Gregg Henry Lacerna

Working remotely for almost two years supporting streaming media servers updating and checking uploaded videos and streaming channels to ensure good quality.

Desktop Support

Associate for two years in a BPO company supporting Telstra Australia working with a team of 8 technicians maintaining 2,398 computer units.

Operations Team

Lead of 6 months supporting, coaching, and developing agents. Chat Support representative responsible for attending to customer inquiries and delivering outstanding customer experience.

Production

Assistant for almost 2 years preparing, creating, and developing mobile e-learning content materials for Construction Field Learning. Awareness of and sensitivity to cultural diversity. Possess the ability to build and maintain a good client partnership.

Production Assistant (Remote) at On3 (2021-03 – 2026-02)

• Develop e-learning assets
• Assembling developed e-learning in software
• Revisit previously launched programs and update if necessary
• Perform quality check on re-to-deploy e-learning programs
• Managing e-learning courses and assist production manager for urgent deployment

Virtual Assistant (Remote) at Quality Streams (2019-01 – 2022-02)

• Monitor down cloud servers to ensure continuity of streaming channels
• Determine file types that are compatible to our servers
• Create, edit, add, and delete/fix down streaming channels, episodes and movies

Desktop Support Associate Technician at Teletech (2017-03 – 2018-12)

• Primary focus in the areas of computer operations, computer repair, wire and cable installation, user and desktop support (hardware and software), helpdesk, and data management
• Performs a variety of complex information technology support duties to ensure smooth delivery of technology services
• Monitors, operates, coordinates, assists and trains others in the operation of computer hardware, software, and peripherals in order to achieve desired result
• Utilizes computer equipment, software and diagnostic tools to perform a broad range of customer assistance, production job processing, equipment maintenance and repair and computer operations assignments

Operations Team Lead at Teletech (2016-09 – 2017-03)

• Drive performance of the team against the prescribed Key Performance Indicators
• Champions Customer Centricity and the behaviors required within the team to aim high and deliver exceptional customer experience
• Maintained up-to-date knowledge of business processes and procedures
• Actively managed the daily operational performance of the customer service representatives by being present on the floor with the team
• Accountable for the overall performance of team members and the team as a while, positively recognizing excellent performance and effectively managing any underperformance

Customer Service Representative (Chat) at Teletech (2015-02 – 2016-09)

• Identify and assess customers' needs to ensure total solution
• Provide accurate, valid, and complete information by using the right methods/tools
• Handle complaints, provide appropriate solutions and alternatives

Bachelor of Science in Information Technology – Southwestern University (2013)