Microsoft
Richard Isidro
Service Desk Agent
Biñan
Summary
Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
4
4
years of professional experience
2
2
Certifications
1
1
Language
Work History
Service Desk Agent
Fujitsu Philippines Global Delivery Center
11.2023 - Current
- Streamlined service desk operations for increased productivity through effective task prioritization and time management.
- Increased efficiency by utilizing remote support tools to troubleshoot user issues effectively.
- Exceeded performance metrics consistently, achieving top ratings for customer satisfaction and issue resolution times.
- Provided exceptional support to end-users, addressing their concerns with empathy and professionalism.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing clear solutions.
- Managed critical incidents, coordinating with various teams to ensure timely resolution and minimal business impact.
- Trained new hires, ensuring a smooth transition into the team and improving overall performance.
- Improved team collaboration, actively participating in regular meetings and sharing knowledge on best practices.
Desktop Support Engineer
Systemantech Inc.
06.2021 - Current
- Generated accounts for new users and assigned licenses using Azure Active Directory
- Provided hardware and software technical support solutions to over 3000 employees including manufacturing team members, office staff, and executive users
- Recommended by supervisors to provide assistance to Toyota’s top executive users with board meetings and events
- Deployed laptops for new users and solved a mix of hardware and Microsoft 365 issues of users
- Implemented new company technologies such as AudioCodes Teams phone
- Installed new software and operating systems
- Setup network devices and network cables
- Processed tickets by users with ticketing system making sure all assigned tasks were solved within service-level agreement
- Compiled documentation of daily tasks
- Assigned to supervise and train newly hired desktop support personnel.
IT Support Specialist
Moderntech Computer Systems, Inc.
02.2020 - 01.2021
- Field engineer / Technician of RCBC’s ATMs
- Field engineer for POS Installations and preventive maintenance
- Corrective and hardware replacement.
Education
Bachelor of Science: Information Technology -
AMA Computer College, Biñan
Skills
Highly motivated with self-initiative
undefinedCertification
MICROSOFT CERTIFIED PROFESSIONAL – AMA Computer College Binan Campus
Personal Information
- Age: 25
- Height: 5'5 (166cm)
- Weight: 110KG
- Date of Birth: 04/06/98
- Gender: Male
- Nationality: Filipino
- Marital Status: Single
- Religion: Catholic
Software
Timeline
Service Desk Agent
Fujitsu Philippines Global Delivery Center
11.2023 - Current
Desktop Support Engineer
Systemantech Inc.
06.2021 - Current
IT Support Specialist
Moderntech Computer Systems, Inc.
02.2020 - 01.2021
Bachelor of Science: Information Technology -
AMA Computer College, Biñan
MICROSOFT CERTIFIED PROFESSIONAL – AMA Computer College Binan Campus
NCII COMPUTER SYSTEMS SERVICING – Computer Site Institute, Inc.
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