Ronald B.

Experience

• 

  ETelecare Global Solutions (Dell Account)

  Dec 2006 - Oct 2010

  Resolution Expert/Technical Support Representative

  ● Provides first-level technical support on Dell supplied products and/or peripherals using documented procedures and available tools. ● Support on Dell Supplied software and applications to the point of installation and basic use, or to the level of service appropriate to the warranty offered on the product.

• 

  Stream Global Services

  Oct 2010 - Jan 2013

  ● Lead Support Professionals, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation in delivering on Stream’ mission.● Provide day-to-day supervision and management of a directly assigned team of Support Professionals. ● Provide 2nd Level of support on Dell supplied products and/or peripherals using documented procedures and available tools.● Performs service observes or live barge sessions to provide immediate feedback & real-time phone support.

  • Team OIC

    Apr 2012 - Jan 2013

  • Resolution Specialist / SME

    Oct 2010 - Apr 2012
• 

  Convergys (Dell Computers)

  Jan 2013 - Mar 2015

  Resolution Specialist Manager / Technical Officer

  ● Responsible for the optimum issue resolution of cases handled by the program by ensuring high-level in-depth analysis of the shift’s performance.● Responsible for handling high level escalated customer calls to ensure immediate issue resolution; for validation of changes in policies of the client and trouble-shooting strategies, escalating system/process issues, and recommending improvements thereto; and for performing various tasks in support of the L2’s development and performance management. Show less

• 

  Convergys Philippines Inc

  Mar 2015 - Nov 2018

  ● Manage high priority outages (P1 and P2 incidents) across Convergys globally and coordinate with all the technical / support teams / vendors to restore the service as soon as possible● All High Priority incidents are managed through Service Restore bridges for faster restoration and minimize adverse impact on the business due to technology outages. ● Serve as the Main Point of Contact for all Service impacting incidents affecting a specific group, sitewide and/ or program-wide outages.● Execute the Event Management Processes for the global monitoring of all critical or non- critical devices and connectivity within the Production and Disaster Recovery Environment to anticipate and avoid potential incidents.

  • Situation Manager / IT Service Management

    Dec 2015 - Nov 2018

  • Global Network Operations Center Analyst

    Mar 2015 - Nov 2015
• 

  IT Career Switch

  Jan 2019 - Jun 2019

  IT Technician Traineeship

  The IT Technician Traineeship specializes in the different roles found within the IT Support sector through a series of intense courses and practical application. Courses studied included: CompTIA A+, Network+, Security+ Microsoft Windows 7 & 10 Cisco CCENT● Installing, Configuring & migrating windows 7 and 10 Operating Systems● Configuring Security systems & windows firewall● Troubleshooting common system problems ● Configuring and managing printers, configuring mobile devices● Configure, manage, and maintain essential network devices● Design and implementing a functional network● Active Directory – unlocking user accounts, resetting passwords, searching users● Implement network security, standards, and protocols Show less

• 

  IHSS (Decontamination & Sterile Service Solutions)

  May 2019 - Sept 2019

  Sterile Operative

  ● Engage in all aspects of the Decontamination and Sterilization Process, inspection, washing, assembling, wrapping and sterilization of reusable surgical instruments and medical devices, using manual and mechanical techniques, in line with the IHSS Quality Management System (QMS).

• 

  ClaireLOGIC

  Sept 2019 - Jul 2022

  ICT Support Engineer

  ● Respond to queries and requests for assistance, logging and updating those queries to reflect the ongoing status using the helpdesk ticket system● Fault diagnosis and resolution of issues, in co-operation with system and equipment suppliers as appropriate● Providing support for general applications, computer hardware, printers, and VOIP phones