Julius Erwin Rueda Email & Phone Number

Pasay, National Capital Region, Philippines

▪ Manage IT Orders. ▪ Update Available Entitlements report.▪ Work with the TTG_CA team whenever the CA and APM Tool is down as well as when a mass update need to be raised.▪ Attend meetings when necessary. ▪ Do a research whenever needed about software and hardware.▪ Communicate with the Purchasing department to check on the availability of the software licenses.▪ Add/Update/Deactivate CIs on the CMDB tool manually.▪ Work on tickets submitted by the users related to Configuration Management.▪ Work Change Orders.▪ Develop/Generate ad hoc reports using asset management tools.▪ Provide training and documents regarding asset management.▪ Send inquiries to contacts and owners about their configuration items if needed.▪ Provide support to IT Order requestors by answering queries and/or providing installation media

▪ Internal point of escalation for unresolved Tier 1 technical issues▪ Manage phone, chat and backlog queues and monitor service level performance per contact type.▪ Creates reports/ dashboards to track team productivity, attendance, trends, and service level performance▪ Coordinates potential major incident to other resolver groups▪ Perform Tier 2 escalated callbacks and take supervisor calls.

▪ Regularly examine data reports to locate and resolve mistakes throughout▪ Extract, filter and aggregate data through logical queries and basic programming.▪ Research, present and resolve issues▪ Managing master data, including creation, update, and deletion.▪ Processing confidential information according to guidelines.

▪ Provide technical end-user support via telephone, email, or web chat.▪ Provide restorative or maintenance actions to resolve end-user problems.▪ Respond to end-user problems based on standard procedures.▪ Track incidents and calls, including but not limited to entering data into - the database timely andaccurately.Projects:Ernst & YoungDeVryGSK – Borrowed agent to work on web submit tickets for 1 monthCEC

▪ Modify, revise and update scorecards and other reports▪ Extract, clean and manipulate data from the multiple systems/sources for analysis▪ Collaborate with technical staff and clients to establish goals and objectives for system improvements and upgrades.

▪ Organizing workflow and ensuring that employees understand their duties or delegatedtasks▪ Monitoring employee productivity and providing constructive feedback and coaching▪ Maintain timekeeping and personnel records▪ Pass on information from upper management to employees and vice versa▪ Prepare and submit performance reports▪ Decide on reward and promotion based on performance▪ Ensure adherence to legal and company policies and procedures and undertake disciplinaryactions if the need arises▪ Ensured troubleshooting guidelines were executed appropriately by accurately capturingcustomer product complaints within company's margin of error standard.

▪ Handled trouble tickets with support interventions for urgent issues▪ Mentored and trained new representatives▪ Perform Tier 2 escalated callbacks and take supervisor calls.

▪ Assists customer by providing a high level of customer service.▪ Assist with troubleshooting Internet and Telephone Service.▪ Ensures all troubleshooting steps were accomplished to prevent unavoidable trucks rolls.