Experience

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  Teletech novaliches

  Jul 2007 - Jan 2008

  Technical support representative (dell pc)

  Conducts preventive maintenance to all Dell computers including hardware, software and other Dell peripherals.• Troubleshoots and administers the use of LAN and WAN.• Installs and analyzes hardware, networking software and operating system and ensures its good condition at all times.• Obtains the customer’s account and User ID, document the specific error message, as well as the specific description of the problem being reported by the customer.• Solves problems raised by the customers electronically to provide immediate solutions.• Implements data, software and hardware security procedures.• Uses Dell Connect to remotely access customers’ pc for faster troubleshooting.• Compiles, records, and maintains problems and solutions log for future reference. Show less

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  Ibm solutions delivery, inc

  Nov 2008 - Dec 2015

  • Ensure that the team demonstrates appropriate behaviour and attitude at all times • Delegate tasks to the team members (based on available resources and workload)• May independently make decisions for the team -- reviews complex decisions with Team Leaders to develop problem solving and decision making skills• Monitor and identify ways to increase the productivity and utilization of the team• Contribute to the team’s long term business and strategic plans by providing input and ideas• Promote One Team spirit through sharing of ideas with Leadership Team to ensure that best practices are implemented • Understand and demonstrate both IBM and PMI values inside and outside the office space• Assist in building successful customer relationships• Ensure proper staffing at all times in order to meet Service Levels and Team Targets• Effectively identify areas of concern or underachievement; and assist Team Leads to set goals based on commitments provided by team members.• Propose necessary trainings based on team members’ knowledge gaps• Provides technical guidance/assistance to team members on more complex issues Show less Help Desk serves as a single point-of contact for end users to report their computer and telecommunications-related problems and requests.•All calls received by the Help Desk are logged and tracked until they are resolved.•Help Desk specialist provides simple and quick first-level problem determination for desktop-related problems.• Help Desk also includes but is not limited to computer hardware/software installation; telephone instrument installation, relocation of computer hardware and telephone instruments; and backup and recovery.•The Helpdesk Agent aims to provide first level support over the telephone and logs all problems, requests and inquiries in the SQL Support Magic System ensuring that all calls are answered within the service level. Show less

  • IT Service Desk Team Leader

    Aug 2011 - Dec 2015

  • Advisory Technical Learning Specialist

    Feb 2011 - Aug 2011

  • IT Helpdesk Technician

    Nov 2008 - Jan 2011
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  Stefanini north america and apac

  Dec 2015 - Sept 2018

  Service desk incident controller
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  Orica

  May 2019 - now

  • IT Service Desk Team Leader

    May 2019 - now

  • Configuration Manager

    May 2019 - now