Harvey Jovan Natino
IT Service Desk
San Francisco, Province of Agusan del Sur
Summary
Dynamic Support Analyst with a proven track record at Atos Global IT Solutions, enhancing customer satisfaction through effective incident management and technical troubleshooting. Spearheaded process improvements that reduced ticket resolution times, while fostering team collaboration through comprehensive documentation. Skilled in remote support and committed to delivering exceptional customer service.
Diligent IT Service Desk with background in providing exceptional technical support. Adept at troubleshooting complex issues and implementing effective solutions. Demonstrated ability to manage software installations and system updates while using strong problem-solving and communication skills.
Overview
3
3
years of professional experience
1
1
Language
Work History
Support Analyst First Line
Atos Global IT Solutions
09.2022 - Current
- Improved customer satisfaction by promptly addressing and resolving support issues.
- Increased efficiency of problem-solving by implementing automated diagnostics tools for common issues.
- Implemented process improvements that resulted in reduced ticket resolution times and increased first-call resolution rates.
- Answered customer support inquiries via specialized ticket tracking platforms.
- Developed comprehensive documentation to facilitate knowledge sharing among team members.
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Education
Bachelor of Science - Information Technology
Southway College of Technology
San Francisco, Province Of Agusan Del Sur, Philippines 04.2001 -
Skills
Remote support
Additional Information
References:
Jalique Cruz
Team Lead
jalique.cruz@atos.net
+639397136805
Mark John Nobles
Tower Service Manager
mark-john.nobles@atos.net
+639063400883
Timeline
Support Analyst First Line
Atos Global IT Solutions
09.2022 - Current
Bachelor of Science - Information Technology
Southway College of Technology
04.2001 -
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