Mark Francis Peñas

• Dispatching/Assigning tickets (Priority and VIP) to dedicated support groups
• Answer and resolve inbound technical calls at a large corporate help desk, efficiently and professionally, in a high volume
• Answer incoming IT request calls with a smile
• Communicate with customers via phone/email/Teams/tickets
• Manage customer expectations, triage, and schedule tickets
• Provide basic technical support, such as password resets or simple software installation
• Understand when issues are complex and need escalation
• Monitor and manage the flow of helpdesk tickets
• Work with internal engineers to complete tickets and increase customer satisfaction

• Answer and resolve inbound technical calls at a large corporate help desk, efficiently and professionally, in a high volume
• Proficiently manage the resolution of inbound technical calls; balancing the need for customer service and issue resolution with the constraints of a call handle time goal. Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers.
• Demonstrate a highly developed sense of integrity and commitment to customer satisfaction.
• Diagnose hardware, software, printing, and network connectivity issues including LAN,WAN, and VPN access in a Windows 10 environment using remote control tools to assist customers when needed using level 2 technical skills for troubleshooting and resolution.
• Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed. In addition, providing feedback on technical documentation for publication in Knowledge Base.
• Accurately, quickly, and typing efficiently record all interactions with customers in an incident management tracking tool.
• Anticipates customer needs and proactively identifies solutions.
• Meet or exceed statistical metrics regarding; ticket and call quality, first call resolution, schedule adherence, and call handle time.
• 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.
• Adhere to a strongly regimented schedule (start/end times, lunches, breaks, off phone time, etc.).
• Work in a low-wall cubicle environment with moderate noise levels.

• Answer and resolve inbound technical calls at a large corporate help desk, efficiently and professionally, in a high volume
• Proficiently manage the resolution of inbound technical calls; balancing the need for customer service and issue resolution with the constraints of a call handle time goal. Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers.
• Demonstrate a highly developed sense of integrity and commitment to customer satisfaction.
• Diagnose hardware, software, printing, and network connectivity issues including LAN,WAN, and VPN access in a Windows 10 environment using remote control tools to assist customers when needed using level 2 technical skills for troubleshooting and resolution.
• Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed. In addition, providing feedback on technical documentation for publication in Knowledge Base.
• Accurately, quickly, and typing efficiently record all interactions with customers in an incident management tracking tool.
• Anticipates customer needs and proactively identifies solutions.
• Meet or exceed statistical metrics regarding; ticket and call quality, first call resolution, schedule adherence, and call handle time.
• 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.
• Adhere to a strongly regimented schedule (start/end times, lunches, breaks, off phone time, etc.).
• Work in a low-wall cubicle environment with moderate noise levels.

• Facilitating Cash out for all players wins
• Performing thorough investigation through customer's account/ID
• Facilitation Mass Pay for all the wins that has been processed
• Account Authentication

• • Identifying hardware and software solutions.
• • Troubleshooting technical issues.
• • Diagnosing and repairing faults.
• • Resolving network issues.
• • Installing and configuring hardware and software.
• • Speaking to customers to quickly get to the root of their problem.
• • Providing timely and accurate customer feedback.
• • Talking customers through a series of actions to resolve a problem.
• • Following up with clients to ensure the problem is resolved.
• • Replacing or repairing the necessary parts.
• • Supporting the roll-out of new applications.
• • Providing support in the form of procedural documentation.
• • Managing multiple cases at one time.
• • Testing and evaluating new technologies.
• • Conducting electrical safety checks on equipment.

• Answer and resolve inbound technical calls at a large corporate help desk, efficiently and professionally, in a high volume
• Proficiently manage the resolution of inbound technical calls; balancing the need for customer service and issue resolution with the constraints of a call handle time goal. Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers.
• Demonstrate a highly developed sense of integrity and commitment to customer satisfaction.
• Diagnose hardware, software, printing, and network connectivity issues including LAN,WAN, and VPN access in a Windows 10 environment using remote control tools to assist customers when needed using level 2 technical skills for troubleshooting and resolution.
• Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed. In addition, providing feedback on technical documentation for publication in Knowledge Base.
• Accurately, quickly, and typing efficiently record all interactions with customers in an incident management tracking tool.
• Anticipates customer needs and proactively identifies solutions.
• Meet or exceed statistical metrics regarding; ticket and call quality, first call resolution, schedule adherence, and call handle time.
• 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.
• Adhere to a strongly regimented schedule (start/end times, lunches, breaks, off phone time, etc.).
• Work in a low-wall cubicle environment with moderate noise levels.

• Answer and resolve inbound technical calls at a large corporate help desk, efficiently and professionally, in a high volume
• Proficiently manage the resolution of inbound technical calls; balancing the need for customer service and issue resolution with the constraints of a call handle time goal. Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers.
• Demonstrate a highly developed sense of integrity and commitment to customer satisfaction.
• Diagnose hardware, software, printing, and network connectivity issues including LAN,WAN, and VPN access in a Windows 10 environment using remote control tools to assist customers when needed using level 2 technical skills for troubleshooting and resolution.
• Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed. In addition, providing feedback on technical documentation for publication in Knowledge Base.
• Accurately, quickly, and typing efficiently record all interactions with customers in an incident management tracking tool.
• Anticipates customer needs and proactively identifies solutions.
• Meet or exceed statistical metrics regarding; ticket and call quality, first call resolution, schedule adherence, and call handle time.
• 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.
• Adhere to a strongly regimented schedule (start/end times, lunches, breaks, off phone time, etc.).
• Work in a low-wall cubicle environment with moderate noise levels.

• Answer and resolve inbound technical calls
  at a large corporate help desk, efficiently and professionally, in a high volume
• Proficiently manage the resolution of inbound technical calls; balancing the need for customer service
  and issue resolution with the constraints of a call handle time goal.
  Effectively translate complex, technical concepts into easy to understand
  language to assist non-technically oriented customers.
• Demonstrate a highly
  developed sense of integrity and commitment to customer satisfaction.
• Diagnose hardware, software, printing, and network connectivity issues including LAN,WAN, and VPN access in a Windows 10 environment using remote control tools to assist customers when needed using level 2 technical skills for troubleshooting and resolution.
• Troubleshoot corporate applications with the use of a
  Knowledge Base and assign issues to the appropriate support group as needed. In addition, providing feedback on technical documentation for publication in Knowledge Base.
• Accurately, quickly, and typing efficiently record all interactions with customers in an incident management tracking tool.
• Anticipates customer needs and proactively
  identifies solutions.
• Meet or exceed statistical metrics regarding; ticket
  and call quality, first call resolution, schedule adherence, and call handle time.
• 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.
• Adhere to a strongly regimented schedule (start/end
  times, lunches, breaks, off phone time, etc.).
• Work in a low-wall cubicle
  environment with moderate noise levels.

• Handling VIP and Celebrities
• Medical Prescription
• Assisting customer eligibility
  for refill
• Handling membership
• Contacting affiliated physician

* Monitoring Duplicate Accounts
* Checking customer's credit card eligibility
* Assigning credit balance
* Performing outbound calls for verification
* Monitoring the customer's information security compliance