Service Desk Executive
Macquarie Inc.
Total years of experience :8 years, 5 Months
Duties and Responsibilities:
A. Operations Management
- Manage the daily operations of the section and ensure manpower availability through proper scheduling.
- Supervise Service Desk officers assigned to the section
- Assist Service Desk officers resolve problems, requests and inquiries.
- Audit tickets for accuracy and completeness of information.
- Validate tickets rejected by assigned IT units.
- Ensure that IT Service Desk officer's performance targets are met
- Ensure adherence to policies and procedures.
- Coordinate with IT units for system outages and prepare broadcast messages subject to the approval of the Team Lead.
- Handle calls as the need arises.
B. Process Improvement
- Assess and recommend enhancements to the standard operating procedures of IT Service Desk to improve delivery services.
- Monitor coordination and facilitation of services by IT units to identify areas for improvement.
- Initiate projects to improve processes currently in place.
C. Report Preparation
- Generate daily, weekly and monthly call statistics reports.
- Prepare and submit weekly status reports.
- Prepare other reports as needed.
D. Personal Development
- Conduct performance appraisal for Service Desk officers assigned to the section.
- Monitor and assess skills of Service Desk officers and provide coaching and mentoring sessions for improvement and growth.
E. Documentation
- Document new processes, procedures and guidelines.
- Prepare monthly shifting schedule of the team.
- Review troubleshooting guides and recommend updates as needed arises.
F. Other Administrative Functions
- Prepare training schedule of new Service Desk officers.
- Facilitate section training and meeting.
- Perform other related functions that may be assigned from time to time.
October 2010 - Present Siemens SIS Inc. / Atos IT Solutions
5th floor 1880 Building Eastwood Cyberpark,
Bagumbayan Quezon City, Philippines
• Service Desk Level 2
TASK: - Assist users in various hardware/software issues
- Handles issues with VPN connection
- Troubleshoots network connectivity issues in the office
- Manages account in Active Directory
- Manages accounts in Blackberry Enterprise Servers
- Manages RSA SecurID tokens
- Making sure to meet the SLA agreement of the client
May 2010 - October 2010 Columbia Technologies Inc.
1136-1146 J. Nakpil St., Malate II, Manila Philippines
• Technical Sales Executive (Team Lead)
TASK: - Serves as an I.T. consultant to companies as a prospect client
- Provide hardware and software needs for the client's company
- Provides the latest I.T. solutions for prospect clients
- Demonstrates hardware or software that client's are going to purchase
- Provides on-site I.T. support to clients
June 2009 - March 2010 Convergys Inc.
24th floor Equitable tower, ADB Ave. Ortigas Center, Pasig City Philippines
• Technical Support representative
TASK: - Assist users in troubleshooting home DSL connection problem
- Assist in helping users in setting up their home network via LAN or WLAN
- Provides assistance to users regarding their DSL account
COLLEGE LEVEL 2005-2009 San Beda College Mendiola, Manila B.S. in Information and Communications Technology 638 Mendiola St., San Miguel, Metro Manila SECONDARY EDUCATION LEVEL
2001-2005 Lourdes School of Quezon City Kanlaon cor. Retiro, Quezon City PRIMARY EDUCATION LEVEL
1998-2001 Our Lady of Mercy School Commonwealth Ave, Quezon City
1992-1998 Philippine Institute of Quezon City (Chinese School) Kitanlad Street Banawe, Quezon City