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, PhilippinesSkills
Software PatchingTechnical ProficiencyTechnical SupportRemote Technical SupportHardware TroubleshootingProblem DocumentationManaging Active DirectoryITIL Framework KnowledgeInterpersonal SkillsAdaptabilityTime ManagementContinuous ImprovementStress ManagementCPanelMicrosoft Office 365 Applications
Application support
System monitoring
Remote Support
Network Troubleshooting
Incident Management
ITIL Knowledge
Software Support
Ticketing system proficiency
Service Desk Experience
Data Backup and Recovery
Software Installation
Network diagnostics
Technical Support
Service support
User Support
VoIP Systems
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