Brian Otico Email & Phone Number

General Trias, PH

Manila, National Capital Region, Philippines

- Develops new knowledge base articles in KACE to assist users and the Service Desk team in resolving IT-related issues.- Documents processes using MS Visio, providing clear guidelines for specific scenarios, such as onboarding new users and offboarding resigned employees.- Ensures that teams and other stakeholders are informed about new initiatives and.

Muntinglupa, Philippines

- Manages end-to-end incident handling for the entire Service Desk using KACE.- Oversees problem tickets and coordinates with various teams to develop permanent resolutions.- Handles requests related to ticket and queue management within KACE.- Generates and transforms data into actionable insights using Excel, PowerPoint, and Power BI.- Assists new teams.

National Capital Region, Philippines

- Key contributor to establishing the Service Desk in Manila. - Developed the initial draft of the incident and problem management process, adhering to the ITIL framework. - Established the foundation of the knowledge base repository and implemented it in KACE. - Designed and planned effective data generation and presentation methods to enable leadership.

National Capital Region, Philippines

- Supports 16 service desk associates in managing incoming calls and unresolved tickets.- Assists management in communicating various rollouts to ensure everyone is updated.- Discusses key performance indicators (KPIs) with each team member to develop action plans and address any performance gaps.- Collaborates with internal teams to ensure the needs of.

Makati, National Capital Region, Philippines

- Delivers consistent IT-oriented training sessions to both local and global audiences, ensuring that all participants are well-versed in the latest technologies and best practices.- Facilitates skill-building for teams by conducting scheduled classes and accommodating special requests for individual, team, or office-specific training sessions.- Develops.

Makati, National Capital Region, Philippines

• Creates modules, devise activities, develop facilitator’s guides, and deliver courses for existingagents in operations.
• Collaborates with clients to develop training programs for their accounts based on their needs,at the same time, ensures that it adheres to their missions and values.
• Keeps track of training hours and compliance for reporting purposes.

Makati, National Capital Region, Philippines

• Assists customers over the phone to resolve issues related to their Internet service.
• Sets up customer’s email accounts onto their preferred email client.

Pasay, National Capital Region, Philippines

• Troubleshoots consumer’s operating system and/or software to find their issue’s resolutionover the phone
• Guides customer in disassembling their computer whenever necessary to pinpoint thecomponent causing the issue that might need replacement
• Leads end-users in uninstalling and reinstalling device drivers as needed

Muntinlupa, National Capital Region, Philippines

Makati, National Capital Region, Philippines

Makati, National Capital Region, Philippines

Makati, National Capital Region, Philippines