RONALD M. LACAZA
IT Service Desk
Pasig
Summary
Seeking a position in the IT industry to utilize my skills and abilities and achieve professional growth while being resourceful, innovative, and flexible. To add valuable assets to your esteemed organization as an active member.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
2
2
Certificates
1
1
Language
Work History
SENIOR IT SERVICE DESK Level 1
SYSTEMANTECH INC.
08.2022 - 04.2025
- Handle Digital Tools under Allianz PNB Life; a) Allianz Journey b) Allianz Assist c) Allianz Sales Portal d) Allianz Touch e) Allianz Alex f) Allianz Microsoft 365
- Receives and handles service requests, following agreed procedures.
- Promptly allocates calls as appropriate.
- Logs incidents and service requests and maintains relevant records.
- Identifies and classifies incident types and service interruptions.
- Records incidents, cataloguing them by symptom and resolution.
- Acts under guidance to record and track reliability data for your services.
- Systematically interprets user problems and identifies solutions and possible side effects.
- Uses experience to address user problems and interrogates the database for potential solutions.
- Escalates complex or unresolved incidents.
- Records and tracks issues from the outset to the conclusion.
- During change, act systematically to respond to day-by-day operational needs and react to them, avoiding service disruptions and maintaining coherence with SLA and Information security requirements.
- Responds to common requests for service by providing information to enable fulfillment. Promptly allocates unresolved calls as appropriate.
- Maintains records, informs users about the process, and advises relevant persons of actions taken.
- Check and validate tickets daily for weekly reports.
- Presenting a bi-weekly report every Wednesday with Co-Seniors, Team Leads, and the Supervisor.
- Handling and creating monthly schedules for the Team.
- Manage the team if the Team Lead is out of the office.
- Provide proper assistance for team members as an SME.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
TECHNICAL SUPPORT REPRESENTATIVE Level 1
STARTEK PHILIPPINES
07.2021 - 07.2022
- Actively listen to customers to understand their issues or concerns.
- Interview clients to gather information useful in providing recommendations and solutions to a technical problem.
- Install, configure, and troubleshoot computer systems, servers, and network issues.
- Receive customer calls to provide step-by-step guidelines for the resolution of a technical issue.
- Document and track customer issues using a ticketing system to ensure quick resolution.
- Explain highly technical details to customers using simple, understandable terms.
- Stay abreast with technological developments and trends.
- Educate customers on the features of company products/services to minimize technical challenges.
- Follow up on customers to ensure their issues are completely resolved.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
SERVICE CREW
CHOWKING RESTAURANT
08.2017 - 06.2019
- Welcome customers as they come into the restaurant.
- Take orders and serve food and beverages.
- Handle guest inquiries courteously and efficiently.
- Maintain hygiene and order of dining areas.
- Serve and pack warm foods for customers in an effective manner and in strict accordance with their orders.
- Assist kitchen staff and outdoor delivery staff whenever such assistance is required.
- Follow all SOPs set by the outlet management.
- Enhanced customer satisfaction by providing efficient and friendly service.
- Prepared food items accurately and quickly, adhering to strict food safety guidelines.
- Developed strong multitasking abilities while managing multiple responsibilities simultaneously during high-pressure situations.
- Maintained a clean and organized work environment for improved customer experiences.
Education
Bachelor of Science - Communication System
MINDANAO STATE UNIVERSITY - ILIGAN INSTITUTE OF TECHNOLOGY
Iligan, Province Of Lanao Del Norte, Philippines 05.2017 - 06.2019
Associate of Science - Communication System
MINDANAO STATE UNIVERSITY - ILIGAN INSTITUTE OF TECHNOLOGY
Iligan, Province Of Lanao Del Norte, Philippines 05.2013 - 06.2017
Skills
HTML/CSS
Python/JavaScript/PHP
Network Configuration/Security
Assemble and Disassemble Computer Hardware
Software Applications
Active Directory/Microsoft Office/Multi-Factor Authentication (MFA)
Computer skills
Time management and multi-tasking
Incident management
Service request handling
Technical troubleshooting
Ticketing system (Service Desk Plus, Customer Relationship Management, ServiceNow)
Multitasking Abilities
Organization and time management
Dependable and responsible
Certification
Certificate of Completion: Online Python Programming Training
Accomplishments
Employee of the Year at Systemantech Inc, 11/24
Timeline
SENIOR IT SERVICE DESK Level 1
SYSTEMANTECH INC.
08.2022 - 04.2025
TECHNICAL SUPPORT REPRESENTATIVE Level 1
STARTEK PHILIPPINES
07.2021 - 07.2022
SERVICE CREW
CHOWKING RESTAURANT
08.2017 - 06.2019
Bachelor of Science - Communication System
MINDANAO STATE UNIVERSITY - ILIGAN INSTITUTE OF TECHNOLOGY
05.2017 - 06.2019
Associate of Science - Communication System
MINDANAO STATE UNIVERSITY - ILIGAN INSTITUTE OF TECHNOLOGY
05.2013 - 06.2017
Languages
English
Bilingual or Proficient (C2)
Training
- IT Infrastructure Library (ITIL 4), Systemantech Inc, 06/24
- Basic Excel, Systemantech Inc, 06/23