Jonathan Navarez Email & Phone Number

• via YEMPO - Your Employee Offshore (MSP - AUSTRALIA)
• Leads the Service Desk team responsible for internal customer facing technology services in client computing, IT support, incident/request management, productivity technology
• Perform audits of calls/chats/incidents for each analyst / track operational performance to maintain continuous improvement practices
• Communicate high-priority ITIL based incident escalations, incident/change, facilitate post resolution… Show more via YEMPO - Your Employee Offshore (MSP - AUSTRALIA)
• Communicate high-priority ITIL based incident escalations, incident/change, facilitate post resolution activities, including RCA/long-term system solutions analysis
• Serve as a technical and process escalation point within each team shift

• Google via Astreya
• IT Service desk support of Google’s global employees for all regions (APAC / EMEA / North & Latin Americas)
• Ensures the Service Desk maintains a high level of customer service and quality work. Helps to train and mentor other Service Desk specialists.
• Responds to email, chat or web tickets; provides proactive service in the diagnosis and resolution of all incidents, problems, and requests for all existing desktop and infrastructure hardware, output devices,… Show.
• Responds to email, chat or web tickets; provides proactive service in the diagnosis and resolution of all incidents, problems, and requests for all existing desktop and infrastructure hardware, output devices, and.
• Participates in monitoring, updating and maintaining tickets in a defined ITSM ticketing system and maintains ITIL V3 procedures to meet agreed Service Level Agreements and KPI's.

Singapore

• (Mindteck Singapore)
• Delivers IT Service Desk Support to Chubb Asia Pacific Zone (Australia, Singapore, China, Hong Kong, Taiwan, South Korea, Japan and Thailand)
• Responsible for IT Operational Support which focuses on company’s business applications
• ‘Hands-on’ responsibility for day to day Operation tasks Including:- Generate reports from Policies 400 using AS/400 queries; Run jobs, Checking jobs, and Restore data in AS/400; Generate reports from SQL database.
• ‘Hands-on’ responsibility for day to day Operation tasks Including:- Generate reports from Policies 400 using AS/400 queries; Run jobs, Checking jobs, and Restore data in AS/400; Generate reports from SQL database.
• Run daily and weekly transaction reports that requires by the business

Makati, Philippines

• (Stefanini Tech Team)
• Handles Incident & Request tickets from the helpdesk
• Modify, Add and Remove NT Domain / GPO Level access for end-users
• Deploy software install, uninstall & upgrade via SMS using SCCM Tool
• Provides solution for desktop / web-based application problems, e-mail / instant messaging configuration, wireless & wired network problem, VPN connectivity and hardware issues
• Engage with end-users via E-mail, instant messaging, phone call and remote desktop… Show more (Stefanini Tech Team)

NCR - National Capital Region, Philippines

• Global Service Desk Analyst (JP Morgan Chase & Co.) July 2011 – October 2011
• Single Point of Contact for distributed computing and networking for JP Morgan and Chase.
• Knowledge with JP Morgan & Chase distributed systems.
• First level support group function for different applications, servers, network facilities etc.
• Performs PC & Network troubleshooting
• Handles desktop/web-based application & mail client issues

NCR - National Capital Region, Philippines

• Teleperformance Inc.
• Inbound Level 2 Support of Verizon High Speed Internet (ADSL)
• Documenting and creating a ticket on every incoming call
• Troubleshoot Problems with Internet Connectivity
• Configure Modem & Routers
• Setup Wireless and Wired Internet Connection