KARLOS KYLE M. LAPAZ
Batasan Hills
Overview
17
17
years of professional experience
2
2
Certifications
2
2
Languages
Work History
IT Support Analyst
Willis Towers Watson
11.2023 - Current
- Provide technical and general application function/feature support to clients – from phone, chat, and customer portal inquiries
- Manage, triage and resolve multiple incoming transactions, effectively by understanding client needs and meeting standard service level agreements
- Comprehension of the configuration of various WTW technologies to support clients
- Assists in developing standardized work processes, tools, and methodologies that improve quality and customer experience
- Learning and practicing efficient support delivery processes; by using problem-solving and people skills contributing to the evolution of better solutions and documentation to ensure swift resolutions to technical issues
- Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team to promote a 5-star customer service.
Service desk analyst
Datamatics (MSP)
12.2020 - 06.2023
- Act as the single point of contact for customers for all types of service requests, keeping them informed of incident progress, impending changes, and agreed outages
- Establish strong relationships with clients, enhancing customer service perception and satisfaction through clear communication and swift resolution of issues
- Escalate service requests that cannot be scheduled within agreed service levels
- Troubleshoot issues related to various systems, including Windows OS, Office Suite, Emails/Exchange, Printers, Network connectivity, Backups and Restores, Citrix, VPNs, File Access and permissions, desktop/laptop issues and VOIP
- Document all relevant end-user identification information, problem details, and the problem-solving process using the Job Ticket system ConnectWise
- Prioritize and schedule problems, escalating to the appropriate technician as necessary
- Utilize diagnostic utilities to aid in troubleshooting and learn about the software and hardware used and supported by the organization
- Conduct hands-on fixes at the desktop level, including software and hardware installations and configurations, and system application configurations
- Install and maintain Antivirus Software functionality across systems
- Test fixes to verify problem resolution and perform post-resolution follow-ups to prevent recurrence
- Analyze documented resolutions and trends to prevent future problems
- Develop help sheets and frequently asked question lists for end users.
Service Desk Analyst (Fix Term Contract)
Allegis
05.2020 - 10.2020
- Open, log, prioritize, assign, close tickets logged in the IT Service Desk
- Query the User for all relevant information concerning the call made or issue reported by the user
- Attempt to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
- Re-route misdirected Calls
- Escalate tickets not resolvable by SD, in accordance with client’s escalation procedures
- Provide status updates on Tickets to users
- Reopen Ticket / Create new ticket for follow up if the user indicates that the inquiry was not resolved to their satisfaction
- Able to make sound decisions and work with minimal supervision
- Excellent interpersonal skills to foster cooperation among users, support teams and peers
- Will be handling a voice account, and if required, additional contact channels as well such as Chat, Email, Self Service Tickets; Tools - Service Now, AD, Ms Office, O365 environment.
Service Desk Analyst
Shore Solutions
09.2019 - 05.2020
- Provides direct technical support to customers
- Responds to L1 tickets within the required target response/resolution time and update the users regarding their ticket’s progress
- Provides immediate customer assistance for emergency and URGENT fixes as defined in service definition
- Creates temporary “work-around” for immediate customer issues where appropriate
- Documents and logs all contacts and actions into database per specified guidelines
- Escalates to Level 2 by packaging, with concise description, actions, and traces required for escalation
- Follows customer issues through to completion to ensure resolution and customer satisfaction have been achieved
- Provides 24x7 shifting at L1 support
- Involvement in customer and company focus groups
- Addition responsibilities as required within the designed solution
- Communicate outages, maintenance schedules or any disruptions to services
- Perform planned and unplanned IT maintenance works.
Service desk analyst
DXC Technology
10.2017 - 12.2018
- Technical teams focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems
- Working more independently and from a standard protocol to respond to customer issues
- Moderate judgment may be used to supplement the outlined process
- Successfully resolve moderate technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems
- Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (for example warranty through enterprise).
I.T Helpdesk
Stefanini phils
09.2016 - 03.2017
- Provide 1st Level/Editorial and Frontline support via chat, contact us, and phone support origins for Reuters customers regarding editorial inquiry and technical incidents, feedback inquiry, and various other customer service related inquires
- Engage in proactive service activities based on service and customer trends and alerting
- Manage high-severity incident swarming and communication for hot topics and high severity cases
- Work with resolution teams on major, elusive, or reoccurring issues that affect customer satisfaction
- Maintain awareness of relevant news, technical, and product trends through self-learning/study, training classes and job shadowing.
Technical support representative
Aegis People support
01.2012 - 06.2013
- Managed Domain and email account of NSI clients.
Level 2 technical support representative
Teleperformance
08.2007 - 12.2011
- Provides technical assistance for both L1 tech and Epson US/Canadian customers.
Education
College -
PMI colleges
High School - undefined
Batasan Hills National High School
Elementary - undefined
Plaridel Elementary School
Skills
Running Office Equipment
Knowledge in Wireless and networking
Knowledge in computer hardware and software
Proficiency on Windows and Mac OS
Experience in Remedy
Experience in Service Now
Experience in creating VMware
Experience in creating Active Directory
Handling Executive support
Troubleshooting VPN connection
Experience in Office 365 administration
Active Directory management
Onboarding
Offboarding
Exchange
Office 365
Powershell
Performance issue troubleshooting
Outlook issues
Password resets
Network printer installation and troubleshooting
Software installation and troubleshooting
Setting up and troubleshooting MFA
Setting up RDP and Remote access
Network printer troubleshooting
Handling critical tickets
Certification
Windows Server 2016
Personal Information
- Age: 37
- Date of Birth: 03/22/1987
- Marital Status: Single
Tools Used
- Zendesk
- PRTG
- Windows Powershell
- Microsoft 365
- Microsoft Azure
- Windows Active Directory
- Exchange
- Splashtop
- Total Virus Malware scan
- Remote desktop
- Exchange powershell
- Connectwise
- IT Glue
References
- Albert Coronel, 09321505768, Operations Manager, Maersk
- Juan Miguel Hipolito, 09559044419, SME/CCA/QA, DXC
Timeline
IT Support Analyst
Willis Towers Watson
11.2023 - Current
Service desk analyst
Datamatics (MSP)
12.2020 - 06.2023
Service Desk Analyst (Fix Term Contract)
Allegis
05.2020 - 10.2020
Service Desk Analyst
Shore Solutions
09.2019 - 05.2020
Service desk analyst
DXC Technology
10.2017 - 12.2018
I.T Helpdesk
Stefanini phils
09.2016 - 03.2017
Technical support representative
Aegis People support
01.2012 - 06.2013
Level 2 technical support representative
Teleperformance
08.2007 - 12.2011
College -
PMI colleges
High School - undefined
Batasan Hills National High School
Elementary - undefined
Plaridel Elementary School
Windows Server 2016
Upcoming Microsoft Azure AZ-900