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  1. 1. Isaac R. Francisco +639175814616 acetaulava@gmail.com 5 Chico St., Brgy. North Signal Village, Bicutan, Taguig City IT Desktop Engineer/Helpdesk Support Solutions focused professional with almost 10years of experience in providing problem resolution for incoming service inquiri es on Dell systems. Responsible for offering the highest level of customer satisfaction on all phases of troubleshooting including interpretation, analysis, research, and resolution of technical problems. Well versed in a variety of common Operating Systems, applications, and hardware with a proven ability to master new tools and technologies rapidly. Has a skill in providing an exceptional customer experience and excellent interpersonalstrengths. AREAS OF EXPERTISE Troubleshooting and Quick IssueResolution Root-cause Analysis DetailedDocumentation PerformanceManagement Technical Data Analysis Incidentand EscalationManagement Technical Consultancy & Training to Agents Computer Ethics Computer Assembly CustomerService andInteraction Skills WORK EXPERIENCE ConvergysPhilippines(Account: Dell ComputerCorporation) April 2004February 2015 6/F I2 Building, Asiatown ITPark,Lahug,Cebu City, Philippines Stream Global Services(December 2006-February 2015) Team Manager for Dell Computer Systems Team Manager OIC for Dell Computer Systems(January 2006-December 2006) Responsibilities: Responsiblefor thedaily one-on-onesupervisionand management ofall Support Professionals on assigned team Ensures service delivered to our customers meets contractual Key Performance Indicator (KPIs) obligations of our clients through the management ofoperational activityofthe team Under the direction ofthe Service Delivery Manager, the Team Manager implements systems and processes to achieve client- specified metrics whileproviding development opportunities to our SupportProfessionals
  2. 2. Performing various tasks in support of the teams high potential agents development and performance management such as technicaltrainings and more ongoal orientedcoaching. Conducts quarterly, monthly, weekly and if necessary daily team Goal Setting Sessions; conducts management by walking around theteam(Conducts live barges to monitor actual calls and by getting real timefeedback fromagents). Reviews and analyzes weekly and daily reports on teams performance using the identified internal tracking tools. (Che cks for sources ofvariability, interpretresults and draw conclusions ontheclients metrics Conducts coaching sessions to test root cause analysis, implement action plans, tracking and measurement of implemented action plans and to facilitatethe sharing ofbestpractices for the team. Monitors behavioralaspects oftheteam. Stream Global Services(April 2005-July 2005) ResolutionsSpecialist(L2LEVELTECH)for Dell Computer Systems Responsibilities: Acts as a mentor to call-handling Technical Support Professionals providing guidance during troubleshooting process and responsiblefor themostpossibleissueresolution ofcases handledby theteam. Responsiblefor handling high-level escalatedcustomer calls toensure immediateresolution. Escalating and recommending improvements toexisting systemor process Responsiblefor handling high-level escalatedcustomer calls toensure immediateresolution. Escalating and recommending improvements toexisting systemor process. Performing various tasks in support of the teams high potential agents development and performance management such as technicaltrainings and goal orientedcoaching. Conducts quarterly, monthly, weekly and if necessary daily team Goal Setting Sessions; conducts management by walking around theteam(Conducts live barges to monitor actual calls and by getting real timefeedback fromagents). Reviews and analyzes weekly and daily reports on teams performance using the identified internal tracking tools. (Checks for sources ofvariability, interpret results and draw conclusions on the clients metrics and collaborate with the Team Manager on the results oftheiranalysis). Conducts coaching sessions to test root cause analysis, implement action plans, tracking and measurement of implemented action plans and to facilitatethe sharing ofbestpractices for the team. Trains thefront-linetechnicians withtechnicalupdates to betechnically competitive. Establishes strong communication activities in the team to ensure that company policies, announcements, technical updates and other news arecommunicated tocalland to serveas a venue for discussionandexchange