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Work Background
McKinsey & CompanyIT Service Professional
Sep. 2019Makati, National Capital Region, Philippines- Primary escalation contact for IT provisioning requests including new hire onboarding, IT device migrations, hardware replacements, and IT provisioning requests for Firm events.
- Understood the end-user persona and journey to meet their needs effectively.
- Identified underlying needs behind requests and explored customized solutions with expert input when needed.
- Advised on potential challenges and alternatives while aligning with Firm policies.
- Educated end-users and support teams for greater self-sufficiency.
- Shared resources to reduce repetitive interactions and mentoring peers.
- Handled the full request lifecycle from accurate logging to resolution.
- Helped the team prioritize tasks for timely, consistent service.
- Developed and used tools, templates, and documentation for both common and complex issues.
- Went beyond standard processes to find and document new solutions that can be operationalized.
- Managed and calculated lead times for components while understanding associated logistics.
- Comprehended technical specifications of supported products/services and their impact on the supply chain.
- Provided real-time updates on request and order statuses to keep all parties informed.
- Maintained relationships with key vendors and hubs while monitoring service level agreements.
- Raised potential technical or service issues and anticipating disruptions based on geographical or vendor factors.
- Contributed to the development and implementation of supply chain policies, processes, and best practices.
- Raised issues and proposing improvements to relevant stakeholders for potential implementation.
- Participated in refining IT Service Management (ITSM) processes to improve service quality and efficiency.
McKinsey & CompanyGlobal Helpdesk Professional
Mar. 2017 - Sep. 2019NCR - National Capital Region, Philippines- Provided first-level technical support through phone, email, and chat to resolve technical end-user service and support requests.
- Prioritized incoming request and followed up with end users to provide updates within established service level agreement.
- Diagnosed and troubleshot end-user hardware and application issues and provided appropriate solution in timely manner by leveraging technical skills, knowledge base, team members, and support teams.
- Assisted end-users by troubleshooting of applications such as Microsoft Office 365, Multi-Factor Authentication, CRM, VPN, Citrix, and MDM (Mobile Device Management) including install, modification and repair.
- Documented all cases handled to ensure continuity of troubleshooting and historical track of user experience.
- Collaborated with other internal IT support and development teams and contributed to the creation, documentation and improvement of knowledge as issues/solutions arise.
OutsourcedQuality Assurance / Quality Control Technician
Jan. 2014 - Sep. 2015NCR - National Capital Region, Philippines
Stefanini PhilippinesIncident Management Coordinator
Oct. 2012 - May. 2013Monitors incident queues throughout the day, ensuring all Critical and High priority incidents are escalated within internally set timescales. Acts as the point of contact and escalation for support groups and internal businesses during recovery of major incidents. Ensures professional and effective management of major incidents, resulting in the restoration of normal service with minimal impact to end-user experience. Provides accurate and timely communications on impact to the appropriate distribution lists and senior management. Escalates to senior management levels as needed to bring correct response and support from owning groups. Enters incident details in the incident management tool in a timely manner with accurate information. Participates in daily meetings to discuss progress and issues to be resolved, and report progress on a weekly basis to Incident and Problem Manager. Identifies and pursues opportunities for continuous improvement.
XeroxService Desk Specialist
Nov. 2008 - Oct. 2012Pasay CityApplied understanding and knowledge of information systems products and services to assist users with hardware, software, and network operating problems. Identified and investigated user questions and problems as well as isolated and resolved information systems problems. Coordinated referrals to appropriate technical, professional, or service personnel. Received and prioritized issues and forwarded using appropriate escalation procedures. Provided functional or task leadership. Coordinated special projects and system upgrades. Briefed customers and/or management on the status of resolution efforts. Served as a technical adviser to users with complex systems issues by resolving or conferring with technical personnel. Recommended system or process improvements, including procedures, training, and enhanced documentation
TeleTechQuality Assurance Specialist
Apr. 2008 - Oct. 2008Responsible for activities involving quality assurance and compliance with applicable regulatory requirements. Conducted audits and reviewed processes, data, and documentation. Evaluated improvements to various processes and systems. Ensured that processed information were accurate and reliable. Assisted in the development of systematic approaches for assuring high quality services.
TeleTechTechnical Support Representative
Feb. 2004 - Apr. 2008Pasay CityProvided customers with product and service information. Responded to and resolved customer inquiries and technical problems. Educated consumers in the effective use of products and services. Provided solutions for various Internet-related issues like initial equipment setup, software installation, browser and email client configuration, connectivity problems, and other post-installation concerns. Assisted in setting up private home networks that allowed connected devices to access the internet and communicate with each other. Identified and escalated customer issues as necessary.
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