John Michael I Arceo Email & Phone Number

Pasig, Ncr, Ph

• Operational Support:- Oversee multiple KMC sites- Collaborate closely with the Service Desk - Conduct third-line investigation and diagnosis- Ensure timely resolution of incidents and service requests• Establish Delivery Processes:- Centralize and align processes and strategic programs with business objectives- Supervise employees and implement initiatives based on upper management strategies• Client-Facing Function:- Address client escalations and… Show more • Operational Support:- Oversee multiple KMC sites- Collaborate closely with the Service Desk - Conduct third-line investigation and diagnosis- Ensure timely resolution of incidents and service requests• Establish Delivery Processes:- Centralize and align processes and strategic programs with business objectives- Supervise employees and implement initiatives based on upper management strategies• Client-Facing Function:- Address client escalations and communicate progress on incidents- Build and maintain strong client relationships- Conduct regular meetings with clients• Leadership Function:- Supervise junior team members and manage workforce scheduling- Oversee performance management and foster a collaborative team environment- Identify training needs for team development• Asset Management:- Manage and control the organization’s assets in compliance with international standards Show less

- Leading teams, managing tasks, and collaborating with other engineers from different countries. - Triaging with resolver team, driving continuous improvement initiatives and reducing incident volumes for both inbound and chat support.- Conducting trainings for new hire employees and refresher training for tenured analyst.- Leads on the technical aspects of the development- Executes a software development life cycle for different projects with what best fits them- Works… Show more - Leading teams, managing tasks, and collaborating with other engineers from different countries. - Triaging with resolver team, driving continuous improvement initiatives and reducing incident volumes for both inbound and chat support.- Conducting trainings for new hire employees and refresher training for tenured analyst.- Leads on the technical aspects of the development- Executes a software development life cycle for different projects with what best fits them- Works closely with project stakeholders throughout the development to manage product development and improvements- Document and test code to ensure the quality of the software product- Provide technical documentation- Manages resource allocation across the development process to ensure that product is delivered on-time- Spearheads strategic planning to identify areas of improvement and adjustments in different aspects of the project- Evaluates projects and progress statuses Show less

• Perform basic Active Directory tasks such as resetting or unlocking LAN passwords, adding/deleting security groups, and managing request mailbox. • Monitor and manage client support, including system user setup and access support, and mobile device account management and provisioning. • Efficiently troubleshoot and drive technical issues to resolution by effectively isolating requests vs incidents including MS office, Active Directory, CloudPC, ServiceNow, VDI (Citrix), RSA… Show more • Perform basic Active Directory tasks such as resetting or unlocking LAN passwords, adding/deleting security groups, and managing request mailbox. • Monitor and manage client support, including system user setup and access support, and mobile device account management and provisioning. • Efficiently troubleshoot and drive technical issues to resolution by effectively isolating requests vs incidents including MS office, Active Directory, CloudPC, ServiceNow, VDI (Citrix), RSA, Exchange, M365 Applications, Windows, macOS, VPN (Endpoint Connect), SCCM and Global Protect • Handling workstations, servers, tablets, printers, phones, networks, vendor specific hardware, software, and general administration tasks troubleshooting. • Escalate unresolved calls to second level functional support teams. • Take ownership of user problems, provide status follow-up of open tickets, and communicate progress in a timely manner. Show less

• Delegate tasks, monitor team performance, assist the team by performing tasks with them, and handle complaints. • Effectively troubleshoot internet connection, home phone issue, browser issue, emails, and other IT-related technology. • Follow specified guidelines regarding service delivery, service request documentation, customer communication, collaboration, and escalation process. • Assess own skills and engage the best technical resources available to ensure issues are… Show more • Delegate tasks, monitor team performance, assist the team by performing tasks with them, and handle complaints. • Effectively troubleshoot internet connection, home phone issue, browser issue, emails, and other IT-related technology. • Follow specified guidelines regarding service delivery, service request documentation, customer communication, collaboration, and escalation process. • Assess own skills and engage the best technical resources available to ensure issues are driven towards resolution. Show less

- Support our Australian Internet and home phone customers by troubleshooting technical issues with home internet setup, Wi-Fi and speed and resolve technical support queries via telephone- Diagnose and escalate faults- Provide excellent customer service- Meet and maintain the appropriate key performance indicators and targets.

• Research and investigate information quickly, view information from alternative perspectives, and analyze and categorize information that may not easily be interpreted at a glance. • Hold members accountable to policies, metrics, processes, and standards. • Identify problems or errors and escalate them correctly.

• Monitor queue activities to ensure achievement of Service Level Metrics and ensure all team members contribute. • Evaluate agent performance, coach and help develop team members, and provide updates to all agents for them to be familiar with the customer needs, development process, techniques, and tools to support task performance.

• Conduct new hire orientation and training sessions to newly hired and tenured representatives. • Monitor, evaluate, and record training activities to determine program effectiveness. • Provide evaluations, exercises, and other activities that will effectively measure trainees' understanding of the topics and information discussed and their ability to perform their job.

- Serve as the first point of contact for customers, addressing their inquiries, concerns, and complaints via various communication channels such as phone, email, and live chat.- Provide accurate and timely information regarding products, services, and company policies to assist customers in making informed decisions.- Assist customers in navigating our website, troubleshooting technical issues, and placing orders.- Handle customer escalations with professionalism and empathy… Show more - Serve as the first point of contact for customers, addressing their inquiries, concerns, and complaints via various communication channels such as phone, email, and live chat.- Provide accurate and timely information regarding products, services, and company policies to assist customers in making informed decisions.- Assist customers in navigating our website, troubleshooting technical issues, and placing orders.- Handle customer escalations with professionalism and empathy, ensuring prompt resolution and customer satisfaction.- Maintain thorough documentation of customer interactions and transactions in our CRM system.- Collaborate with internal teams to resolve customer issues and improve overall customer experience.- Identify opportunities to upsell or cross-sell products and services based on customer needs and preferences. Show less

• Build relationships with customers, listen to their needs, and recommend products or services that meet those needs • Use product knowledge and sales techniques to increase revenue and achieve sales targets • Handle customer inquiries, complaints, and returns, providing timely and satisfactory resolution.

• Responding to inquiries and requests from end-users via phone, email, or ticketing system in a timely and professional manner • Troubleshooting and resolving software, hardware, and network issues for end-users • Providing remote support and assistance to end-users as required • Assisting in the deployment of new hardware and software to end-users Provide "up-sell" information that might include faster speeds, new features, including technical support or any other… Show more • Responding to inquiries and requests from end-users via phone, email, or ticketing system in a timely and professional manner • Troubleshooting and resolving software, hardware, and network issues for end-users • Providing remote support and assistance to end-users as required • Assisting in the deployment of new hardware and software to end-users Provide "up-sell" information that might include faster speeds, new features, including technical support or any other information to disseminate on a call. Show less