Ynos Ballesteros Email & Phone Number

• Handled 10 to 30 daily tickets, providing reactive Level I and II technical support to FactSet users through phone, email, and remote assistance ensuring a high level of client satisfaction.• Resolve and serve over 50+ client issues with installation, connectivity, crashing, slowness, security, and Office Integration• Collaborated with development teams from diverse countries and backgrounds to identify and resolve system malfunctions, ensuring a seamless business cycle.• Maintained and updated client account information, ensuring accuracy and confidentiality.• Participated in weekly team meetings to discuss client feedback and propose improvements to service delivery.• Develop and maintain comprehensive Standard Operating Procedures (SOPs) based on client interactions and documented technical solutions. These SOPs are designed to streamline future support efforts, enhance operational efficiency, and provide valuable insights for ongoing product development and improvement.

Philippines

• Create and follow support documentation for automated workflows for 500+ clients across the globe• Monitor automated mission-critical client processes for over 1000+ workflows• Proactively contact clients for process maintenance and troubleshooting• Interpret and support scripts written in Windows batch, Perl, PowerShell, and VBScript.• Use command-line (e.g., PGP, ZIP) and file transfer utilities (e.g., FTP, SFTP, SCP, SSH) to provide support to the Portfolio Services and Portfolio Analytics teams to model and vet its security analytics

Hawaii, United States

• Troubleshot and repaired the university’s networks throughout 300+ dormitories, classrooms, and offices • Identified incoming problems in the network and updated 10-20 system failure logs weekly • Conducted daily evaluations, scheduled maintenance work, and upgrades to improve network stability and reliability without interrupting ongoing business workflows •Installed and designed computer networks and cable management • Provided technical instructions and network system training to team-members

Hawaii, United States

• Troubleshot system failures or bugs throughout 100+ on-campusclassrooms and offices• Provided media equipment and technical support for 3,000 on-campusstudents and faculty members for meetings and events daily• Handled 5-10 incoming calls and concerns on media equipment andperipheral devices daily• Kept and updated 10-20 records of repair requests to expedite action

Quezon City, National Capital Region, Philippines

• Spearheaded the development of foundational network policies onquality assurance outputs using COBIT-2019 as part of the internship project• Maintained data accuracy and restored external and internal links within the company-wide cloud storage• Performed quality control deliverables and documents daily toguarantee-company standards• Secured confidential files and data through the company infrastructure