Rowil Anthony Morante
Valenzuela, Metro Manila
Summary
Adept IT Help Desk Analyst with a proven track record at Wipro Limited, excelling in critical thinking and workflow management. Spearheaded ServiceNow migration, enhancing system efficiency. Recognized for exceptional customer service, resolving issues with empathy and technical acuity, leading to high satisfaction rates.
Overview
1
1
Certification
Work History
IT Help Desk Analyst
Wipro Limited
Quezon City, Metro Manila, Philippines
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Used ticketing systems to manage and process support actions and requests.
- Logged support tickets and closed when issues were resolved.
- Collaborated with IT team members to identify trends in reported issues, leading to proactive solutions for recurring problems.
- Provided basic end-user troubleshooting and desktop support.
- Optimized ServiceNow implementation by analyzing business processes and recommending system enhancements.
- Spearheaded successful migration projects from legacy ITSM tools to ServiceNow, ensuring a seamless transition for users.
- Contributed to the development of departmental policies and procedures for more effective issue management.
- Collaborated with cross-functional teams to implement IT improvements, optimizing system performance.
- Monitored network performance, proactively addressing potential issues before they escalated into major problems.
- Assisted in software deployments, ensuring smooth transitions with minimal interruption to daily operations.
Process Associate
Visaya Knowledge Processing Outsourcing
Mandaluyong City, Metro Manila, Philippines
- Handled high volumes of incoming work requests professionally while maintaining excellent organization.
- Collaborated with team members for enhanced process efficiency and productivity.
- Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
- Communicated effectively with colleagues and supervisors to resolve issues promptly and accurately.
- Expedited issue resolution times, implementing a streamlined ticketing process within the company''s helpdesk module in its existing CRM platform.
- Optimized resource allocation by analyzing customer service metrics and adjusting strategies accordingly using the findings from the CRM database.
- Contributed to the continuous improvement of IT infrastructure by providing valuable feedback based on end-user experiences.
- Established a clear line of communication between IT support staff and non-technical employees for seamless issue resolution.
Customer Service Representative
Sykes Asia | Sitel
Alabang, Muntinlupa City
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
Bachelor of Information Technology -
Datamex Saint Adeline College of Valenzuela
Marulas Fatima ValenzuelaSkills
- Security awareness
- Workflow management
- Critical thinking
- Software installation
- Network troubleshooting
- Remote support
- Desktop support
- Technical issues analysis
- Customer satisfaction measurement
- Incident management
- Software knowledge
- Technical support
- Microsoft 365 Azure
Certification
- CompTIA Certification
- Amazon Web Services (AWS) Certified Solutions Architect
- Service now Fundamental
- IT Management Incident
Timeline
IT Help Desk Analyst
Wipro Limited
Process Associate
Visaya Knowledge Processing Outsourcing
Customer Service Representative
Sykes Asia | Sitel
Bachelor of Information Technology -
Datamex Saint Adeline College of Valenzuela