Calabarzon, Philippines
Professional Summary: With over 11 years of experience in Information Technology, I'm curious to find a career that offers advancement opportunities in Information and Computer Technology, GenAI, IT Security, and Quality Service Management. I am eager to join a prestigious company that is recognized as an employer of choice. Objective: To leverage my extensive experience and skills to become a valuable asset to the firm, contributing to its growth and success. Key Skills: - Basic troubleshooting and maintenance servicing in peripheral support, mainly Printers and UPS - Good analytical skills with the ability to work under pressure - Average knowledge in CITRIX Applications, Active Directory, Mainframe, SharePoint, and VPN - Expert at MS Office 2010, 2013 and 2016 Version(Word, Excel, PowerPoint and Outlook break-fix) - Positive attitude, strong discipline, and keen interest in learning Advanced AI Technical Proficiency: Expert in troubleshooting PC hardware, software, and related devices/peripherals. Basic network troubleshooting capabilities. Advanced skills in Windows 7 and Windows 10 troubleshooting and break-fix solutions. Proficient in the usage and maintenance of printers, scanners, fax machines, photocopiers, and UPS systems. Communication and Interpersonal Skills: Strong public relations skills. Excellent interpersonal communication abilities. Computer Repair and Maintenance: Specializing in the repair and maintenance of DELL Dimension/XPS desktops and Inspiron laptops. This summary highlights your technical skills and your ability to contribute positively to a company’s success. Consider tailoring it further to match specific job descriptions or company cultures you're interested in.
We Helpdesk Engineers provide technical support and assistance to customers experiencing a wide range of Grab related concerns. Mainly the following: 1. Application 2. User Account 3. Services (Transport, Food, Express, Payments) 4. Mobile Device (Hardware & Software) GRAB in the Philippines acts as the largest Ride-Hailing Platform that provides fast, easy, and safe booking service for taxi, cars, carpool, and couriers that helps our passengers reach their destination comfortably. Help desk Engineers are designated to troubleshoot technical issues and help co-employees and customers resolve them. We are the 2nd line of defense of GRAB and acts as the 1st level of escalation for our CEs who interact directly with customers on a daily basis. It is vital for us to have excellent Customer Service and Communication skills. Help desk Engineers often help individuals who have little to no knowledge of GRAB Application, Features, and Technology. Email etiquette is especially important, as many issues are handled by Email and Chat through our ticketing tool called Zendesk. Helpdesk Engineer Core Responsibilities: Identifying hardware and software solutions. Troubleshooting technical issues. Diagnosing and escalating faults to Backend for a fix. Resolving device concerns both hardware & software. Dealing with issues swiftly by pinpointing the root of their problem. Providing timely and accurate customer feedback. Discussing with CE through a series of actions to resolve a problem. Following up with CE/Local IT for critical cases to ensure the problem is resolved. Supporting the roll-out of new applications. Providing support in the form of procedural documentation. Managing multiple cases at one time. Keeping ourselves updated with new features & services. Managing assigned Ad-hoc Tasks for team improvisation and development.
Nature of work: Ensures that the Manila operation is in accordance with the established Incident Management Process. • Monitors performance of the Operations in managing Incident Management Process according to the ITIL standard. • Responsible for managing incidents – triaging, addressing, communicating status, and documenting resolution. • Ensure all allocated actions/responsibilities are clearly defined and documented including updates. • Ensure the use of pre-defined processes and tools, and best practice guidelines. • Coordinate, assess and appropriate handling of major incidents; provide incident notification with proper notification processes. • Identify and/or review issues and actions regarding SLAs. • To monitor and provide complete and accurate information on the High tickets / VIP which helps in providing appropriate resolution. • Implemented incident management processes as prescribed by role. • Performed timely resolution or escalation of issues to appropriate IT Operations team or support group.