Jeffrey Ylagan

Experience

• 

  Park Hyatt

  May 2009 - May 2010

  Audio Visual Technician

  1. Handle events in the Banquet Hall, including the small and big meeting rooms as an AV Technician, specifically the Audio/Video and lighting requirements of each events. 2. Operation and Maintenance of Hotel room TV and DVD using iStreams system(Audio and Video Systems).Occasional Duties: -Working as a Room Attendant for Engineering complaints such as TV, DVD, bulb changing, repairing of broken bed leg, internet, and other basic complaints;-Hotel Room Telephone troubleshooting (PABX); Public Address System monitoring;-Basic Electrical, Mechanical, A/C and Plumbing troubleshooting; CCTV system troubleshooting. Show less

• 

  TeleTech Philippines

  Dec 2010 - Jan 2012

  Desktop Support I

  • Provided technical support for HP consumer notebooks, troubleshooting software and assisting with upselling parts and accessories.• Conducted hardware replacement/repair tasks and facilitated dispatch of hardware service for computers under warranty.• Collaborated with team members to ensure efficient handling of diagnostics and test failure codes for hardware service dispatch.

• 

  Convergys

  Aug 2012 - Dec 2015

  Technical Support Professional

  • Led a team of Subject Matter Experts (SMEs) in conducting interviews and providing training for team assignments.• Reported weekly statistics to HP Clients and Affiliated Contact Centers, updating Front Line Agents and Supervisors on processes.• Managed HP digital certificate creation and developed workflows for Windows 10 backup and upgrade.

• 

  Atos

  Jan 2016 - Mar 2019

  Technical Helpdesk Analyst

  • Provided technical support to Xerox employees for S3 Password Activation, Resets, and Reenable.• Managed various service requests including email creation, new user accounts setup, and hardware acquisitions.• Supported employees with PC troubleshooting, MS Office, Active Directory, VPN, and other applications/software.

• 

  Optum

  Mar 2019 - now

  • Supervised a team of analysts, providing feedback and coaching for continuous improvement.• Engaged in project management activities focused on automation and self-development.• Analyzed metrics such as Call Handling Time, Customer Satisfaction, and Quality Assurance.• Collaborated with different groups in managing enterprise metrics. • Managed a team of analysts at Optum, overseeing scorecards and providing timely feedback and coaching.• Played a key role in the continuous improvement plan for the Workstation pillar, focusing on enhancing First Call Resolution.• Reduced invalid ticket assignments to Level 2 Support, improving overall efficiency and customer satisfaction. • Provided technical support to UnitedHealth Group employees for password resets, troubleshooting hardware and software, and handling Level 2 Tickets.• Collaborated with Operations Management to analyze First Call Resolution (FCR) data and report findings.• Participated in various pilot programs for Optum deployments, including Workspace One, Office 365, and Appsense/DSM.

  • Associate Technical Support Manager

    Apr 2022 - now

  • Sr. Tech Support Analyst

    Mar 2021 - Apr 2022

  • Technical Support Analyst

    Mar 2019 - Mar 2021