ITSD (Senior Analyst) - HCL Technologies - One World Square Bldg. Upper McKinley, Taguig, 1634 Metro Manila Philippines
(2024-06)
- Level 2 : POC of Emergency daytime - Reach out to Manager for the request to forward call to CCC
- Communicate to L1 for Call schedule of the client
- Troubleshoot, re-configure, add/remove to main network
- Direct communication to Network Engineering for complex issues on the office phone line
- Add/remove area code/office on the SERVICE NOW website, SERVICE NOW on TEAMS, MS Outlook, CCC EDC Table dashboard, Network app SIP etc.
- Level 1.5 : LIVE Service Ticket Coordinator / Triage Specialist - Responsible for receiving and triaging live service tickets across all departments
- Conduct primary troubleshooting based on the case knowledge base, researching previous cases and related information to accurately diagnose issues and route each ticket to the appropriate department
- Service Now, Oracle, MFA setup and provide access, ACTIVE DIRECTORY, Microsoft Intune/ ENTRA ID, Bitlocker, website FORM for internal and external, Walkme, Microsoft office 365, C3, Genesis, OSC, Mobile application, AVD, CITRIX, VPN, Cisco Secure Client and all network issues, And all Hardware and software L1 handle
- MS TEAMS, MS Outlook, Hercules, Jabber
- Level Technical 1/ Network and VPN Support - Handled L1 Support calls across hardware (setup workstation, printer and scanner, monitor, order equipment, Company device/IP phone and SIP), and software (MS Office outlook/word/excel/onenote/) backup and restore file, website, applications, Hercules, Jabber, Active Directory, MS Intune/Entra ID, VNC, SSAA, MFA setup/access, HOST, etc.) queues
- Transitioned to dedicated VPN and network issue queue after 6 months (Office network, SIP, hard phone, Wifi, HSE, VPN Cisco secure client, Voip etc.)
- Assisted L1 team with complex issues requiring admin access for network/connectivity issues
- Managed network support for VIP Clients
Advisor/ TRS II - Concentrix - Ayala Avenue, Makati City
(2024-01 - 2024-06)
- Chat and Email Support
- Troubleshoot Main website of the account, Reset password, activate/give access to a restriction to connect on social media for campaign, fix the laps on ticket online purchase and payment, fix and arrange the setting of Venue seats and platform, Fix the calendar and repeated schedule etc. all issue related to the program/ Events of the Client
- Track payment, process blocked transactions online
- ECRM, JIRA, Citrix
CSR II - Telus International Philippines - McKinley West Blvd, Taguig, 1634 Metro Manila Philippines
(2022-05 - 2024-01)
- SME (Subject Matter Expert) position
- Support new agents in terms of handling customers and queries, conducting sessions, and explaining the policy implementation
- Conduct quality assurance monitoring assessments of customer calls, both recorded and live
- Monitors agent calls and agent performance to identify training gaps and provide direction to agents according to established policies and management guidance
- Take cases that need supervisory support
- Help the lead submit reports (agents KPI scores) on weekly and monthly data
- Travel blended account, inbound, outbound, email and chatting
- Keep records of customer interactions, process customer accounts, and file documents
- Build sustainable relationships of trust through open and interactive communication
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Do a documentation of unauthorized charge, refund, delayed payout and chargeback
- Explain to the client of the tax in their yearly payout
