Music
Chrisver De Guzman
IT Support Specialist
Baliuag, Province Of Bulacan,BUL
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
13
13
years of professional experience
Work History
Support Advancement Specialist
Bentley Systems
Remote
12.2022 - Current
- Used ticketing systems to manage and process support actions and requests.
- Stayed current on industry best practices through regular professional development activities, incorporating new strategies into day-to-day operations as needed.
- Created user accounts and assigned permissions.
- Monitored problem management database and followed up with assigned personnel.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Installed, configured and maintained computer systems and network connections.
IT Support Specialist
Nucleus Network
Pasig, Metro Manila, Philippines
01.2022 - 12.2022
- Create tickets that include the necessary information to work on the problem.
- Basic troubleshooting – reboot the device, narrow down the issue, and research the problem.
- Reset passwords – local passwords or domain passwords.
- Set up email – configure email clients like Outlook, Apple Mail, etc.
- Ordering Office 365 licenses for existing clients.
- Configure o365 accounts
- Creating shortcuts to desktops.
- Setting up new printers.
- Configuring Citrix connections.
- Providing general support for Microsoft Office software.
Assistance System Engineer
TATA Consultancy Services
Angeles, Pampanga
07.2020 - 01.2022
- Streamlined helpdesk operations, providing timely technical support to endusers.
- Delivered helpdesk service and support to customers.
- Improved end-user satisfaction with timely and effective helpdesk support.
- Installed, configured and maintained computer systems and network connections.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Activated accounts for clients interested in new services.
IT Helpdesk Analyst
77 Global Services
Ortigas, Pasig City.
09.2018 - 07.2020
- Assisted customers with technical support inquiries.
- Provided product and technical support to customers.
- Installed and provided technical support for equipment.
- Resolved 30 technical support inquiries per day.
- Provided technical support and implemented change controls.
- Creating shortcuts to desktops.
- Setting up new printers.
- Configuring Citrix connections.
- Providing general support for Microsoft Office software.
- Escalate issues that require higher-level support.
Reset passwords – local passwords or domain passwords. - Install software – MS Office, QuickBooks, printer drivers, Adobe Reader, etc.
Technical Support Representative
Foundever(Former Sykes Asia Inc.)
Mandaluyong City, Metro Manila, Philippines
07.2016 - 08.2018
- Reset passwords – local passwords or domain passwords.
- Install software – MS Office, QuickBooks, printer drivers, Adobe Reader, etc.
- Set up email – configure email clients like Outlook, Apple Mail, etc.
- Documentation – Read and create KB articles for common issues.
- Remote access – Contact the customer & remotely access the computer for further troubleshooting.
- Basic understanding of operating systems – know the typical ins & outs of Windows.
- Creating shortcuts to desktops.
- Setting up new printers.
- Providing general support for Microsoft Office software.
E-Chat Support Representative
Sykes Asia Inc.
Mandaluyong City
03.2015 - 07.2016
- Provide assistance through chat regarding phone services
- Offers new Mobile Plans for the user
- Offers New Mobile Devices and Phone Plans
Retention Representative
Sykes Asia Inc.
Mandaluyong City, Metro Manila, Philippines
04.2014 - 03.2015
- Assist users on providing better offers
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Developed new strategies for customer retention activities.
- Increased efficiency and team productivity by promoting operational best practices.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved accounting, service and delivery concerns.
Customer Service Representative
Sykes Asia Inc.
Mandaluyong City, Metro Manila, Philippines
09.2011 - 03.2014
- Trained new personnel regarding company operations, policies and services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
Bachelor of Science - Information Technology
ABE International Business College
Malolos, Province Of Bulacan, Philippines 04.2001 -
Skills
Hardware and Software Knowledge
Network Admonistration
Technical Troubleshooting
Interests
Computer Gaming
Bass Guitars
Timeline
Support Advancement Specialist
Bentley Systems
12.2022 - Current
IT Support Specialist
Nucleus Network
01.2022 - 12.2022
Assistance System Engineer
TATA Consultancy Services
07.2020 - 01.2022
IT Helpdesk Analyst
77 Global Services
09.2018 - 07.2020
Technical Support Representative
Foundever(Former Sykes Asia Inc.)
07.2016 - 08.2018
E-Chat Support Representative
Sykes Asia Inc.
03.2015 - 07.2016
Retention Representative
Sykes Asia Inc.
04.2014 - 03.2015
Customer Service Representative
Sykes Asia Inc.
09.2011 - 03.2014
Bachelor of Science - Information Technology
ABE International Business College
04.2001 -