Summary
Overview
Work History
Education
Skills
References
PERSONAL BACKGROUND
Timeline
Generic

EJHAYSON S. BERNALDO

Process Analyst
Orani

Summary

Competent Process Analyst offering more than 10 years of experience in IT related roles. Analytical and logical mindset with skill in developing actionable solutions to meet business needs. Promoting exemplary talents in documentation and reporting.

Overview

17
17
years of professional experience

Work History

Process Analyst

Wipro Philippines Inc.
03.2020 - Current
  • Take and receive all customer calls/emails in a professional and courteous manner;
  • Follow procedures to ensure all calls/emails are identified as 'in' or 'out' of contracted scope;
  • Provide 'first time fix', wherever possible;
  • Apply known solutions, advice and guidance to customers;
  • Take change requests from customers and ensure these are accurately logged and referred to the appropriate support teams;
  • Log all calls, using the designated call handling system and entering detailed and accurate information;
  • Manage administration tasks within the team, e.g. mails, pc requests, procurement requests
  • Assign any problems which cannot be resolved during the call/logging to the appropriate support group;
  • Keep the customer, when they make follow up calls, fully informed about the progress of any problems which have been assigned to a support group;
  • Identify common and large scales problems and alert the Incident Manager & Team Leader to these;
  • Respond to customers' chases & Email messages in a timely fashion;
  • Duties and Tasks/Essential Functions:
  • Conducted walk-through demonstrations of proposed process changes.
  • Increased efficiency and team performance by implementing actionable process improvements.
  • Produced documentation outlining process improvement solutions.

Service Desk Representative

ATOS IT Services And Solutions
04.2013 - 02.2020
  • Company Overview: ATOS IT Solutions
  • Take and receive all customer calls/emails in a professional and courteous manner;
  • Follow procedures to ensure all calls/emails are identified as 'in' or 'out' of contracted scope;
  • Provide 'first time fix', wherever possible;
  • Apply known solutions, advice and guidance to customers;
  • Take change requests from customers and ensure these are accurately logged and referred to the appropriate support teams;
  • Log all calls, using the designated call handling system and entering detailed and accurate information;
  • Manage administration tasks within the team, e.g. mails, pc requests, procurement requests
  • Assign any problems which cannot be resolved during the call/logging to the appropriate support group;
  • Keep the customer, when they make follow up calls, fully informed about the progress of any problems which have been assigned to a support group;
  • Identify common and large scales problems and alert the Incident Manager & Team Leader to these;
  • Respond to customers' chases & Email messages in a timely fashion;
  • Duties and Tasks/Essential Functions:
  • Engage in user support interactions via telephone, chat and email platforms.
  • Enter service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Address user customer service concerns and decide when to escalate problems to specialist team members.
  • Diagnos and resolve user system functionality issues to enable completion of desired operations.

Technical Support and Sales Professional 2

ETelecare Global Solutions
09.2008 - 01.2013
  • Company Overview: E-telecare/Stream Global Solutions
  • Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
  • Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, virus, spywares and more;
  • Research required information using available resources;
  • Follow standard processes and procedures;
  • Identify and escalate priority issues per Client specifications;
  • Redirect problems to appropriate resource;
  • Accurately process and record call transactions using a computer and designated tracking software;
  • Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
  • Organize ideas and communicate oral messages appropriate to listeners and situations;
  • Follow up and make scheduled call backs to customers where necessary;
  • Stay current with system information, changes and updates
  • Duties and Tasks/Essential Functions:
  • Conferred with existing and potential customers to assess requirements and propose optimal solutions.
  • Supervised full-cycle sales delivery process by recruiting top talent and remaining up-to-date on product and system knowledge, customer service and administration.

Education

Bachelor of Science - Psychology, Clinical Psychology

Bataan Peninsula State University
Balanga, Province Of Bataan, Philippines
03.2006

Skills

Workflow Analysis

Experience in Active Directory and Office365 management and ServiceNow

Reporting skills

Process documentation

Skilled in Microsoft Office

Advanced knowledge in Computer troubleshooting, Hardware and Software

Has an excellent communication skill, ability to interface effectively with other people

References

Zumel, Jasper Jason, Team Leader, +639175863578, Stream Global Services, Intuit Mercury Connected Services

PERSONAL BACKGROUND

  • Date of birth: November 07, 1985
  • Civil Status: Single
  • Nationality: Filipino
  • Height: 5ft. 5in.
  • Weight: 53 Kilos
  • Nickname: ajha

Timeline

Process Analyst

Wipro Philippines Inc.
03.2020 - Current

Service Desk Representative

ATOS IT Services And Solutions
04.2013 - 02.2020

Technical Support and Sales Professional 2

ETelecare Global Solutions
09.2008 - 01.2013

Bachelor of Science - Psychology, Clinical Psychology

Bataan Peninsula State University

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EJHAYSON S. BERNALDOProcess Analyst