ofideas. Fulfills the roleoftheTeam Managerduring their absence, monitors behavioralaspects ofthe team. Conducts break-fix trainings to improvetechnical capabilities offront-line technicians on newer Dell systems. Disassembles and reassembles working and non-working Dell systems to have an easy way ofphonetroubleshooting Troubleshoots Avaya phoneand workstation issues then submits a troubleticket to ITServiceDesk. Stream Global Services(April2004 April 2005) Technical SupportProfessional for DellComputer Systems Responsibilities: Able to resolvecustomer's issuein a timely manner Extensiveexperience in hardwareand softwareissues Performs repair and installation withWindows Operating Systems: Windows 98, XP,Vista, 7 Provides issueresolution via phonesupportand remoteaccess Troubleshoots internet connection problems: dial-up networking, broadband connections and wireless networking Works with TCP/IP configuration, Dell Wireless Utility and3rd party softwareusedto configurewireless connection Provides necessary information on basic computer usage, securityand backup and recommend Dells support site for basic HW and SW issues Works with external devices such as display monitors,projectors, storage devices, docking stations,printers and speakers Troubleshoots and diagnoseissues and create dispatch request soanonsitetechnician cando parts replacement Provides assistancewith customer's requestfor onsiteserviceor cancellation ofrequest Experienced in technical call center operations providingservice by communicating effectively with technicaland non-technical staff Able to answer customers preandpost sales queries Directs endusers tocorrect 3rd party companies thatwill beable toprovideissueresolution as analternativeoption Logs all incoming and outgoing calls andaccurately completecasenotes in the call tracking database Makes outbound calls and emailfollow-up for unresolved caseto ensureissueresolution and customer satisfaction Adapts quickly with the companys fastchanging processes Experienced in Data Scrubbing to analyze the root cause ofa problem especially on common issues and beable toshare it with the other team members Research andretrieveinformation fromcompany provided resources be via intranet and internet Able to up sell products andservices thatmeetcustomers needs Achieved performance standard; averagehandletime, callquality, and customer satisfaction. Assists customers withchassis teardownon both desktop and laptops Took part in training sessions with companys new products and services to gain awareness
  3. 3. CERTIFICATIONS/TRAININGS Leading TheEtelecareWay Leadership Training, October 2010 Quality Feedback System LeadershipTraining, May 2010 Windows 7Training, October 2009 CorporateSecurity Training -SETA, August 2008 Windows Vista Training, November 2007 Dell Certified Systems Expert Platforms: Windows 8/Windows 7/Vista/XP/2000/NT/ME/98, Hardware: Computer Assembly,Dell/ Acer Notebooks,Desktops,Monitors,Printers, Scanners, Projectors, Router, Docking Stations and Modems. Office Package: Microsoft Word, Microsoft Excel, Microsoft Powerpoint, MicrosoftOutlook,Microsoft Access, andOpenOffice Tools. MultimediaTools: AdobePhotoshop,AdobePremier, Windows Movie Maker, Remote Support Software: Dell GoToAssist, Net Meeting andWindows Remote Desktop. System Management Solutions: Altiris ClientManagement, Intel ActiveManagement Technology, Embassy TrustSuite,Dell ControlPoint, Oracle and SiebelCRMSoftware. KEY ACHIEVEMENTS Promoted fromTSR1 toTSR2 -Year 2004,Q4 Promoted fromTSR2 toResolutions Specialist(L2 DELL TechnicalSupervisorTSR 3) Year 2005, Q3 Promoted fromResolutions Specialist (L2DELL Technical Supervisor TSR 3) to TeamLeadOICYear 2006, Q1 Promoted fromTeam Lead OICto Team ManagerYear 2006, Q4 EDUCATIONAL BACKGROUND Elementary University ofSouthernPhilippines Salinas Drive, Lahug Cebu City High School University ofthePhilippines CebuHigh School Gorordo Ave., CebuCity College Bachelor ofSciencein Computer Science University ofSanCarlos TechnologicalCenter NasipitTalamban, Cebu City PERSONAL INFORMATION Date ofBirth: June 30, 1983 Birth Place: Cavite City,Cavite,Philippines Age: 31 Gender: Male
  4. 4. Civil Status: Married Citizenship: Filipino CHARACTER REFERENCES Ron Gilo +63 917 5690393 Stream Global Services Operations Manager,DELL RothmansPerin +63 905 4435888 Stream Global Services Technical Officer,DELL Edilberto Bontilao +63 918 9858532 Stream Global Services Shift Manager, DELLSMB OL Voice

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