Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nelson Del Rosario Rivera

IT Service Desk
Pasay City

Summary

Innovative individual offering diverse skills in scripting, testing and administration. Leverages planning, reporting and data analysis to build sustainable solutions. Critical thinker with clear communication style.

Results-driven IT professional, prepared for dynamic technical support environments. Proven ability to troubleshoot and resolve user issues swiftly, contributing to enhanced operational efficiency. Known for collaborative team approach and adaptability to changing requirements. Skilled in customer service and technical problem-solving, valued for reliability and responsiveness.

Overview

7
7
years of professional experience
6039
6039
years of post-secondary education

Work History

Service Desk Agent (Cyber Security)

PDI Technology
12.2023 - Current
  • Acted as a liaison between the IT department and business units, ensuring clear communication of technical matters.
  • Assisted in the onboarding process of new hires by providing essential IT support and resources.
  • Managed incoming service requests and incidents via telephone, email, and ticketing system, delivering timely first-line support.
  • Optimised ticketing system configuration to improve tracking of issues and allocation of resources.
  • Guided users through problem resolution steps verbally and via written instructions, enhancing their understanding of systems.
  • Maintained high customer satisfaction levels through effective communication and swift resolution of problems.
  • Collaborated with IT professionals to develop and update knowledge base articles, facilitating quicker issue resolution.
  • Adhered to service level agreements SLAs to meet response and resolution times, minimizing downtime for users.
  • Utilized remote support tools to troubleshoot and resolve issues efficiently, reducing the need for on-site visits.
  • Conducted regular follow-ups on open tickets to verify solutions and prevent recurring issues.
  • Coordinated with external vendors and service providers to resolve issues beyond in-house capabilities.
  • Participated in IT projects as the service desk representative, ensuring user needs and concerns were addressed.
  • Analyzed service desk activity and presented findings to IT leadership to inform strategic planning.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Reduced downtime for users through proactive monitoring and maintenance of the Active Directory environment.

Quality Assurance Analyst - Technical Account

Telus International Philippines
Makati City
10.2019 - 06.2023
  • Mentored and coached team members on QA topics and strategies.
  • Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
  • Led training sessions for new QA analysts, increasing departmental efficiency and knowledge sharing.
  • Championed quality assurance initiatives within the organization by promoting a culture of continuous improvement and striving for excellence in all aspects of product development.
  • Identified and documented discrepancies between expected and actual outcomes, contributing to overall software quality improvement.
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
  • Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process

Customer Service Agent Tier 3

Sykes Inc. Asia
Makati City
10.2018 - 10.2019
  • Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Addressed customer account discrepancies and concerns.
  • Streamlined communication processes for improved information exchange between customers and team members.
  • Assisted in training new hires, sharing best practices for effective customer service delivery.
  • Responded to customer requests for products, services, and company information.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Education

Bachelor of Arts - Advertising And Public Relations

Polytechnic University of The Philippines - Manila

High School Diploma -

E. Rodriguez Jr. High School

GED -

Lucas R. Pascual Mem. Elem School

Skills

Emergency response protocols

Timeline

Service Desk Agent (Cyber Security)

PDI Technology
12.2023 - Current

Quality Assurance Analyst - Technical Account

Telus International Philippines
10.2019 - 06.2023

Customer Service Agent Tier 3

Sykes Inc. Asia
10.2018 - 10.2019

Bachelor of Arts - Advertising And Public Relations

Polytechnic University of The Philippines - Manila

High School Diploma -

E. Rodriguez Jr. High School

GED -

Lucas R. Pascual Mem. Elem School

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Nelson Del Rosario RiveraIT Service Desk