JAYSON F. LAO - CLSSYB
IT Service Desk | Technical Support | Team Lead
Bacoor City
Summary
- Experienced Technical Analyst with 8+ years of success in problem-solving for employers and customers.
- Personable and adaptable, I deliver technical expertise in a language that is easily understood by engineers, company employees, and private users.
- Competent IT Service Desk and Technical Support that is well-versed in assisting users with diverse computer system, mobile device, software, and peripheral equipment issues.
- Technical support professional with proven track record in solving complex technical issues and enhancing user experience.
- Known for strong team collaboration and adaptability to dynamic environments, consistently delivering reliable support and effective solutions.
- Detail-oriented, organized, and meticulous employee.
- Enthusiastic team player, eager to contribute to team success and further develop professional and technical skills.
- Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments.
- Recognized as a Kudos Champion for receiving the highest number of unsolicited surveys, all rated at 100% across site by Optum Global Solutions - January 2022.
- A Certified Lean Six Sigma Yellow Belt
Overview
20
20
years of professional experience
2005
2005
years of post-secondary education
2
2
Certifications
Work History
Technical Support Analyst - Casual Employee
Optum Global Solutions
08.2024 - 01.2025
- Serve as the first line of support, providing technical assistance to users across multiple hospitals
- Manage user access and authentication by administering Active Directory for account modifications, password resets, and permission management
- Facilitating Imprivata enrollment to enable seamless badge-based login for users
- Provide technical support for platforms such as Kronos/UKG, Tiger Connect, Duo, and MaaS360, including but not limited to user membership management, software installation, initial setup, and configuration
- Printer management, including driver installation, printer mapping, diagnostics, and troubleshooting
- Citrix administration, including installing and configuring Citrix Workspace, managing user sessions via Citrix Director, monitoring latency metrics, and resetting profiles when necessary
- Provide support to several hospital applications and devices including Epic, Vocera, Cisco Phones, Nurse Call, Dell Wyse, Workstation on Wheels
- Escalate complex or unresolved issues to the appropriate workgroup
- Monitor personal and team queue incidents, and service requests, and ensure users are properly handled and updated
- Call On-Call Support for issues that involve patient safety, multiple users affected, and system downtime or outages
- Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.
- Supported continuous improvement initiatives by identifying opportunities for process optimization within the support team environment.
- Decreased response times with efficient ticket management and prioritization of urgent issues.
- Perform other duties as assigned
M365 Premier Support Engineer-I
Rhipe Technology Philippines
01.2023 - 07.2023
- Hands-on experience with Microsoft Office 365 technology stack such as SharePoint Online, Exchange Online, OneDrive, Teams, and other relevant Microsoft Cloud Solutions
- Define the organization's service level objectives and goals, administer support, and see through to completion technical issues while partnering with Premier Customer and their organization's Customer Success Account Managers or Incident Manager to deliver and manage expectations properly
- Engage in quality interactions by observing the highest standard of care, communication, and responsiveness to the customer's organizational goal(s) being our top of mind
- Act per raised ticket severity by following Premier Engineering guidelines
- In cases of Sev As, CritSits, deliver constant communication via phone, email, and chat, and urgent but quality support to mitigate impact
- Follow proper ticket logging, efficient backlog management, and provide high-quality case documentation for all the work performed on the service requests
- Assists customers in capturing and collecting network traces using Fiddler and, in the browser (har log), submit them to the Senior Support Engineer for analysis
- Conduct research on complex cases, validate cases for escalation to Backline, and contribute to knowledge management initiatives
- Perform other duties as assigned
Technical Support Analyst
Optum Global Solutions
05.2020 - 06.2022
- Answer and resolve technical issues through mostly calls and via chat and web portal
- Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 10 environment, offering a variety of solutions over the phone, via chat or email, using remote control tools such as Bomgar to assist customers when needed
- Assist end-users with their endpoint devices, Contact Center solutions applications, and Collaboration applications such as WebEx calling and Microsoft Teams
- Troubleshoot corporate applications (MS Office, Rightfax, Enterprise supported browsers, Java Plug-ins, etc.) with the use of a Knowledge Base and assign issues to the appropriate support group as needed
- Accurately, quickly, and efficiently documenting a record of all interactions with end-users in an incident management tracking tool such as ServiceNow
- Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems
- Escalate high-priority, high-impact issues to the internal support teams
- Proficiently manage the resolution of inbound technical contacts; balancing customer service, providing support, and issue resolution within the specified timeframe or call handle time
- Meet or exceed statistical metrics regarding; ticket and contact quality, first-call resolution, schedule adherence, and call handle time
Shift Team Lead L2 Service Desk Analyst | RDM
Tata Consultancy Services
02.2018 - 01.2020
- Supervises the team on a daily basis by providing necessary updates, current stats, backlogs, and essential changes in processes if there are any
- Conducts performance management activities for team members supervised
- Provide timely planning, assessment, and feedback meetings as stipulated in the company's performance cycle
- Ensures that personal and team goals are set, and provides the necessary coaching, mentoring, and assistance in order for team members to achieve their targets
- Provide input and recommendations for hiring, promotions, and performance reviews
- Evaluated employee performance regularly, providing constructive feedback for improvement.
