John
EDUCATION:
Bachelor of Arts Major in Political Science
EXPERIENCE:
May 2007 to September 2008
Sykes Asia Inc.
Service Desk Center
Global Support Associate
DUTIES AND RESPONSIBILITIES:
*Fields service interruption calls via phone, voicemail,
email or web collaboration, and perform within the agreed
targets published in the I.T.
*Investigate and diagnose the incident collecting all
the necessary information for resolving the issue.
*Track progress of the incident according to priority
and keeping the users and business owners informed of
progress.
November 2005 to May 2007
Qwest broadband Internet DSL
Subject Matter Expert - Processes POC
DUTIES AND RESPONSIBILITIES:
*Assist production team regarding technical concerns
in order to provide accurate troubleshooting for the
customer.
*Provide reports and analysis for tools latency, call
drivers, downtime, and point of contact of the production
team for IT and telephony issues.
*Generate documents, trackers and incidence in
assisting the production team regarding processes of the
account to increase productivity and competency.
March 2005 to November 2005
Qwest Broadband Internet DSL
Level 1 Technical Support Representative
DUTIES AND RESPONSIBILITIES:
*Taking calls from customers who need technical assistance
regarding their DSL connection, installation and repair.
July 2004 to January 2005
Convergys Inc.
Bellsouth Fast Access DSL
Level 1 Technical Support Representative
DUTIES AND RESPONSIBILITIES:
*Receives calls from customers who needs technical
assistance regarding their DSL connection, installation and repair
