Eduardo Domingo

Experience

• 

  Sykes

  Jun 2006 - Jan 2010

  Technical Support Representative

  • Handles Digital Subscriber Line account (DSL)• Receives phone calls and supports US clients that needs help with troubleshooting on DSL connectivity• Troubleshoots internet connection, Modulator Demodulator (Modem), electronic mail, Microsoft network software, MacAfee and One care Antivirus• Adjust computer settings for internet connection which includes configuration of Internet Explorer, Internet Protocol (IP) address and local and wireless networks• Coordinates with the customers Internet Service Provider (ISP) to resolve technical issues• Transfers clients to appropriate computer and software companies for unsupported concerns• Coordinates with inter-department concerning sales, billing and other technical issues• Dispatches technicians for wiring concerns and to personally assist client’s complaints that deals with DSL issues• Prepares reports of all incoming calls to ensure proper documentations and retrieval for follow ups Show less

• 

  Cognizant

  May 2010 - Apr 2012

  • Handles incoming complaints, customer satisfaction surveys, suggestions, appreciations, client and management escalations• Conduct root cause analysis on every complaints and negative CSAT, perform corrective action and implement solid preventive action• Attends to daily complaint meeting with Vendor management operations and senior management for feedback discussion and service improvement• Works closely with vendor management operations, user service center head, managers and leads for feedback handling and closure • Generate daily, weekly and monthly feedback report• Provides coaching opportunities for first level and second level Analysts• Conduct weekly meeting with Leads and Analyst to ensure awareness of customer experience management• Recommends mechanisms to quickly and practically share and implement these programs in areas not meeting customer satisfaction goals• Troubleshoot complex technical issue while ensuring positive customer experience Show less • Handles escalation from First level support• Troubleshoots all company supported applications• Diagnose and resolve technical hardware and software issues• Coordinates with functional teams for problem resolution• Provides coaching opportunities for first level analyst• Conducts refresher and training sessions for first level analyst• Provides floor support• Attends to productions calls with clients and senior management regarding service improvement, processes and complaints handling• Conducts technical and quality ticket audits Show less • Serves as point of contact for any IT-related issue• Responds to incident and staff questions via phone on all company supported applications• Diagnose and resolve technical hardware and software issues• Ensures customer satisfaction by providing quick response while providing reliable service to end users• Redirect problems to appropriate resource while observing proper escalation procedures and processes• Identify and escalate situations requiring urgent attention• Follows standard service desk process• Prepares reports of all incoming incident to ensure proper documentations and retrieval for follow-ups Show less

  • Service Desk - Complaints Management

    Feb 2011 - Apr 2012

  • Service Desk - Second Level Support

    Sept 2010 - Jan 2011

  • Service Desk - First Level Support

    May 2010 - Sept 2010
• 

  GHD

  Apr 2012 - now

  • Primary escalation for all service desk concerns• Responsible for managing the services provided by the service desk globally in accordance with GHD’s policies, Procedures and IS Governance framework• Establish policies designed to ensure client service excellence• Accountable for quality of service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems• Ensure that ISHELP staff are provided with appropriate tools including software and hardware requirements to perform their duties effectively• Drive constant assessment of customer feedback to ensure that necessary improvements are made in accordance to processes and service• Drive recruitment activities, workforce management and planning to ensure the right number of staff are appointed/available to meet the requirements• Implement strategies in managing customer experience to ensure that customer feedback is reviewed and that necessary improvements are made in the process and service• Provide mentoring, coaching and guidance to employees• Champion the company’s culture and team’s commitment to its core values Show less • Develop and Lead a team of service desk analyst to deliver excellent technical/non-technical support while ensuring outstanding customer service• Actively monitor and manage the service desk queue• Ensure all issues are logged, tagged, tracked and resolved in accordance with the service desk incident management process• Ensure operational processes are effective and internal service levels are met• Drives a cultural shift to performance-based metrics, creating a supportive and customer service-oriented team• Works to improvement on effectively utilize resources and find ways to improve processes and daily operational activities Show less

  • Global IS Service Desk Manager

    Jul 2017 - now

  • IS Service Delivery Manager

    Oct 2015 - Jul 2017

  • IS Service Delivery Team Lead

    Oct 2013 - Nov 2015

  • Information Services Technician

    Apr 2012 - Oct 2013