Summary
Overview
Work History
Education
Skills
References
Accomplishments
Personal Information
Timeline
Generic
Mico Sevilla

Mico Sevilla

Caloocan City

Summary

Dynamic Senior Service Desk Technician at IQVIA Solutions, adept at delivering exceptional technical support and client satisfaction. Skilled in incident management and remote assistance, I excel in troubleshooting complex issues while fostering strong client relationships. Committed to continuous improvement, I leverage effective communication and attention to detail to enhance service delivery.

Overview

12
12
years of professional experience

Work History

Senior Service Desk Technician IT (English Support)

IQVIA Solutions Operations Center Philippines, Inc
Taguig City
03.2022 - 01.2025
  • The main function of this role is to actively participate as part of a professional team, supporting and managing end users and client support requests, supporting fellow team members, and using the IT Service Management tool to maintain auditable records and track IT support contacts for internal clients.
    • Provide technical end-user support via telephone, email, or web chat.
    • Provide restorative or maintenance actions to resolve end-user problems. • Respond to end-user problems based on standard procedures.
    • Act as a first-line resource on all support issues and requests. • Provide support to other teams, as appropriate or directed.
    Provide 'How To' guidance and training to users and junior coworkers on common application issues and requests.
    Take ownership and responsibility for each incident and request to ensure the customer experiences a proactive and helpful support service.
    • Participate in global and regional project teams.
    Keep processes and knowledge base up to date.
    • Work on continual service improvement objectives, as given by the line manager.
    • Perform other duties as required.
  • Served as first point of contact for incoming technical service calls and emails.
  • Maintained records of data communication transactions, problems, and remedial actions or installation activities.
  • Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.

Helpdesk Technician and Customer Service Sales Associate

VXI Global Solutions
Quezon City
08.2020 - 03.2022
  • Recognized as the leading telecommunications company in the United States.
  • Experts in troubleshooting, Technical Support Associates are always ready to get to the bottom of each client's technical difficulty.
  • Committed to achieving client satisfaction.
  • Support US Mobility and Sales Services (AT&T) by troubleshooting technical issues, mobile setup, and network connectivity.
  • Resolve technical and sales support queries via telephone.
  • Diagnose and escalate faults.
  • Number 1 telco in the U.S.
  • Troubleshot malfunctions and diagnosed issues to service equipment quickly and fully.
  • Filled out work orders, repair logs and maintenance plans to document work completed.

Customer Support Representative

Sterling Global Call Center
Pasig City
01.2019 - 07.2020
  • Company Overview: Number 1 Telco in the Philippines.
  • Answer customer inquiries and provide technical assistance to customers via phone and email.
  • Responsible for maintaining records of customer interactions, and collaborating with others to improve the company's system requirements.
  • Responsible for diagnosing and repairing faults, resolving network issues, and configuring hardware and software issues.
  • Responsible for providing good customer service to users.
  • Number 1 Telco in the Philippines.
  • Maintained an up-to-date knowledge of products and services offered by the company.
  • Maximized customer satisfaction by handling customer email and telephone interactions.
  • Evaluated software or hardware to recommend improvements or upgrades.
  • Maintained records of data communication transactions, problems, and remedial actions or installation activities.
  • Created detailed reports of customer issues for further review.
  • Provided technical support to customers via phone and email.

Customer Helpdesk Support

Curo Teknika Inc. under PLDT CSH Project
Pasig City
02.2018 - 08.2018
  • Conducted testing of software and systems to ensure quality and reliability.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.

Head Waiter

Jam Jam Catering Service
Tugatog Malabon City
06.2013 - 01.2017
  • Maintained an accurate record of all orders taken by waitstaff.
  • Set up tables in between patrons to reduce wait times.
  • Welcomed guests with personable attitude and brought beverage orders while reviewing menu options.
  • Inspected dishes before they were served for presentation and temperature accuracy.
  • Presented menus and answered questions regarding items.

Education

Diploma -

iLearn Center Education Philippines
Philippines
01.2017

Diploma - Computer Studies and Consumer Electronics

Philippine Marine Institute
Quezon City, Philippines
01.2012

Skills

  • Technical support
  • Incident management
  • Remote assistance
  • Troubleshooting techniques
  • User training
  • IT service management
  • Customer service
  • Client relationship management
  • Process improvement
  • Documentation management
  • Time management
  • Team collaboration
  • Effective communication
  • Problem solving
  • Attention to detail
  • Ticketing system
  • Software installation
  • Operating systems

References

  • Christelle Mae Gonzales, Senior Service Desk Technician at IQVIA, +639543604558
  • Marvin Frias, Manager at IQVIA +639399252881

Accomplishments

  • 5th Honor Overall (Information Technology) iLearn Center Education Philippines SY:2015 -2016 1st Semester.

Personal Information

  • Place of Birth: NCR
  • Date of Birth: 06/16/92
  • Nationality: Filipino
  • Marital Status: Single

Timeline

Senior Service Desk Technician IT (English Support)

IQVIA Solutions Operations Center Philippines, Inc
03.2022 - 01.2025

Helpdesk Technician and Customer Service Sales Associate

VXI Global Solutions
08.2020 - 03.2022

Customer Support Representative

Sterling Global Call Center
01.2019 - 07.2020

Customer Helpdesk Support

Curo Teknika Inc. under PLDT CSH Project
02.2018 - 08.2018

Head Waiter

Jam Jam Catering Service
06.2013 - 01.2017

Diploma -

iLearn Center Education Philippines

Diploma - Computer Studies and Consumer Electronics

Philippine Marine Institute

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Mico Sevilla