Summary
Overview
Work History
Education
Skills
Photography and Videography
Timeline
Generic
Cedric Earl Magbanua

Cedric Earl Magbanua

IT Support
Cebu City

Summary

Adept at enhancing IT support and reporting processes, my tenure at Amazon, Accenture and Sykes Asia showcases a blend of analytical prowess and customer relations mastery. Leveraging skills in troubleshooting and problem-solving aptitude, I've significantly improved system efficiency and user satisfaction, embodying adaptability and a keen attention to detail.

Overview

7
7
years of professional experience

Work History

End User Support Associate II

Amazon
08.2023 - Current
  • Supported team with knowledgeable administrative assistance.
  • Collaborated with cross-functional teams to develop and implement IT solutions.
  • Assisted in selection and deployment of enterprise-wide applications that met business requirements while minimizing cost and complexity.
  • Used ticketing systems to manage and process support actions and requests.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Implemented proactive measures to anticipate potential customer issues, reducing the need for reactive support interventions.
  • Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
  • Initiated follow-up phone calls to sellers concerning resolved issues to enhance platform experience.
  • Achieved fast issue resolution through diligent research, analysis, and application of relevant solutions tailored to individual client needs.
  • Provided comprehensive training for new team members, ensuring consistent delivery of expert assistance to clients.
  • Played an active role in continuous improvement initiatives aimed at refining departmental processes and increasing overall support effectiveness.
  • Assisted in the development of internal knowledge bases to streamline information sharing and enhance team cohesion.
  • Utilized ticketing system to track customer requests and prioritize urgent needs.
  • Troubleshot hardware, software and network issues to identify and rectify discrepancies.
  • Installed and maintained hardware and computer peripherals to enhance and upgrade performance.
  • Provided input during technology refresh cycles to ensure alignment between business needs and IT capabilities going forward.
  • Reduced support tickets through proactive maintenance of hardware, software, and systems.

Enterprise Reports Analyst

Accenture
12.2021 - 08.2023
  • Managed multiple projects simultaneously while maintaining strict deadlines and high-quality standards.
  • Maintained strict adherence to data privacy regulations while handling sensitive information.
  • Standardized reporting templates across departments for consistent data representation.
  • Conducted thorough quality checks on all reports, ensuring accurate and reliable results.
  • Implemented data visualization techniques to create compelling presentations for executive leadership.
  • Enhanced user experience by creating interactive dashboards tailored to end-user needs.
  • Improved report accuracy by streamlining data collection and validation processes.
  • Collaborated with cross-functional teams to gather and analyze data, identifying trends and insights.
  • Proactively communicated findings with relevant stakeholders through clear explanations and visualizations.
  • Automated repetitive tasks in the reporting process, reducing manual workloads and improving turnaround times.
  • Served as a subject matter expert on report generation tools, providing guidance to colleagues and stakeholders alike.
  • Utilized in-depth analysis and creative problem solving to troubleshoot reporting issues.
  • Contributed to design reviews for comprehensive testing scenarios.
  • Enhanced data integrity by applying meticulous attention to detail when reviewing and analyzing data maintenance processes.

End User Support II

Sykes Asia Inc
09.2017 - 12.2021
  • Maximized user productivity through remote support sessions that identified, diagnosed, and resolved issues without requiring onsite assistance.
  • Developed a strong rapport with end users through consistent communication and effective problem-solving skills.
  • Improved system performance by regularly updating software and hardware components.
  • Collaborated with other IT professionals to address complex technical problems effectively.
  • Regularly reviewed and updated asset management policies and procedures in line with changing regulations, industry standards, and organizational objectives.
  • Maintained extensive knowledge of industry regulations, ensuring full compliance in all asset management activities.
  • Managed risk by proactively identifying potential issues throughout the deployment process and addressing them promptly with appropriate solutions.
  • Provided end-user training on best practices for data protection and secure system usage, leading to increased awareness and reduced incidents of human error.
  • Performed regular vulnerability scans and penetration tests to identify weaknesses in the IT infrastructure, addressing identified issues swiftly.
  • Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
  • Diagnosed network problems involving combination of hardware, software, power and communications issues.
  • Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
  • Served as subject matter expert on proposed technology purchases.
  • Installed and configured network printers and other peripheral devices.
  • Diagnosed and resolved hardware and software issues.

Education

Bachelor of Science - Information Technology

STI College - Caloocan
Caloocan
04.2001 -

Skills

Call center experience

Photography and Videography

During my rest day and free time I take photos and videos of any events which sometimes I earn extra money while enjoying my hobby.

Timeline

End User Support Associate II

Amazon
08.2023 - Current

Enterprise Reports Analyst

Accenture
12.2021 - 08.2023

End User Support II

Sykes Asia Inc
09.2017 - 12.2021

Bachelor of Science - Information Technology

STI College - Caloocan
04.2001 -

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Cedric Earl MagbanuaIT Support