FRANCO JOSEPH PONCE
Pandacan,Metro Manila
Summary
DEDICATED AND CUSTOMER-FOCUSED TECHNICAL SUPPORT SPECIALIST WITH A STRONG BACKGROUND IN TROUBLESHOOTING SOFTWARE, AND NETWORK ISSUES SKILLED IN PROVIDING CLEAR. EFFECTIVE SOLUTIONS AND TECHNICAL GUIDANCE TO USERS. SEEKING TO CONTRIBUTE MY PROBLEM-SOLVING SKILLS AND IT EXPERTISE TO A DYNAMIC TEAM FOCUSED ON DELIVERING EXCELLENT USER SUPPORT AND SYSTEM RELIABILITY.
Overview
7
7
years of professional experience
Work History
SENIOR PROCESS EXECUTIVE II
INFOSYS-ALABANG
03.2024 - 06.2026
- Assisted claims examiners by providing accurate and detailed client benefit information.
- Resolved issues and ensured delivery of complete documentation.
- Supported clients through effective communication and problem-solving efforts.
- Delivered high level of service to customers in effort to build upon future relationships.
- Kept organisation in compliance with regulations and internal requirements.
- Formed and sustained strategic relationships with clients.
- Developed successful strategies and policies, meeting organisational needs and implementing improvements.
TECHNICAL SUPPORT
OPTUM ALABANG
01.2021 - 01.2023
- EXPERIENCED IN CREATING AND RESOLVING SERVICENOW TICKETS, ASSISTING CLIENTS WITH SOFTWARE ISSUES, PASSWORD RESETS, WALKTHROUGHS, AND PROVIDING ACCURATE WEB RESOURCES.
- ENSURES TIMELY AND EFFICIENT ISSUE RESOLUTION
BRANCH OFFICE SPECIALIST
ROBOCASH FINANCE CORP
01.2019 - 01.2020
- GUIDED CUSTOMERS THROUGH LOAN APPLICATIONS
- PROVIDED FINANCIAL ASSISTANCE AND SUPPORTED ONBOARDING OF NEW CLIENTS TO FINANCIAL SERVICES.
Education
INFORMATION TECHNOLOGY -
Technological Insitute of the Philippines
01-2016
Skills
- TROUBLESHOOTING
- SOFTWARE ISSUES
- INSTALLING AND UPDATING SOFTWARE AND DRIVERS
- REMOTE DESKTOP SUPPORT
- MANAGING SUPPORT TICKETS
- WORKFLOWS USING SERVICENOW
- WORKFLOWS USING SALESFORCE
- PROBLEM-SOLVING
- CRITICAL THINKING
- CONFIDENTIALITY
- INTEGRITY
- EFFECTIVE COMMUNICATION
- CONFLICT RESOLUTION
- ADAPTABILITY
References
- ELMER ESTRELLA, PRESIDENT GLADSTONE COMMERCIAL, 0917-1598933
- SAMANTHA JIMENEZ, SALES AND MARKETING SUPERVISOR 0956-6914746, samjimenez024@gmail.com
- PATRICK ENTIENZA, SENIOR PROCESS EXECUTIVE,0910-1676554
- MIA GATCHALIAN, SALES MANAGER,0917-7198933
Timeline
SENIOR PROCESS EXECUTIVE II
INFOSYS-ALABANG
03.2024 - 06.2026
TECHNICAL SUPPORT
OPTUM ALABANG
01.2021 - 01.2023
BRANCH OFFICE SPECIALIST
ROBOCASH FINANCE CORP
01.2019 - 01.2020
INFORMATION TECHNOLOGY -
Technological Insitute of the Philippines