James Claudwald Tangan
IT Service Desk Analyst
Marikina City
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
16
16
years of professional experience
Work History
IT Service Desk Analyst
Foundever Philippines Corporation
02.2021 - 02.2024
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Used ticketing systems to manage and process support actions and requests.
- Configured hardware and granted system permissions to new employees.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
Customer Service Representative
Foundever Philippines Corporation
02.2020 - 02.2021
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Responded to customer requests for products, services, and company information.
- Handled customer inquiries and suggestions courteously and professionally.
Executive Assistant
Handyware Philippines Incorporated
02.2014 - 02.2020
- Provided professional administrative support during board meetings, including agenda preparation and minute-taking duties.
- Served as a liaison between departments to facilitate effective communication throughout the company.
- Prepared and edited presentations on behalf of executives for both internal meetings and external conferences.
- Enhanced productivity by organizing travel arrangements and coordinating accommodations for executives.
- Organized and coordinated conferences and monthly meetings.
- Transcribed meeting minutes to support sales, business development and senior management teams.
- Handled confidential and sensitive information with discretion and tact.
- Filed paperwork and organized computer-based information.
- Coordinated events and worked on ad hoc projects.
Graphic Designer
Kameraworld, IPRO Corporation
01.2010 - 10.2013
- Created artwork for product packaging and promotional materials.
- Edited and enhanced existing artwork and graphics.
- Created logos, illustrations and typography for various organizations.
- Developed creative design for print materials, banners and signs.
- Created digital image files for use in digital and traditional printing methods.
Stock Clerk
Suyen Corporation
06.2008 - 04.2009
- Assisted customers in locating desired items, providing exceptional service and promoting customer satisfaction.
- Maintained close collaboration with suppliers to resolve any shipment discrepancies or delays quickly, minimizing impact on store operations.
- Facilitated smooth communication between stockroom staff and sales associates to ensure seamless operations on the sales floor.
- Improved product availability by swiftly restocking shelves and displays as needed.
Sales Representative
Blues Brother Incorporated
11.2007 - 04.2008
- Listened to customer needs and desires to identify and recommend optimal products.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
Education
Bachelor of Science - Information Technology
Central Luzon State University
Science City Of Muñoz, Nueva Ecija, Philippines 04.2001 -
Bachelor of Science - Biology
Central Luzon State University
Science City Of Muñoz, Nueva Ecija, Philippines 04.2001 -
Skills
Security awareness
Network Troubleshooting
Escalation management
Incident Management
Application support
Remote Support
ITIL Knowledge
Ticketing system proficiency
Software Support
Operating systems knowledge
Data Backup and Recovery
Hardware support
Service Desk Experience
Software Installation
Technical Support
Systems Analysis
Hardware diagnostics
User credential management
Software diagnosis
Customer Service
User Support
Service support
Desktop support
Network diagnostics
Customer service expert
Technical documents comprehension
LAN/WAN
Network configuration
Microsoft Office Specialist (MOS) Expert
Wide-area Networks
Application installations
Microsoft Outlook
Account Management
TCP/IP
System Administration
Ticket support system management
Technical Troubleshooting
Ticket management
Mac systems
Help Desk Support
Hardware Configuration
Timeline
IT Service Desk Analyst
Foundever Philippines Corporation
02.2021 - 02.2024
Customer Service Representative
Foundever Philippines Corporation
02.2020 - 02.2021
Executive Assistant
Handyware Philippines Incorporated
02.2014 - 02.2020
Graphic Designer
Kameraworld, IPRO Corporation
01.2010 - 10.2013
Stock Clerk
Suyen Corporation
06.2008 - 04.2009
Sales Representative
Blues Brother Incorporated
11.2007 - 04.2008
Bachelor of Science - Information Technology
Central Luzon State University
04.2001 -
Bachelor of Science - Biology
Central Luzon State University
04.2001 -