Bernardino Jr Sitson
Iloilo City
Summary
Dynamic leader and problem-solver with extensive experience at TELUS International Philippines, specializing in escalation and incident management. Excelled in team management and service level agreements, significantly enhancing user experience and system performance. Skilled in removing malware and providing technical support, demonstrating a balance of technical acumen and effective communication.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Service Desk Team Leader
TELUS International Philippines
01.2013 - 10.2023
- Collaborated with internal partners to effectively resolve user [Type] or [Type] issues.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Discussed customer concerns regarding product usage, billing or [Type] to promote improved user experience.
- Monitored system performance to identify potential issues.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
Technical Support Representative
Sutherland Global
12.2011 - 12.2012
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Technical Support Representative
Sykes Asia
06.2006 - 07.2011
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Education
Bachelor of Science - Computer Science
AMA COMPUTER COLLEGE
Santa Mesa, Metro Manila, Philippines09-2004
Skills
- Service level agreements
- Escalation management
- Team management
- Incident management
Certification
- ITIL Foundation Certificate in IT Service Management - AXELOS Global Best Practice.
Timeline
Service Desk Team Leader
TELUS International Philippines
01.2013 - 10.2023
Technical Support Representative
Sutherland Global
12.2011 - 12.2012
Technical Support Representative
Sykes Asia
06.2006 - 07.2011
- ITIL Foundation Certificate in IT Service Management - AXELOS Global Best Practice.
Bachelor of Science - Computer Science
AMA COMPUTER COLLEGE
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