Yancy Kline Loren Halasan Email & Phone Number

• Ensuring resource allocation, attendance, effective achievement of KPI’s and planning activities• Ensure all the Service Level Agreement we're able to achieved• Build and maintain relationships with stakeholders to ensure high levels of customer service and support for all queries.•Oversee incident, problem, and change management processes within the team, ensuring timely updates and resolution.• Manage and delegate tasks effectively to team members, ensuring motivation and support for project delivery.• Provide technical support and ensure proper handover of completed work to customers or IT teams with necessary documentation.• Ensure adherence to company processes for all service requests, incidents, and project-related tasks, escalating complex issues when needed.

Infosys BPM – Technical Process Specialist – JL3A April 2021 – PresentTechnical Process Trainer (Service Desk Trainer)[June 2022 – May 2024]• Develop and deliver effective training programs for service desk personnel.• Create training materials and documentation for ongoing support and reference.• Conduct assessments to measure team members' proficiency and identify areas for improvement.• Collaborate with leadership to address training gaps and implement solutions.• Stay updated on technology changes to ensure training content remains current.• Provide individual coaching and feedback to enhance team members' skills.• Evaluate training program effectiveness and make continuous improvements.• Ensures to provide the quality, knowledge and proper skillset that requires for the engagementKnowledge Management [June 2022 – Present]• Knowledge base article creation• Updating and enhancement of KB Articles for Service desk and End-Users• Creation of Knowledge check once a monthIncident Coordinator [February 2022 – June 2022]• Incident Coordinator handles tickets that needs to be coordinated to L2 Groups• Ensures that before coordinating the ticket to L2, all data gathering, Troubleshooting, KB articles and in used to resolved the users concern.Incident Management[April 2021 – February 2022]• Handling High Priority and VIP Tickets (P1/P2)• Isolating and gathering more details to check the validity the high priority ticket• Ensuring that the Service Level Agreement is achievedSubject Matter Expert[April 2021 – February 2022]• Point of contact of L2/L3 on Graveyard shift• Supporting the team queries when it comes on technical areas and processesInfosys BPM – Senior Technical Process Executive– JL2A[May 2019 – April 2021]• Troubleshoot basic and routine Users issues that are in nature, including Hardware, Software, Network

Bgc

Devised solutions to operation issues related to Google HardwareSystem and Android Platform, working closely via phone, email,chat and web teleconference• Trained as Universal Agent to assist all Google Issues specially on Google Pixel Phone Devices

Mdc, Eastwood, Quezon City

Has program required advance skillset to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels .Windows Operating System - Windows XP, Windows Vista, Windows 7, Windows 8, Windows 8.1 , Windows 10 ( 10240, 1511, 1607, 1703, 1709 ).Up Skilled for SALES and Microsoft Office Applications Up and Running.