Abraham Basco Email & Phone Number

Malolos, Central Luzon, PH

Clark Pampanga

Singapore

• Dedicated Desktop Support Services (On-site Desktop Engineer)
• Perform first level problem diagnosis and resolve problems related to computer hardware, software and application system. Ensures that not more than 20% of the workstations shall be down for more than 4 hrs.
• Supports desktops, laptops, chromebooks, scanners, network printers, mobile devices (iPads, android), projectors, and visualizers, patch panel.
• Second level troubleshooting of network: LAN points, switches, router, APs, UPS, Wireless Controllers, etc.
• Ensure all alerts, problem tickets and changes are processed according to Service-Level Agreements (SLAs).Usage Support
• Provides assistance or advice to users regarding usage of simple functional features of software and hardware peripherals which includes but not limited to Microsoft Outlook, Microsoft Office, Network Sharing folder.

Philippines

• Resolution specialist manager who works closely with the Management Team and Support Staff in creating strategic plans that enhance customer satisfaction and minimize warranty cost for the company.
• Facilitates Operations intervention for new hire classes to give them the overview of what’s happening through an Operations Standpoint VS Training Environment.
• Creates Vitality Training Materials to enhance the tech competency and customer handling skills for both tenured and new hire agents.
• Working with vendors and clients to ensure that our customers business is running smooth and more efficient.
• Facilitates Resolutions Specialist (L2) huddles and Team Manager huddles to discuss current issues for the business, new processes for rollout and gather suggestions, and feedback to ensure that all operations are.
• Conducts Resolutions Specialist (L2) trainings, agent trainings regarding new products, tech, tools, skillsets which are relevant to their jobs.

Philippines

• Level 2 Primary resource person for agents assisting customers under the Dell’s Small and MediumBusiness group, as well as Enterprise group.
• Conducts technical training, session monitoring and coaching for the front-line agents to discuss things that they're doing well, things that needs improvements and updates them with progress reports regularly.

Clark Field Pampanga

Consultant Support Specialist (CSS) - Technical DepartmentHandles escalations from front-line agents. Assists in monitoring agents chat sessions and providing feedback regarding their weekly, monthly and quarterly performance. Assists in formulating specific action plans for agents and helping to ensure compliance. Customer Care Consultant (Senior CCC).

Bachelor Of Science (B.S.), Computer Science

Secondary Education