Summary
Overview
Work History
Education
Skills
References
Timeline
Generic
RANDELL JULIAN

RANDELL JULIAN

Quezon City

Summary

Analytical Service Desk Analyst calm under pressure and ready for any technical challenge. Accomplished in resolving hardware, software and connectivity issues via remote support. Easily identify which department can provide full resolution for issues or concerns that is out of your expertise.

Overview

9
9
years of professional experience

Work History

IT Support

Emapta
Mandaluyong
02.2024 - Current
  • Established clear performance metrics for employees, leading to higher levels of accountability and goal attainment.
  • Delivered consistent results under pressure by prioritizing tasks effectively and managing time efficiently.
  • Optimized workflows for increased efficiency, leading to improved productivity across the organization.
  • Provided strategic direction for business initiatives, ensuring alignment with overall company goals and objectives.
  • Provided first- and second-line IT support for internal colleagues.
  • Partnered with IT support to troubleshoot and address platform issues.
  • Provided basic IT support to office users of desktops, laptops, and devices.
  • Managed firewall, network monitoring and server monitoring both on- and off-site.

I.T Service Desk Analyst

Unisys Philippines Ltd
Mandaluyong City
01.2023 - 02.2024
  • Provide first-level technical support to end-users, including hardware, software, and network-related issues
  • Diagnose and troubleshoot technical problems, following established procedures and using remote desktop tools when necessary
  • Log, track, and prioritize support requests in the ticketing system
  • Maintain clear and effective communication with end-users
  • Document solutions and procedures
  • Assist with hardware setups, software installations, updates, and configuration changes
  • Handle password resets and account access requests
  • Offer basic training and guidance to users on utilizing software applications and IT resources effectively.
  • Used ticketing systems to manage and process support actions and requests.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Managed high levels of call flow and responded to Type technical support needs.
  • Boosted first-call resolution rates by proactively researching common user issues and developing targeted solutions.

Web Advisor

Concetrix
Quezon City
02.2022 - 12.2022
  • Meet with clients to assess their web hosting needs
  • Provide tailored web hosting recommendations
  • Stay up-to-date on the latest web hosting technologies
  • Evaluate and compare various web hosting providers
  • Help clients understand the cost implications of different hosting solutions
  • Assist clients in migrating their websites and data
  • Offer technical support and assistance to resolve hosting-related issues
  • Educate clients on website management, control panel usage, and security practices
  • Maintain accurate records of client interactions, hosting recommendations, and issue resolutions
  • Ensure high levels of customer satisfaction.

Technical Support Representative

Sitel Ph
Pasig City
10.2017 - 11.2021
  • Assist customers via phone or chat with printer setup, configuration, and usage
  • Provide expert-level technical support for various types of printers
  • Maintain accurate and detailed records of customer interactions, issues, and resolutions
  • Assist customers with driver installation, software updates, and compatibility issues
  • Offer remote troubleshooting and support
  • Identify and resolve printer hardware and software issues
  • Escalate complex technical issues when necessary
  • Ensure the quality of service
  • Educate customers on printer maintenance and best practices.

Care Specialist

ABS-CBN iCONNECT Convergence, Inc.
Quezon City
02.2015 - 04.2017
  • Providing Billing and Technical Support for IPTV service
  • Processing Account Activation of new Customer
  • Assisting Customers Inquiry on how to transfer fund from US to Philippines
  • Provide Status of Shipments of OFW from US and Canada to Philippines.

Education

4th Year College Undergrad - Business - undefined

Polytechnic University of the Philippines
Quezon City, Philippines

Skills

Software Patchingundefined

References

  • Joni Star Capili, +63 917 106 5604, Service Desk Team Leader, Unisys Philippines Ltd.
  • Jasper Owen Gresula, +63 936 905 7977, IT Service Desk Analyst, Wipro
  • Joshua San Andres, +63 939 189 9508, Technical Support Intermediate, N-Able

Timeline

IT Support

Emapta
02.2024 - Current

I.T Service Desk Analyst

Unisys Philippines Ltd
01.2023 - 02.2024

Web Advisor

Concetrix
02.2022 - 12.2022

Technical Support Representative

Sitel Ph
10.2017 - 11.2021

Care Specialist

ABS-CBN iCONNECT Convergence, Inc.
02.2015 - 04.2017

4th Year College Undergrad - Business - undefined

Polytechnic University of the Philippines

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RANDELL JULIAN