Aledsa Apin
San Fernando, Province Of Pampanga,PAM
Summary
Multi-tasking Team Leader well-known for executing successful, new initiatives. Creates dynamic and positive workplace culture to align with organizational mission and values. Trains new hires and mentors struggling workers to achieve overall team success.
Overview
10
10
years of professional experience
Work History
Tier 2 Technical Support Representative
Concentrix
Quezon City, Metro Manila, Philippines
09.2014 - 11.2019
- Responsible for providing technical support such as Home Windows operating system users issues, Virus and PC performance issues, Office application issues, software application issues, email issues/configuration, login issues and passwords and syncing files issues
- Responsible for handling escalated cases from level 1 technical support.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Achieved high levels of customer satisfaction through empathetic listening and timely follow-ups on escalated cases.
- Maintained a high level of expertise in company products, staying up-to-date on new features and updates to better assist customers.
- Contributed to the development of internal training materials to enhance team capabilities.
- Conducted root cause analysis on recurring issues to identify patterns and develop long-term solutions.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
IT Helpdesk - 1st Level
ProbeGroup PH
Quezon City, Metro Manila, Philippines
07.2020 - 09.2020
- Escalate service questions to appropriate department
- Assisted in hardware and software installations, ensuring smooth transitions for users during upgrades or migrations.
- Increased first-call resolution rate through effective problem-solving and clear communication skills.
- Streamlined processes for faster ticket resolution, implementing best practices across the department.
- Provided basic end-user troubleshooting and desktop support.
- Supported remote users via phone or remote desktop applications, resolving issues effectively from a distance.
- Tested new software and hardware prior to deployment.
- Reduced ticket backlog by prioritizing tasks and managing workload effectively.
Shift Leader - IT Helpdesk
ProbeGroup PH
Quezon City, Metro Manila, Philippines
09.2020 - 10.2021
- Resolved conflicts between employees to maintain positive and productive work environments.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Devised and implemented processes and procedures to streamline operations.
- Conducted performance reviews and provided staff with feedback and guidance.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Coordinated with clients and support groups in managing high priority incidents
Team Leader - IT Helpdesk
ProbeGroup, PH
Angeles City, Province Of Pampanga, Philippines
10.2021 - Current
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Promoted high standerds through personal example to help each member understand expected behavious and standards.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Conducted regular reviews of operations and identified areas for improvement.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Coordinated with clients to improve processes
Education
Bachelor of Science - Information Technology
STI College
Koronadal, Province Of South Cotabato, Philippines04.2018
Skills
- Teamwork and Collaboration
- Problem-Solving
- Client Service
- Evaluating Employee Work
- Process Improvement
- Documentation And Reporting
- Technical Support
- Issue Resolution
- Adaptability and Flexibility
- Multitasking Abilities
- Influencing skills
- Leading Team Meetings
- Data Analysis
- Coaching and Mentoring
- Complex Problem-Solving
- Client Support
References
- Helbert Chito Reyes, helbert.reyes@probegroup.com.ph, Operations Manager - ProbeGroup PH
- Abegail Yanson, abegailyanson1993@gmail.com, Team Lead – Concentrix PH
Accomplishments
Consecutive Best Team Leader Award in the whole year of 2023
Awarded Leadership Award at the ProbeCx Aim High Awards 2024
Timeline
Team Leader - IT Helpdesk
ProbeGroup, PH
10.2021 - Current
Shift Leader - IT Helpdesk
ProbeGroup PH
09.2020 - 10.2021
IT Helpdesk - 1st Level
ProbeGroup PH
07.2020 - 09.2020
Tier 2 Technical Support Representative
Concentrix
09.2014 - 11.2019
Bachelor of Science - Information Technology
STI College