Archieval Laos
Service Delivery Manager
QUEZON CITY
Summary
Dedicated Customer Service Representative dedicated to providing quality care for ultimate customer satisfaction. Proven ability to establish and maintain excellent communication and relationships with clients.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
SENIOR TECHNICAL SUPPORT ENGINEER
Netwiz Information System Inc.
04.2019 - Current
- Performed L3-L5 office support.
- Supervises and overseas team support operations.
- Documents reports and handle key accounts.
- Trains new technical support engineers.
TECHNICAL SUPPORT ENGINEER
Netwiz Information System Inc.
03.2017 - 03.2019
- Communicates with Global team to perform L1-L2 support.
- Provides to complex technical problems in a variety of industries.
- Inspects products and processes for flaws, and identify areas of improvements.
- Assist in maintaining client equipment.
- Processes building and set-up of equipments.
- Provides direct technical support and training to clients on installations and proper usage, to ensure that the system is functioning and maximizing its use according to specifications.
- Respond to customer inquiries concerning system software and application.
- Provides immediate customer assistance for emergency and urgent needs as defined in service definition.
- Provide deskside support for a global client.
- Resolves issues and updating incident tickets.
- Troubleshoot work desktop, laptops and other i.t related equipments.
- Troubleshoot software issues such as SAP, GATES, o365, VPN, etc.
DATABASE ANALYST
Ikon's Solutions Asia Inc.
04.2016 - 03.2017
- Updating deployment and marketing modules in IRIS System.
- Gathering and analyzing all incoming applicant data from Workaboard and other job hunting sites and provide requirements for head hunters and recruiters.
Education
Bachelor of Science - Information Technology
AMA Computer Learning Center
Bulacan 01.2012 - 01.2016
Skills
Microsoft Exchange
Windows Server
IT Infrastructure Planning
ITIL Framework
Synology NAS File Server
Hardware diagnostics
ITSM (Manage Engine)
Network Administration
Cyber Security
SAP / GATES
SUPPORTED CLIENTS
- AVON PHILIPPINES
- DHL PHILIPPINES
- BECTON AND DICKINSON
- PEPSICO PHILIPPINES
- STARBUCKS
- FIVESTAR BUS CORP.
- GARLIC AND PEPPER.
- HONDA TRADING PHILIPPINES CORP.
- HONDA TRADING PHILIPPINES ECOZONE CORP.
- KANSAI PAINT PHILIPPINES
- YNPC PHILIPPINES
- NESPRESSO PHILIPPINES
CHARACTER REFERENCE
- Benilou Joseph "Joy" P. Villarez
Department Manager / Compliance Officer
Honda Trading Philippines Ecozone Corp
Mobile: +639175849931
Email: bpvillarez@htpe.ph
- Mikey Rosales
Chief Marketing Officer
PEPSICO North Asia + Maps
Mobile: +639178811888
Email: michaeleric.rosales@pepsico.com
- Mark Laurenze Ungos
Server and Network Engineer
PILIPINAS TELESERV INC.
Mobile: +639567909698
Email: mlungos@outlook.com
Timeline
SENIOR TECHNICAL SUPPORT ENGINEER
Netwiz Information System Inc.
04.2019 - Current
TECHNICAL SUPPORT ENGINEER
Netwiz Information System Inc.
03.2017 - 03.2019
DATABASE ANALYST
Ikon's Solutions Asia Inc.
04.2016 - 03.2017
Bachelor of Science - Information Technology
AMA Computer Learning Center
01.2012 - 01.2016