Role: - Resolved issues immediately through collected details on issues from frontline staff (i.e Enterprise Hardware & Software configuration TS, Networking, extra peripherals & etc.) - Was able to set priority to the assigned staff / analyst according to the severity of the issue - Focused on Service Level Agreement with internal customers - Improved ticket management from 30% - 90% job closures and user satisfaction. - Created daily, weekly and monthly data spreadsheet reports for the clients for further evaluation on staff AFI s
Applies a broad working knowledge of information technology products and services to more complex assignments and assists less experienced staff in the application of technical concepts, practices and procedures. Incumbents are competent to work on fairly complex assignments and/or portions of larger, complex efforts and perform a full range of technical helpdesk support. Provide occasional, functional and technical guidance to less experienced staff. The incumbent oversees and coordinates with quick-response customer support team and interfaces with clients (over the phone) to troubleshoot, analyze and diagnose more complex issues and engage appropriate technical resources to resolve client issues. The incumbent works under limited supervision to provide prompt and professional Help Desk service through quick processing and prioritization of a variety of problems. CONVERGYS MICROSOFT: Sep 2009 October 2012 Microsoft Answer Tech (MICROSOFT ANSWER DESK TEAM): March 2012 October 2012 Personal MICROSOFT URL: http://www.answerdesk.com/support/expert/irvinus - Responsible on communicating electronically with users experiencing difficulties to determine and document problems experienced through moving, reconfiguring and changing new and existing assets according to user s needs - Provided remote technical support for software and driver updates, firewall and PC Security Settings - Provided technical support for WLAN, LAN, DSL, Broadband, DHCP, ad-hoc troubleshooting - Provided remote technical support for platforms Win XP, Windows VISTA, Win7 - Kept track of PC equipment in asset database, asset database update and asset tagging - Ensured commitment to achievement of customer service levels where possible. - Provided hardware & software quotation requested by the users - Administered basic training and mentoring for newly hired onsite technicians - Proficient in MS Office 2007 2010 applications - Microsoft Answer Desk team is a one-stop shop for technical needs. Available 24/7 to answer technical questions, diagnose and resolve issues and recommend support services. Microsoft Answer Techs offer a wide range of Premium Support Services which cover real-time software and PC assistance, including virus removal and one-on-one personal training. Answer Techs are specially trained to address all types of concerns, from setting up a new PC to troubleshooting and repairing major issues. Provides helpful advice for technical question and easy fixes. Diagnoses and identify solutions to a Microsoft Windows user with any issues on their PC s. MICROSOFT Escalations Team Technical Support Officer - Supported MICROSOFT customers in the United States and rotational onsite support for company users - Provided extensive research for new and latest WINDOWS 7 issues that haven t been met from previous OS Versions - Provided, contributed and collated issue fixes for the escalations team as productive result on latest OS issue research - Attended frontline inquiries on escalated cases and issues - The Escalation Engineer position is the 3rd level technical position given for a software development company like MICROSOFT. Support Engineers or the frontline technical support escalate difficult issues to the escalation team when the skills required to work the issue far exceed the skills generally required. etelecare Global Solutions / DELL Computers: Mar 2009 September 2009 Technical Support II - Responsible on communicating electronically with users experiencing difficulties to determine and document problems experienced - Provided remote technical support for users with their networked Laptops, PCs, and Printers (HP, Dell, Acer) Performs OS setup and reinstallation - Supported all DELL computer related issues (Hardware and Software) to ensure Customer Satisfaction
- Provided advance technical assistance for Windows XP, Windows 98, Windows Vista Operating system - Provided technical assistance for internet issues both for wired (LAN) & wireless (WLAN) connections - Provided technical assistance for security software (anti-viruses & anti-spy-wares) such as: McAfee, Norton Internet Security, AVG anti-virus, Trend micro & etc. - Provided support on operational or maintenance of personal computers, desktops/ laptops / peripherals using available tools to DELL Consumers with issues regarding Hardware and Software configuration - Guide customer troubleshooting efforts to identify products that have user issues and issue service calls in accordance with DELL guidelines. - Consulted user guides and extensive amount of research on the latest solution for all printer problems that users encounter by collecting, organizing and maintaining problems and solutions log for use by other technical support analysts. - Asset tracking and ticket documentation using designated tools. - Provided basic training and mentoring for newly hired onsite techs Teletech: Aug / 2008 - Mar / 2009 Technical Support - Hewlett Packard APAC - IPG - Was able to provide technical support assistance to Hewlett Packard Consumers in the Asia Pacific Region (Australia and New Zealand) with issues regarding their HP printers including hardware and software configuration - Was responsible on communicating electronically with printer users experiencing difficulties to determine and document problems experienced - Consulted user guides and extensive amount of research on the latest solution for all printer problems that users encounter by collecting, organizing and maintaining problems and solutions log for use by other technical support analysts. - Provided software and hardware technical support for All-in-one Printers - Provided onsite and remote technical support for users within the company through rotational designation with their networked computers and printers. - Conversed and interacted with users in determining their needs, gather and document requirements. - Developed excellent English communication skills. - Acquired excellent skills in Customer Handling (Customer Experience, Customer Satisfaction & Customer Service) - Performed asset installations/reinstallations, maintenance and repairs on user equipment - Maintained and solved product level problems onsite with individual customers - Was able to meets commitments within specified timeframe Teletech: Aug 2007-Aug 2008 - ACCENTURE / AT&T Technical Support / Team Lead Trainee (TLT) - Was able to provide extensive technical support assistance to AT&T Customers in North America with issues regarding their AT&T DSL Internet Connection as well as configuration regarding their e-mail accounts provided by their internet service provider. - Provided technical support for various AT&T Proprietary Web applications. Client mail (Outlook express / MS OUTLOOK) and Webmail. - Acquired the ability in responding quickly in troubleshooting and isolating complex potentially service impacting condition that required a broad and in-depth level of technical knowledge. - Assisted and troubleshoot system problems that impacted service availability and have developed long term fixes that prevented service affecting failures from occurring.
SKILLS - Software: MS Windows XP / VISTA / Windows 7, 8 & 10 Operating Systems / MAC OS - Hardware: Desktop, Laptop, Tablet, Printer & scanners, extra peripherals - MS 2007 & 2010 Programs - AUTOCAD, Printshop, Adobe Applications - Technical proficiency on desktop computing and Internet technologies (WLAN, LAN, DSL, Broadband, DHCP, adhoc troubleshooting / Windows Servers, CRM, Active Directory & MySQL) Other Skills: - Musician