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages (via phone, email, IM)
- Accepts Supervisor Calls, and Escalate Incidents to proper support following a specific support matrix that requires engineer support level (Client Ops, Messaging, On-site Support)
- Assess and troubleshoot the error, match incidents against known problems/errors, and provide a permanent fix/resolution or a workaround
- Configure, install, and support desktop computers, laptops, handheld devices, printers, monitors, and other peripherals remotely
- Provide IT support for technical issues involving Microsoft's core business applications (MS O365 such as Word, Excel, Outlook, Skype for Business, One Drive) and operating systems
- Basic remote access solution implementation and support: VPN and Citrix (Uninstall and re-install of Remote Access and Token assignment ensuring that it is properly set up and configured)
- Uninstall and re-install the application with the use of SCCM
- Assisting users in setting up Secure Email (PKI): Registration, Enrollment, Key Recovery, Key Revocation, and publishing certificates in GAL
- Reduced employee turnover rate by fostering a positive work environment and addressing staff concerns promptly.
- Spearheaded projects aimed at improving overall customer experience within the establishment.
- Assisted in developing policies and procedures to address common challenges faced during daily operations effectively.
- Enhanced team productivity by implementing efficient shift schedules and task delegation.
IT Service Desk Analyst
Atos Global IT Solutions
01.2015 - 12.2017
- Serves as technical advisor by providing telephone and remote desktop support for system users with complex issues by resolving or conferring with the appropriate technical or systems personnel
- Serves as an escalation point in taking appropriate action to effectively resolve the issue
- Troubleshoots internet/network related issues by setting up IE proxies and firewalls, ensuring that users/employees would be able to get access to the program and application they need in the performance of their duty
- Analyzes and resolves incidents and requests regarding the use of application software or hardware, logs and tracks incidents and requests from identification through resolution
- Follows up with other support staff (Remote Desktop Management Team) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete
- Documents resolutions and updates self-help and staff knowledge bases
- Dispatch local Computer Engineer for hardware issues that cannot be resolved over the phone, especially setting up of new InfoGenesis/POS terminal, networking issues, port activation, computer re-imaging, etc
- Sending follow up email for user/employee who would like to know the status of an open ticket
- Performed password resets and account unlocks in Active Directory, break-fix, shared drive and additional mailbox mapping, printer mapping, and other issues resolvable in-Service Desk level
Customer Service Executive
EXL Service Phil
02.2014 - 12.2014
- Identifying the vehicle's problem, selecting and dispatching appropriate services to assist the member
- This may include diagnosing mechanical issues and complications over the phone and explain technical assistance in a way the member would understand
- Provide disabled motorists roadside assistance in a safe, professional, and timely manner such as: towing, tire change, jump start, winch, lock-out service, and fuel delivery
- Determining member's disablement location through Google map, Bing map, and other mapping services online base on given information such as Interstate, exit, and mile marker number, cross street, business establishment, highways, freeways, expressways, city, and state
- Contact service provider who would perform the service base on the disablement-location gathered from the member
- This may also include contacting not contracted providers and pay the necessary amount by credit card for the service rendered
- Escalate a call to Resolution Specialist Team should there be no service that can be secured after contacting several providers within the mile radius and police officers
- Updating customer's membership by collecting payments to renew their plan coverage
Technical Support Professional Level 2
Convergys
04.2013 - 02.2014
- Provide assistance in the whole installation process, set-up and configuration of QuickBooks to work in a multi-user environment, updating company file, and updating product releases
- Resolving multi-user issues and errors such as H-series, 6000 series, and unrecoverable error
- Resolving printing and email issues
- Provide proper documentation on issues involving data damage to properly escalate to the Data Services
- Undergo certain troubleshooting steps on issues related to slowness in navigation and other network-related concern
- Assist customers in purchasing the right product for their business through determining their business needs and provide recommendations for add-ons such as Advance Inventory, Hosting, and Merchant Services, etc
- Assist customers in QuickBooks License and Registrations
- Provide assistance in resetting the password of the company file, verifying data integrity, and rebuilding process
- Provide assistance in restoring the back-up company file, portable company file, and company file that was fixed by the data services department
- Ensure that the customer's issues have been resolved through follow-up by email or callback
Customer Service Specialist
VXI Global Holdings
10.2012 - 04.2013
- Meet and greet customers over the phone interaction
- Provide customers with quotes on pricing for Sending Money Transfers online, over the phone, and agent location
- Enhance customer relationships through the identification of customer needs and opportunities
- Providing web technical assistance with customers having a problem sending money transfers to a person, inmate, and bills payment online
- Processing of bill payment to the company, mortgage, and correctional facilities
- Troubleshooting for some basic technical problems on the website
- Helping customer redeeming their points for a reward either for service charge fee discount and phone time
- Documentation of reported fraud issues such as unauthorized use of customer's credit card and their online account to have it escalated to a Local Law Enforcement
- Assisting customers for password reset of their online account after verification of required information
- Enrolment of Customer to Western Union's Loyalty Program such as Gold Card and Gold Card Prepaid MasterCard
- Validation of transaction in AUTH status
- Providing customer assistance on inquiries pertaining to a nearby agent location, its office hours, and phone number
- Money transfers related activity which involves: changing of receiver's name, expected payout location, adding of test question, cancellation of the transaction, refund and reinstatement
- Ensure that the Key Performance Indicators are being met on a monthly basis such as Average Holding Time (AHT), Quality Assurance (QA) and Attendance, it may also include metrics such as ACW, Hold Time, and Transfer Rate
Customer Interaction Associate
TELUS International Philippines
10.2008 - 07.2010
- Handling of inbound calls through order processing such as computer systems either laptop or desktop, gaming consoles, and other electronic devices and accessories
- Ensure that daily metrics are being met such as Close Rate, Order Revenue, Pen-Rate, AHT, and Service Quality
- Provide customer satisfaction and technical support whenever necessary
- Participated in regular product training sessions, staying up-to-date on changes that could impact client conversations.
