Gervin Estorninos
Central Luzon
Summary
Seasoned team leader eager to join and elevate your team, leveraging a proven track record in fostering collaboration, driving performance, and guiding projects to triumph with strategic leadership and communication.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Information Technology Service Desk Team Lead
Millennium Technology Services
Pampanga
06.2022 - 04.2024
- Provided technical leadership on the design, development, and deployment of applications.
- Coordinated closely with project managers to ensure timely completion of tasks.
- Documented various processes related to system implementation and maintenance activities for future reference.
- Oversaw daily operations within the IT department, including resource allocation and task delegation.
- Conducted regular performance reviews for the IT team members.
IT Specialist
MyAmazonGuy
12.2023 - 02.2024
- Demonstrated excellent verbal and written communication skills in English.
Utilized expertise in various platforms such as Mailchimp, Zapier, Jotform, CMS (WordPress), HTML, CSS, JavaScript, PHP, and JSON.
Applied problem solving skills along with critical thinking to comprehend intricate system dependencies.
Adapted quickly to a wide range of general and specialized applications, software and hardware used within the organization and the industry. - Skilled in utilizing Microsoft Office, G Suite applications, and computer security protocols
Information Technology Service Desk
Wipro Limited
Quezon City
08.2020 - 06.2022
- Provide accurate answers and solutions to customer queries
- Address customer complaints in a compassionate and patient manner
- Hands-on experience in Active directory, Microsoft OS, MS Exchange, ITIL know-how and Incident Management Processes Able to handle Level 1 support for IT issues Can communicate well in calls and chats/emails Familiar with ITIL V3
- Monitored client computer network operations, from planning and budgeting to installation, maintenance and support.
- Supervised IT staff accountable for identifying and diagnosing server and data center issues and design and implementation of new data center technologies.
IT Support Specialist
Concentrix
Central Luzon
06.2020 - 08.2020
- Provided prompt assistance to clients in resolving technical inquiries related to system setups/configurations, product usage/features, and software debugging/improvements.
- Acts as a liaison between the company and customers, providing effective communication and problem-solving assistance
- Ensures timely updates to customers on resolved issues, cultivating strong retention and reference capabilities.
- Tracked and prioritized IT tickets and requests based on severity and potential business disruptions involved.
- Monitored IT use to maintain compliance with established processes, policies, and guidelines.
Technical Support Representative
Sutherland
Central Luzon
03.2018 - 03.2020
- Efficiently and professionally handling technical issues via calls, chat, and web portal at a large corporate Service Desk within a high volume call center environment that operates 24x7x365.
- Assisted end users in resolving issues related to endpoint devices, Contact Center solutions applications, and Collaboration applications such as WebEx and Jabber
- Successfully resolved inbound technical contacts by maintaining a high level of customer service, providing necessary support, and meeting call handle time objectives.
- Maintained accurate records of customer interactions in incident management tracking tool, typing quickly and efficiently.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
Education
Bachelor of Science - Information Systems
City College of Angeles
Angeles City Pampanga05.2018
Skills
- Reporting and analysis
- Account Management
- Escalation management
- Client Relationship Management
- Incident Management
- Team Management
- Coaching and Mentoring
- User Support
- Application support
- Documentation Development
Title
IT Service Desk Team Lead
Certification
VIRTUAL ASSISTANT CERTIFICATE
ITIL V3 Certified
Timeline
IT Specialist
MyAmazonGuy
12.2023 - 02.2024
Information Technology Service Desk Team Lead
Millennium Technology Services
06.2022 - 04.2024
Information Technology Service Desk
Wipro Limited
08.2020 - 06.2022
IT Support Specialist
Concentrix
06.2020 - 08.2020
Technical Support Representative
Sutherland
03.2018 - 03.2020
Bachelor of Science - Information Systems
City College of Angeles
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