Carigma Herbert Joseph Email & Phone Number

Taguig, National Capital Region, Philippines

• Assisting staff in all Infor offices, home offices, hotels etc. Infor is a global leader in business cloud software products for companies in industry specific markets.
• Perform software troubleshooting on servers, including operating system upgrades, Windows patches, security applications, and maintenance of their CMDB information
• Evaluation, installation, troubleshooting of network, email and virus issues
• Call handling, assignment and monitoring. Ensuring calls are updated and resolved in a timely manner.
• Troubleshoot hardware/software and perform necessary repairs

Eastwood City, Quezon City

• Created process documents for Enterprise Holdings, Inc., the world's biggest car rental company
• Generated work-level instructions for the Service Desk, including onboarding and offboarding documents, outage handling procedure and callback process
• Was responsible for creating knowledge articles based on ticket audits, customer escalations and feedback from the Service Desk
• Editing knowledge base articles from the client to be transferred to the company’s self service portal

Eastwood City, Quezon City

• Coordinated the end-to-end process of hardware refresh of BASF’s subsidiary in the Asia Pacific region
• Tracked purchase orders, hardware delivery and technician availability to ensure adherence in schedule
• Made progress reports of the project for APAC as well as for the Americas and EMEA regions
• Maintained the Sharepoint site to consolidate all reports, process and technical documents

Eastwood City, Quezon City

• Creation and updates of Knowledge Base articles out of ticket audits and escalations for the world's leading sports apparel manufacturer, Nike
• Worked on Service Requests projects related to new products and services to be supported by the Service Desk
• Created process and training documents for new and updated services by the client
• Conducted training sessions in handling retail issues
• Tracked individual and team compliance to new processes
• Performed root cause analysis of aging tickets and escalations

Eastwood City, Quezon City

• Analyzed call recordings to evaluate SD’s language and customer service proficiency
• Audited tickets to ensure that the activities by the SD is within the client’s process
• Conducted coaching, training and assistance to agents who face challenges in technical and process related knowledge
• Gathered data and analyzed trends and patters that affect quality
• Collaborates with the management and process teams in identifying and streamlining processes that affect service level attainment

Eastwood City, Quezon City

• Siemens IT Solutions and Services became Atos Information Tech., Inc on July 1, 2011
• Pioneered in a dedicated team of four people responsible for resolving issues in the retail environment of the world's biggest sportswear brand, Nike
• Had a brief stint in working with corporate users in addressing computer issues, including VPN access, Blackberry Enterprise Server, and different application logins
• Worked with users in resetting their passwords, unlocking accounts using Active Directory
• Worked with store managers and employees in fixing technical problems that affect their ability to conduct sales
• Gained deep knowledge in point-of-sale systems including software like Epicor and NSB, and hardware such as scanners, printers and credit and debit card machines

Eastwood City, Quezon City

• Handled inbound phone calls and logging tickets in Siebel Customer Relationship Management application
• Worked with end users in resolving Windows Vista issues, as well as hardware problems in their Toshiba notebooks, including their connection to the Internet
• Reviewed client history for trouble tickets similar to the reported issue
• Helped Toshiba customers in setting up their multimedia laptops
• Referred users to authorized service providers for unresolvable hardware issues

Eastwood City, Quezon City

• Answered customer queries on non-technical questions including product and warranty information
• Assisted users in locating authorized service providers for hardware issues in their machines
• Provided pre-purchase information on laptops and other accessories

Eastwood City, Quezon City

• Was responsible for receiving calls related to the Battery Exchange Program
• Qualified users if their machines are included in the program and provided options for their replacement
• Logged tickets and escalate them to Level 1 for technical inquiries

San Juan, Metro Manila

• Provided information on a wide variety of products advertised on television, radio and newspapers in the US
• Processed orders and captured credit card information of customer purchases
• Campaigned for selling reverse mortgage and generic drugs