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
Customer Support
Product and service knowledge
Adaptability and Flexibility
Attention to Detail
Problem-solving aptitude
Analytical Thinking
CRM Software
Network Troubleshooting
Remote Support
Ticket management
Data Collection
Hardware troubleshooting
Helpdesk operations
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 -