Gerald Chua

Experience

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  Convergys

  Dec 2006 - Feb 2009

  Technical Router

  Provide Support for all Microsoft Products for Premier and Developer Customer.Create Service Request for each Premier CustomerHandle Critical Situation casesRoute to right Technical Support DepartmentAppointed Floorwalker and Mentor to New Hires from October 2007 – June 2008.Perform Coaching to New Hires to improve their Call Handling.Handle Customer Escalation Call, Performed a deep dive on DSAT surveys.Trained as an Acting Floor Leader:Main Role is to watch the Call Queue, Make sure that daily service level is achieve.Activate access of certain tools to agents.Conference call with Command Center and Other Sites to discuss daily statisticsSchedule Team Meetings and Continuing Education Trainings.Update Team with Individual and Team Statistics using CRDB. Show less

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  Lexmark

  Feb 2009 - Mar 2010

  Printing Solution and Software Development Technical Support Representative

  Primary Contact Point for Client Helpdesk, IT Technician, TAM and Authorize Service Provider (ASP).Provide support for Printers Hardware, Printers set-up to the network.Update Printer Firmware through the Network and through direct connection.Remote access user computer for proper printer set-up.Dispatch a Technician Onsite to Replace Necessary Parts, Recommend Printer Parts to ASP.Trained Newly Hired Wave 7 and Wave 8 Technical Support Agents.

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  DXC Technology

  May 2010 - now

  SAP Technology Consultant at DXC Technology

  May 2010 – Present Current Company Name: DXC TechnologyPrevious Company Name: Hewlett Packard Enterprise8th Floor, HP Eton Centris Quezon Avenue, Quezon CityCurrent Position: SAP Technology Consultant Level 3Previous Role:SAP Technology Consultant 2 ALU Functional Implementation TeamTechnical Escalation Manager (TEM), Global LEO LeadProject:ALU ZEFILOG EnhancementProject Role: Functional Implementation Team Member- Create test scenario that will be used for testing once code is ready.- Record every details on the test results.- Discuss the test scenario and result to business.- Perform training with the Service ManagementAMOD ServicesLinkProject Role: Functional Implementation Team Member- Assisted End to End interface testing from SAP to 3rd Party Application.- Prepare test data and scenario that will be use for the testing.P&G Tetris Logistic Execution Optimizer (LEO)Project Role: Functional Implementation Team Member-Process the change record that move the transports to Production.-Provide knowledge and updates of the current status of the assigned task.-Set-up lanes, configuration and batchjobs.NNIT Defect Resolver-Resolve issue encountered in testbox.-Determine if issue is cause by project team.Other Roles:Team Leader:-Provide daily checks of task and priority tickets.-Provide daily report to business Service Operation Manager.-Plan incident reduction next step and lead in implementation.Global Logistic Execution Optimizer (LEO) Lead:- Create improvement plan for all regions supporting LEO- Provide monthly report for incident analysis and incident reduction for repetitive issues.- Contact Monthly meeting for Regional leads to discuss issues and create improvement plans.Transportation Services Row Lead:-Created Current Best Approach for Critical Process which prevented impact to business.-Lead in setting up monitoring for TS monitoring for inbound and outbound idocs. Show less