Apple C. Esquivel

Experienced IT Officer with a solid foundation in IT operations and support. Successfully oversaw network systems and effectively resolved technical issues, resulting in improved system performance and increased user satisfaction. Demonstrated proficiency in troubleshooting and optimizing systems, highlighting strong problem-solving abilities and technical expertise. Seeking a position to leverage acquired knowledge, special skills, and technical capabilities to contribute to company success while continuing personal and professional growth.

• Primary responsibility is user support and customer service. Being present and available to client requiring technical assistance.
• Execute service request and allocated trouble ticket by Contact Centre (remotely or on-site).
• Perform accordingly to ensure customers SLA are met at all times.
• Ensure vendor management is conducted in a manner that will ensure SLA to customers are met at all times.
• Work towards achieving the Key Performance Indicator set by the manager.
• Administer promptly as according to the escalation procedures to next immediate level of escalation.
• Ensure that all faults, service request and customer follow-up are accurately and promptly.
• Participate various delivery improvements meeting request by customers and internal team members.
• Administer process and procedures set by the company to ensure the highest level of system and Customer Care.
• Respond to questions from all emails and callers.
• Become familiar with each and their respective applications.
• Knowledgeable in fundamental operation of commonly used software, hardware, and other equipment.
• Follow standard IT- Service desk operating procedures; accurately log all Service Desk ticket using the defined tracking software.
• Become familiar with IT – Helpdesk policies and services.
• Proficient in installation of user application needed and hardware troubleshooting.
• Knowledgeable to Software and hardware troubleshooting whenever its remote user or on site.
• Become Familiar with the Systems, Network, Database, Desktop engineers, programmer, developers, and each team in IT Department.
• Other duties as assigned by the service manager.
• Works with end users in responding to complex request (email, phone or chat).
• Serves as a customer advocate to ensure request are completed in a timely manner.
• Proficiency with Microsoft Office suite.
• Must be able to interact effectively with all levels of management, both internal and external.
• Ability to adapt and excel independently in a fast paced, dynamic work environment.
• Must be able to function as a team player in all call center environment.
• Must have excellent listening skills, willingness to compromise, and the ability to anticipate and act on internal customer needs.
• Knowledge of Royal Caribbean Shipboard and shore side operations, business systems, processes, and procedures.
• Basic understanding of Networking Infrastructure.
• Take ownership and responsibility of an issues from start through to a successful resolution.
• Escalates issues and involve experts wherever required in order to resolve issues as quickly as possible.
• Responsible for technical issues on the ship and its operation.
• System Admin of each server in data center.
• Able to train new hire and introduce to the daily basis task.
• Flexible in the position and can perform a IT manager level task.
• Able to work under pressure.
• Responsible in All maintenance technical software and hardware onboard.
• Knowledgeable to setup different types of Network connection, trunkport, Cisco Access Point.

• Age: 29
• Place of Birth: Pasay City
• Height: 5'5
• Weight: 115 lbs
• Gender: Female
• Nationality: Filipino
• Marital Status: Single
• Religion: Roman Catholic