PAUL JAYSON ONGYU
Service Desk - Second Line
CaloocanCity
Summary
To obtain a position in a company wherein I could enhance and utilize my skills in networking and troubleshooting and serves as a career growth in the field of I.T
Overview
7
7
years of professional experience
Work History
TECHNICAL SUPPORT SECOND LEVEL
ATOS Inc.
8 2022 - 3 2024
- Analyze tickets level1 of Level technical support before endorsing the said ticket to resolving team
- Work with management team with prioritizing tickets by the clients
- Provide seamless experience to users and corporate workout on their existing tool use.
QUALITY CONTROL REPRESENTATIVE
Highpoint Service Network Philippines
08.2021 - 07.2022
- Curate and screen cases of frontline agents, order the necessary parts for key accounts cases and give feedback to these cases whichever found has error
- Provide coaching session to frontline agents after which give the results to their Team Lead.
CUSTOMER HELPDESK
Accenture, Inc. (Philippines)
06.2019 - 06.2021
- Answers Accounts Receivables queries of Toll customers
- Locate and track parcels for Toll customers
- Using ticketing system to track customer concerns and lodge disputes on behalf of the customers
- As a Toll helpdesk officer, we are the frontline of the Accounts Receivables on taking the concerns of each customer furthermore answer their queries on the invoices, parcels, and satchels.
SERVICE DESK SPECIALIST
Accenture, Inc. (Philippines)
05.2018 - 08.2018
- Provide support for existing Office 365 cloud platform users
- Mostly providing support for office365/ServerAdmins for further TS
- Possible suggest better tier of office365 line of products
- As a reactive ambassador(agent) for Microsoft, we act upon every ticket on the system that is filed by an Admin or users on their admin portal.
TECHNICAL SUPPORT SPECIALIST
TP-Link Customer Inc.
05.2017 - 01.2018
- Establish 1st to 2nd OSI layer of consumer products
- Troubleshoot existing tickets or create ticket upon customer request
- Process defective units by creating ticket and escalating to upper management for approval
- Escalating unsolved ticket to L2 for further TS.
Intern at 8Layers Technology
03.2016 - 08.2016
- Provided solution for the software and hardware problem of their employee
- Assisted their employee during the migration of their laptop to Ubuntu 16.04
- Assisted their employee with the network maintenance and improvement
- Assisted their employee in the activation of their network security
- Assisted their employee on updating the server configuration in Microsoft Outlook.
Intern at MSI-ECS
11.2015 - 02.2016
- Performed several basic to advanced troubleshooting step in resolving complex windows related issues
- Performed tier 1 administration right with software like webex, VPN and other windows applications
- Performed server maintenance and server peripheral restoration.
Education
Bachelor of Science - Information Technology
FEU - Institute of Technology
Nicanor Reyes St.,Sampaloc Manila 04.2001 -
High School Diploma -
Chiang Kai Shek College
Padre Algue, Manila 04.2001 -
Skills
Configuring a hardware (Printer, Smartphone, Laptop, Desktop)
Microsoft Windows (XP, Vista, and 7) and Microsoft office 365 Suite
Adobe (Photoshop, Dreamweaver, Illustrator, and Flash)
Group Policy and Active Directory
Cisco networking (CCNA exploration 1-4) Open-Source Advocate - LINUX
Excellent written and oral communication skills
Task oriented, keen to details and organized
Willing to learn/to be trained
SAP & Oracle
Salesforce
Service Now
Office 365
Hardware and Software Repair
Education
Far Eastern University-East Asia College, Nicanor Reyes St., Sampaloc, Manila, BACHELOR OF SCIENCE IN INFORMATION TECHNOLOGY, Web Application Development, 2017, Chiang Kai Shek College, Padre Algue, Manila, 2006 - 2010, Chiang Kai Shek College, 1999 - 2006
Contact No
+639358193874/(02)968-21-40
Certifications And Awards
- Certificate of Completion (520 hours) - MSI-ECS Inc., February 2016
- Certificate of Completion (520 hours) - 8Layers Technology; August 2016
- Cisco Certified Network Associate: Accessing the WAN - FEU-East Asia College; Sept 15, 2012
- Cisco Certified Network Associate: LAN Switching and Wireless - FEU-East Asia College; May 30, 2012
- Cisco Certified Network Associate: Routing Protocols - FEU-East Asia College; April 30, 2012
- Cisco Certified Network Associate: Network Fundamentals - FEU-East Asia College; January 16, 2012
- 30-hour modular course on Basic Chinese 1, 2014 - Chiang Kai Shek College
- Corporate Social Responsibility, 2013 - FEU-East Asia College
- ITE Research Presentation, 2013 - FEU-East Asia College
- Information Systems, 2013 - FEU-East Asia College
- Advertising Ethics, 2013 - FEU-East Asia College
- Intellectual Property, 2013 - FEU-East Asia College
- OFW Challenges, 2013 - FEU-East Asia College
- Ethical Hacking, 2011 - FEU-East Asia College
- Manila Downtown YMCA Youth Club, MY Career 2009
References
- JAY JIMENO, Operations Manager, TP-Link Customer Inc., (02)8727-8493
- NOREEN VERDAD, Team Lead, Accenture, Inc-Entergy Account, +63927-956-6592
- Michael John Urbino, Team Lead, Highpoint Service Network Philippines, 09060993320
Disclaimer
I hereby certify that all information in this document are true and correct to the best of my knowledge.
Timeline
QUALITY CONTROL REPRESENTATIVE
Highpoint Service Network Philippines
08.2021 - 07.2022
CUSTOMER HELPDESK
Accenture, Inc. (Philippines)
06.2019 - 06.2021
SERVICE DESK SPECIALIST
Accenture, Inc. (Philippines)
05.2018 - 08.2018
TECHNICAL SUPPORT SPECIALIST
TP-Link Customer Inc.
05.2017 - 01.2018
Intern at 8Layers Technology
03.2016 - 08.2016
Intern at MSI-ECS
11.2015 - 02.2016
Bachelor of Science - Information Technology
FEU - Institute of Technology
04.2001 -
High School Diploma -
Chiang Kai Shek College
04.2001 -
TECHNICAL SUPPORT SECOND LEVEL
ATOS Inc.
8 2022 - 3 2024