Aldien Dela Cruz Email & Phone Number

• Act as a local project coordinator for regional teams • Infrastructure and IT requirement support for new offices, warehouses & depots • Provides support (deployment, refresh, maintenance & repairs) for all End-User devices (Windows PC, Mobile devices, Peripherals etc.)• Troubleshoot desktop and mobile applications• Perform tech bar responsibilities • Collection and safe disposal of old devices• Network infrastructure delivery and troubleshooting (Managed Wi-Fi, Corporate Network)• Hardware Asset Lifecycle Management and budget proposal• Engage with IT procurement and vendors for PO ordering and handling• Experienced with collaboration tools such as Teams Rooms, Video conferencing/AV equipment, IP Softphones, Teams Live Events, Booking/scheduler tablets.• Knowledgeable on both Active Directory and Azure Active Directory• Experienced with desktop virtualization particularly remote desktop• Customized power BI dashboards and excel for efficient reporting• Knowledgeable on MFP services • Microsoft Endpoint Management • IT Service Management application such as Service Now• IT Governance & policy + procedures • Problem and Incident Management• Change and Risk Management awareness• Travel to satellite offices as required• Pro-actively identifying improvements, propose and implement solutions.

✓ Provide L0 to L1 support for client’s Internet and IT services concern (Network, M365, Kast, DocuSign, and others)✓ Involve with ensuring high-quality customer service experience along all stages of the customer lifecycle – onboarding, inquiries, service requests, billing related, and technical-related matters.✓ Ticket handling: often assigned on VIP customers’ filed ISP/ITS related concerns (through the CRM systems, email, chat, and telephone)✓ Perform tasks or assist on projects assigned by the Head of Customer Solutions &/or Customer Relations Division Head. ✓ Responsible for maintaining the report detailing the vital status of restoration activities ✓ Worked on generating & updating the process flow documents of the department’s Standard Operating Procedures that were included on the ISO certification

✓ Responsible for L1 troubleshooting (desktop support, hardware, software, network & Active Directory user management)✓ Installation and assembling of computer units✓ Data back up and restore✓ Assisting end users with computer/IT related concerns through remote and onsite troubleshooting.✓ Ticket handling: monitor filed IT-infrastructure related concerns (through the Kaseya system, email, telephone, and personal)✓ Acknowledges and clarifies customer inquiries, requests, or complaints to ensure that needs are identified, documented, and addressed

✓ Responsible for responding to customer email inquiries and complaints regarding account information, billings, contract renewals, and technical support using standard scripts and procedures.✓ Communicates appropriate options for resolution in a timely manner.✓ Escalate or consult cases to L2 support based on the defined scope of support✓ Ensures high level of customer satisfaction is obtained with each interaction✓ Works autonomously within established procedures and practices.

Bachelor'S Degree, Computer Engineering

Exchange Student, Game And Interactive Media Design