Sebastian Sacdalan

• Designed, developed, and implemented websites and software applications.
• Collaborated on web presence planning and implemented changes for streamlined operations.
• Applied coding knowledge (HTML, CSS, JavaScript, PHP) to enhance web functionality.
• Developed wireframes and site maps for new designs and oversaw back-end development.
• Provided training and tutorials for website maintenance and updates.

• Resolved account, hardware, and telephone issues within 15 minutes, improving efficiency across departments.
• Processed support requests for customer accounts, subscriptions, and printers.
• Delivered basic troubleshooting for printers and guided users through technical issues.
• Retained customers and enhanced satisfaction by providing high-quality support.
• Managed customer expectations to ensure a positive experience.

• Defined performance objectives and provided procedural improvement recommendations.
• Supported the team in meeting account goals and adherence to action plans.
• Delivered coaching and feedback to improve agent performance and customer service quality.
• Monitored and evaluated calls to ensure alignment with account objectives.
• Conducted training sessions to familiarize agents with products and proc

• Manages tickets, incidents, service requests, and user communication.
• Provides Level 1.5 technical support, troubleshooting issues, guiding users, and escalating to Level 2 when needed.
• Addresses IT concerns across all departments and tracks customer issues.
• Monitors critical metrics, including:First-Call Resolution (FCR): Measures tickets resolved on first response to improve efficiency and productivity.
  Cost per Contact: Tracks operational costs per ticket to ensure service desk productivity.
  Ticket Volume: Analyzes peak activity times to optimize staffing and scheduling.
  Repeated Tickets: Monitors MTTD and MTTR to reduce recurring issues and improve resolution times.
  Ticket Trends: Tracks issue patterns to identify automation opportunities.
  Ticket Backlog: Reduces backlogs to minimize support times and administrative costs.
  

• Support the IT Service Desk Team Manager in overseeing daily operations across 8 global accounts, ensuring seamless service delivery.
• Serve as a leader and role model for the team, fostering collaboration, accountability, and a customer-first mindset.
• Supervise and coordinate the work of team members, ensuring adherence to service standards and goals.
• Act as the primary escalation point for critical and complex technical issues, ensuring prompt and effective resolution.
• Monitor ticket queues to ensure incidents, service requests, and escalations are addressed within SLAs.
• Coordinate cross-functional efforts to resolve high-priority issues and minimize business disruptions.
• Generate and present reports on team performance and SLA compliance to stakeholders and leadership.
• Track global trends in recurring issues and propose process improvements or automation solutions to enhance efficiency.
• Provide coaching, mentoring, and technical guidance to team members, ensuring continuous improvement in technical and soft skills.
• Conduct training sessions to familiarize the team with updated workflows, tools, and best practices.

• Manage and lead a team of service desk professionals, ensuring effective performance and high levels of customer satisfaction across eight global accounts.
• Act as the primary point of contact for clients, fostering strong relationships and understanding their unique business needs.
• Develop and implement service desk processes and best practices to enhance operational efficiency and service quality.
• Monitor service desk performance metrics and KPIs, providing regular reports and insights to stakeholders.
• Collaborate with cross-functional teams to resolve complex issues and ensure timely incident resolution.
• Conduct training and development sessions for team members to enhance their technical skills and customer service capabilities.
• Oversee the escalation process for unresolved incidents, ensuring swift resolution and minimal impact on business operations.
• Stay updated on industry trends and emerging technologies to continuously improve service delivery and support methodologies.