Elmer Engana
Service Desk Supervisor
CALOOCAN CITY
Summary
User-Oriented Help Desk Supervisor with 4 years and 4 months of experience in leadership. Adept at managing an efficient desk of 10-15 workers and maintaining long-term relationships with clients. Resourceful and adept at giving detailed and concise instructions. Successful at training employees and ensuring excellent customer service.
Overview
6
6
years of professional experience
11
11
years of post-secondary education
Work History
Technical Support Engineer (OJT)
Concentrix
- Consistently met or exceeded performance metrics, contributing to overall team success.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Earned recognition from management for consistently delivering exceptional service quality.
IT Helpdesk Associate Technician
Teletech Novaliches
08.2018 - 02.2019
- Supported colleagues during high-pressure situations, fostering a collaborative work environment that prioritized teamwork and problem-solving abilities.
- Provided exceptional customer service by promptly addressing concerns raised during routine support calls, ensuring timely resolution for all technical issues.
- Maintained accurate records of all service requests, ensuring seamless communication between clients, technicians, and management personnel.
- Enhanced system performance by conducting thorough diagnostic tests and troubleshooting complex issues.
Helpdesk Associate Analyst
Teletech
02.2019 - 11.2019
- Demonstrated strong problem-solving abilities while troubleshooting issues related to data integrity or system inconsistencies.
- Collaborated with cross-functional teams to gather relevant data, enhancing the quality of analysis and reporting.
- Improved client satisfaction with timely resolution of technical issues, providing expert guidance and support during critical incidents.
- Maintained accurate records of all service requests, ensuring seamless communication between clients, technicians, and management personnel.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
Helpdesk Senior Analyst
Teletech
11.2019 - 11.2022
- Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Optimized core processes to improve business performance and operational agility.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
IT Helpdesk Supervisor
Teletech
11.2022 - Current
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Identified operational inefficiencies and implemented corrective measures, leading to an overall increase in effectiveness.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Education
Bachelor of Science - Information Technology
Golden Link College
Caloocan City, Metro Manila, Philippines 06.2013 - 04.2024
Skills
Software Updates
System Troubleshooting
Technical Documentation
Technical Troubleshooting
Application installations
Teamwork and Collaboration
Problem-Solving
Process Improvement
References
Furnish upon request.
Accomplishments
Consistent top 1 help desk analyst since 2018 to 2019. Got promoted on November, 2019, as Senior Helpdesk Analyst.
Timeline
IT Helpdesk Supervisor
Teletech
11.2022 - Current
Helpdesk Senior Analyst
Teletech
11.2019 - 11.2022
Helpdesk Associate Analyst
Teletech
02.2019 - 11.2019
IT Helpdesk Associate Technician
Teletech Novaliches
08.2018 - 02.2019
Bachelor of Science - Information Technology
Golden Link College
06.2013 - 04.2024
Technical Support Engineer (OJT)
Concentrix