- Do call-backs for those customers who asked for a quote to order for possible sale
- Undertake a pre-qualification process of customers who would like to sign-up for financing (Dell Preferred Account)
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Training Officer
Intervoice Technology Inc.
09.2007 - 11.2008
- Prepare, design, and deliver key training materials
- Prepare needs analysis, design courses of study, and develop a Training program
- Conduct training on a daily basis
- Evaluate the effectiveness of the designed training program
- Monitor the trainee's progress and performance
- Also responsible for recruiting, IQ test evaluation/assessment, and doing final interviews for applicants
- Issuing and explaining of contracts, commission processes, and other Human Resources related matters
- Undertake a series of phone simulation from time to time and analyzes the readiness of the agent before reaching the operation
- Do remote barging to agents for quality assurance and training opportunities
- Verify a closed appointment from sales
- Send daily manifest to the head office of the resort and the respective officer or presentation site involved
- Make reports of the number of friendly calls, confirmed appointments, re-scheduled, and canceled reservations
- Monitor daily show and efficiency as an individual confirmer
- Provide customer service with quality and effectively, especially in giving driving directions and in matters involving customers' reservations
- Send a report of performance on a daily basis
- Update the details of the participation of the resort whenever necessary
Team Leader
One Global Contact Center Inc.
05.2005 - 09.2007
- Accepting turnover to close a deal thus, making a sale on a daily basis
- Provide a report on the number of qualified tours in a week to determine the performance of the team
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Evaluate agents, especially those who are 6 months already in the team, and make necessary recommendations to the manager for regularization
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
- Fostered positive work environment, resulting in decreased employee turnover and increased team cohesion.
- Enhanced team productivity by implementing efficient task delegation and regular performance evaluations.
Education
Bachelor of Arts - Political Science
Far Eastern University
Nicanor Reyes St. Sampaloc, Manila04-2005
Skills
Microsoft 365 Administration
undefinedCertification
Lean Six Sigma Yellow Belt, Process Doctors Academy, LSSYB-1663181143-2001-9478, 09/15/22
Personal Information
- Date of Birth: May 12, 1983
- Place of Birth: Quezon City
- Nationality: Filipino
- Marital Status: Single
Timeline
Technical Support Analyst - Casual Employee
Optum Global Solutions
08.2024 - 01.2025
M365 Premier Support Engineer-I
Rhipe Technology Philippines
01.2023 - 07.2023
Technical Support Analyst
Optum Global Solutions
05.2020 - 06.2022
Shift Team Lead L2 Service Desk Analyst | RDM
Tata Consultancy Services
02.2018 - 01.2020
IT Service Desk Analyst
Atos Global IT Solutions
01.2015 - 12.2017
Customer Service Executive
EXL Service Phil
02.2014 - 12.2014
Technical Support Professional Level 2
Convergys
04.2013 - 02.2014
Customer Service Specialist
VXI Global Holdings
10.2012 - 04.2013
Customer Interaction Associate
TELUS International Philippines
10.2008 - 07.2010
Training Officer
Intervoice Technology Inc.
09.2007 - 11.2008
Team Leader
One Global Contact Center Inc.
05.2005 - 09.2007
Bachelor of Arts - Political Science
Far Eastern University
Similar Profiles
Nupur ShuklaNupur Shukla
Senior Product Analyst at Optum Global SolutionsSenior Product Analyst at Optum Global Solutions
Robertson CastanoRobertson Castano
Associate Business Analyst at Optum Global Solutions (Philippines) Inc.Associate Business Analyst at Optum Global Solutions (Philippines) Inc.
Sudha JhaSudha Jha
Assistant Manager of Operations at Optum Global SolutionsAssistant Manager of Operations at Optum Global Solutions