Calvin Dondie Garcia Email & Phone Number

• Support requests such as break-fix, password reset, ticket routing, etc.
• Assist customers by confidently restoring services on incidents across RFA’s service portfolio at multiple levels.
• Utilize the ticketing system to monitor and respond to tickets within RFA established SLAs.
• Effectively demonstrate a sense of urgency while acting in a professional, calm manner and manage appropriate and realistic expectations to maintain overall client satisfaction.
• Leverage critical thinking skills to find practical workarounds and permanent solutions.
• Use appropriate judgment and apply most effective resolution methodology to properly escalate to other teams.

• Provide resolution to all desktop support requests according to the Service Level Agreement
• Configure, troubleshoot, isolate, repair, and resolve all customer desktop issues including desktop/laptop hardware and software, mobile devices, printer/scanners/copiers, audio visual equipment, hardware peripherals.
• Troubleshoot and repair desktop computers to ensure they interconnect seamlessly with multiple systems including network drives and all business productivity applications
• Communicate directly with customers via phone, e-mail and remote diagnostics to identify, reproduce and resolve customer reported issues

• Sources resumes of qualified candidates for specific job orders, using job boards, applicant tracking systems, company websites, etc.
• Conducts phone interviews to pre-screen candidates, verifying their qualifications, availability and compensation requirements; documents these interviews.
• Sets up interviews between candidates and hiring managers.
• Is involved in recruiting passive candidates, through phone calls, emails, and general relationship-building.
• Makes recommendations on additional candidate pools and recruiting techniques, after evaluating market conditions.

NCR - National Capital Region, Philippines

• Sources resumes of qualified candidates for specific job orders, using job boards, applicant tracking systems, company websites, etc.
• Conducts phone interviews to pre-screen candidates, verifying their qualifications, availability and compensation requirements; documents these interviews.
• Sets up interviews between candidates and hiring managers.
• Is involved in recruiting passive candidates, through phone calls, emails, and general relationship-building.
• Makes recommendations on additional candidate pools and recruiting techniques, after evaluating market conditions.

Centris, Quezon Avenue

• Team Lead - April 2017 – May 2019
• Supervised the entire production team to ensure all metrics are met with high IT Quality Service
• Provided coaching effectively to ensure 100% drive of the employees
• Provided great communication and employee engagement to handle queries, requests, and issues effectively
• Created strategic break schedules in line with the call timings
• Worked hand on hand with the employees to ensure calls are properly handled in a timely manner

Cubao

• Provided level 2 support (Troubleshooting) to consumers Internet
• Educated users for the subscribe services
• Supported billing inquiries
• Handled upgrade and downgrade of services

BGC Taguig

• AT&T Uverse
• Provided troubleshooting and account query (Billing, Subscriptions) to the following services:
• Internet
• IPTV
• VOIP