Jan Isidoro, I'm looking for a Full Time/Part Time Work.

About

Hi my name is Jan Arvin Isidoro, I have a vast experience in terms of Technical Support work. I have almost 12 years experience supporting Companies Globally. I'm a very responsible individual and hardworking. I'm looking forward to working with your company.

Experience

Acquire BPO

Jun 2022 – Apr 2023

17th floor, 30th Street, Net Cube Center, E-Square Zone, Taguig

Customer Support Lead

 Lead, mentor, and coach Senior Technical Support Specialist Technical Support Specialist through difficult tickets and escalations and if intervention is required, communicate directly with customers, and set expectations throughout the escalation process.  Lead, mentor, and coach Senior Technical Support Specialist Technical Support Specialist through difficult tickets and escalations and if intervention is required, communicate directly with customers, and set expectations throughout the escalation process.  Partner with the Technical Support Manager and Support Specialists in reviewing and providing feedback on Root Cause improvements.  Contribute to the development of the department's competencies and training needs.  Lead team members with the monitoring of customers' system proactively to identify and solve incidents.  Lead team members and ensure departmental procedures and policies are always communicated and adhered to.  Drive team activities to ensure all team KPIs are met.  Zendesk usage and reporting.  Handles customer’s issues regarding their Active directory, Network Configuration, Routers, Access Points, Switch, Third Party Software such as Arcade Machine, Point-of-Sale system, Credit card terminal, receipt printer, Etc.

Wipro Limited.

Apr 2021 – Jun 2022

Quezon City

Service Desk Team Leader

 Leads a group of 20-25 service desk (Phone, Offline and Chat Team). Dealing with schedule changes. Staffing issues, employees’ concerns, supervising and providing them with additional training and coaching as needed to ensure everyone is performing their jobs properly.  Handles and generate service now and CMS reports for client reporting.  Monitor customer and client satisfaction, quality assurance scores and ensure all KPIs and SLAs are met daily.  Support customers with their issues regarding their Hardware, Software, Microsoft office 365, SharePoint, Network Configuration, Hardware (Lexmark Printer, Windows 10/11, BIOS set-up, Etc.), Azure authentication, Virtual Machine, (AWS) Active Directory, and other technical issues.  Email security, Cyber Security and the likes (Phishing/Spam Protection, Anti-Spoofing, Etc)  Service Now for customer tickets and reporting

Genpact

Oct 2011 – Jan 2021

12/F One Cyberpod Centris, Q.C.

Front Line Manager (Technical Support)

Management Trainee/Front Line Manager/Team Lead  Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.  Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures Subject Matter Expert/Support Role  First point of contact for any Password and SR Escalation Calls  Assisted in new hire classes for process training  Performed call monitoring to ensure quality  Conducted coaching sessions on monitored calls  Regular checking and monitoring of call queue  Resolving basic problems regarding business applications, hardware, and software  Escalating to senior staff when the solution is unclear. Reports problems with procedures  Regular client interaction to discuss defect/escalation trends, team metrics, and performance  Weekly touch base with clients for process improvements/updates, training, opportunities, issues, etc.  Monitoring of open aging PO, SR, and RC Tickets  Managed half of the request process and phone team members for WFA-MAC Technical Service Specialist L1  Technical Service Specialist (Wells Fargo) – One of the pilot specialists in the COE, (Passwords). Responsible for resolving customers’ password issues, assisting in basic troubleshooting, and transferring the call (if necessary).  Service Request - Responsible for Walking the customer through placing a request or placing the order on their behalf.

Headstrong Philippines

Apr 2011 – Oct 2011

5th Floor, Export Bank Plaza, Makati City

Associate

Manual Quality Assurance Tester  Refined and improved existing documentation system, resulting in reduced labor costs totaling $15,000 annually via increased workplace efficiency  Consolidated multiple ticketing systems, improving communication and ticket turnover rate by 7%  Investigated alerts created by IDS/IPS including malicious file uploads, compromised servers, SQL injections, and port scanning

Education

Ateneo Graduate School of Business

Mar 2019 – Mar 2022

Masters, Business Administration

Colegio de San Juan de Letran

Mar 2007 – Mar 2011

Bachelor of Science in Information Technology, Network Engineering (Microsoft)

Jan Isidoro

I'm looking for a Full Time/Part Time Work.

Skills

Languages