Reynaldo L. Baltar
Service Desk Coordinator
Pasig
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
17
17
years of professional experience
Work History
Technical Support Representative
OCSI
07.2024 - 11.2025
- Provide assistance to customer regarding any billing inquiry
- Assist customer with equipment setup
- Troubleshoot reported issues from customers
- Update customers on any ongoing outages
- Create ticket for onsite technician visit
Technical Support Advisor
TDCX PH Inc.
08.2021 - 10.2022
- Provide Technical assistance to customer iOS device issues.
- Assist customers on their Apple account inquiry related to password reset process, purchases, subscriptions, and investigate unknown or unauthorized transactions.
- Provide information on policies related to device warranty, trade-in, and
- Schedule appointment for store evaluation and repair.
Service Desk Analyst
UNISYS Phils., LLC
11.2018 - 07.2021
- Manage support requests that come through a range of networks, such as email, chat and telephone. Document issue severity, and utilize standard procedures to resolve issue and maintain support tracking system.
- Gather information through a user/client conversation, log on to support tools (Service Now) and additional support staff (service resources) if needed.
- Issues outside the scope of capability or responsibility are fixed by engaging in routine other service resources from other facilities / resolver groups, unit, organizational groups or the business service desk.
- Fixes the cases informed by the end users. Offer the first point of contact with the client. During the incident resolving process, works with other experts, vendors and specialist to solve the incidents for the users.
- Maintain comprehensive records of issues relating to both hardware and software. Accelerate user support requests/incidents to higher-level IT support specialist. If unable to resolve particular issue and provide with details about the issue so that they can resolve it effectively.
- Resolve issues remotely (Remote Desktop / Bomgar/Zoom) for certain common problems and provide user’s technical documentations so that they can better understand their systems.
- Assist users with their hardware or software issues by troubleshooting via remote desktop or phone assistance.
- Assist end-users for passwords reset from Active Directory and other medical applications/ software log-ins.
Technical Support Representative
24/7.ai
01.2017 - 08.2018
- Assist customers in troubleshooting their internet and cable issues.
- Schedule tech visits for issues that cannot be resolved during the call.
- Provide an overview information on customer account.
Technical / Customer Support Representative
Ibex Global Solutions Inc.
07.2014 - 09.2016
- Assist customers with their account related to billing, subscriptions, and transactions.
- Provide recommendations for the resolution of their services concerns
Technical Support Representative
Shore Solutions
06.2013 - 05.2014
- Assist customers with their account subscription.
- Do basic troubleshooting for their services concerns
- Process payments and adjustments
Customer Service Representative
Hinduja Global Solutions
11.2012 - 02.2013
- Authorize procedures, visits, medicine purchases etc.
- Assist customer with their Healthcare membership.
Customer Service Associate
IBM Daksh Inc.
09.2008 - 11.2012
- Assist customers in making a flight reservation, change of schedule, cancellation, and refund.
- Track customers lost luggage and provide a schedule of delivery.
- Provide assistance to Airline Members.
- Provide online assistance for flight inquiries.
Education
B. S. - Chemical Engineering
T. I. P. Q. C.
Quezon City09.1999
B. S. - Chemical Engineering
University of Santo Tomas
Manila03.1997
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La Immaculada Concepcion School
03.1995
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La Immaculada Concepcion School
03.1991
Skills
Technical troubleshooting
Technical support
Product troubleshooting
Remote support
References
- Christian, Magnaqe, Team Lead, 0967 216 9909, Unisys Philippines Limited L.L.C.
- Jem, Ballesteros, Team Lead, 0977 934 2858, 24/7
- Ofelia, Coloma, Business Owner, 8641 5953, Hyben Glassware
Timeline
Technical Support Representative
OCSI
07.2024 - 11.2025
Technical Support Advisor
TDCX PH Inc.
08.2021 - 10.2022
Service Desk Analyst
UNISYS Phils., LLC
11.2018 - 07.2021
Technical Support Representative
24/7.ai
01.2017 - 08.2018
Technical / Customer Support Representative
Ibex Global Solutions Inc.
07.2014 - 09.2016
Technical Support Representative
Shore Solutions
06.2013 - 05.2014
Customer Service Representative
Hinduja Global Solutions
11.2012 - 02.2013
Customer Service Associate
IBM Daksh Inc.
09.2008 - 11.2012
B. S. - Chemical Engineering
University of Santo Tomas
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La Immaculada Concepcion School
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La Immaculada Concepcion School
B. S. - Chemical Engineering
T. I. P. Q. C.