John Mark Reyes
ITSM
Taguig, Metro Manila
Summary
Enthusiastic Process Lead with a year of experience working with Rise with SAP. Adept at critical problem solving and knowledgeable about ITSM. Successful at developing training plans and supplementary materials to help service desk excel. Works under strict deadlines and makes independent judgments about effectiveness of training. Comfortable with remote training technology and methodologies.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Service Process Lead
Fujitsu
09.2023 - Current
- Conducted root cause analysis, facilitating prompt resolutions to production-related issues or bottlenecks.
- Mentored junior team members, providing guidance on best practices and contributing to their professional development.
- Evaluated process performance metrics, identifying areas requiring improvement or optimization for increased efficiency.
- Monitored tool use and performed repairs.
IT Help Desk Agent
Unisys
02.2023 - 08.2023
- Installed and set up applications for clients, including anti-virus software and Microsoft office
- Asked customers targeted questions throughout troubleshooting to determine smart solutions
- Communicated technical computer information to non-technical audiences by providing simplified presentations and demonstrations
- Provided clear and concise step-by-step technical support to guide clients
Email Technical Support
Acquire BPO
06.2020 - 02.2023
- Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
- Assisted customers with product troubleshooting and provided relevant solutions to ensure their needs were met.
- Assisted in reducing response times by creating pre-written responses for frequently asked questions from customers.
- Managed a high volume of emails daily, prioritizing tasks to maintain productivity and efficiency.
Technical Support Level 2
Sitel
04.2018 - 02.2019
- Ensured that all critical issues were documented and escalated appropriately, leading to a more efficient resolution process.
- Boosted first-call resolution rates by proactively addressing potential future issues during initial customer interactions.
- Enhanced customer satisfaction by providing timely technical support for fiber network issues.
- Performed troubleshooting and equipment testing to identify and correct problems end to end and network-wide.
Education
Bachelor of Science - Marine Transportation
PMI Colleges
Quezon City 06.2010 - 03.2011
High School Diploma -
San Juan National High School
San Juan, Metro Manila, Philippines 06.2006 - 03.2010
Skills
Zendesk
Application installation
Troubleshooting proficiency
Technical documents comprehension
Zabbix Monitoring
Active Directory
Printer and Drive Mapping
Multi-factor Authentication
Virtual Private Network
Google Workspace
Service Now Management (ITSM)
Microsoft Azure AZ 900 Certified
Azure Cloud Services
FRUN monitoring
Microsoft 365
Timeline
Service Process Lead
Fujitsu
09.2023 - Current
IT Help Desk Agent
Unisys
02.2023 - 08.2023
Email Technical Support
Acquire BPO
06.2020 - 02.2023
Technical Support Level 2
Sitel
04.2018 - 02.2019
Bachelor of Science - Marine Transportation
PMI Colleges
06.2010 - 03.2011
High School Diploma -
San Juan National High School
06.2006 - 03.2010
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