Aljun Eugenio

Aljun C. Eugenio Address: Unit-C Tuazon Apartment #11 Ausmolo Compound, Buting Pasig City Email:-Contact no:- Objective To obtain a position that will enable me to use my experience in customer and also to gain more knowledge on the same field. Employment TATA CONSULTANCY SERVICES 10th flr Ascendas Accralaw Tower, Second Avenue Corner 30th St., E-square, I.T. Zone, Crescent Park West, Bonifacio Global City, Taguig City, Philippines February 17, 2014 – Present Queue Handler /IT helpdesk (MAERSK LINE account) Act as a Single Point of Contact (SPOC) for MAERSK IT Infrastructure. Provides operational support for day to day task including desktop operating system releases, upgrades, service pack installations, bug fixes, security updates and any system change updates infrastructure with zero to minimal business impact. Coordinate the activities of several groups investigating the incident, as needed, to ensure continuity and resolving particular incidents, and to fast-track the resolution as necessary. Performs proactive support services which may result in early detection of incidents to prevent them from occurring or to avoid recurrences. Coordinates with different application team/vendors for maintaining the Integration environment up and running. Served as the technical service desk to resolve desktop system issues as reported by the end-users and ensure that action is within service delivery agreements Maintains Network administration via Active Directory and Exchange Mail access management Undertake in-depth analysis, diagnosis and resolution of the issue. Display a high degree of professionalism, courtesy and client service throughout all interactions. Maintain high level of delivery in order to meet SLAs Coordinates with Major Incident Team for Critical Incidents to resolve the issue in timely manner. Support the Incident Management process to restore business operations and maintain the IT As a Queue Handler, dispatch ticket to correct channels (Level 1 associates and Level 2 support). Act as a SME whom agents can ask questions about technical / process matters & provide approval for assigning tickets to the second level support team. Responsible in Monitoring the CMS system in the absence of the shift leads to assure no call will be abandoned. Assure that agents are aware of the new process that are being cascaded to the team by the clients. Sending handover reports that includes tickets assigned to Level associates and Level 2 support. Coordinates with Major Incident Team for Critical Incidents to resolve the issue in timely manner. Tracking incorrect assignments (of the Level 1 associates) and provide feedbacks to Team leads for coaching. CyberOne.ph, Inc. 3rd flr. Salamin Building #197 Salcedo Village, Makati City June 2012 – December 2013 Quality and Report Analyst (One -Telco Account) Responsible in monitoring and auditing calls (live or recorded) to make sure that agents are following the process and call etiquettes. Perform coaching and provide feedbacks to agents to educate them about their strength and areas of improvement. Attending calibration to make sure that management and all QAs are inline with the process provided by the clients. Conduct training to equip the agents with product knowledge and customer service competencies. Sending call driver reports and analyze the root cause of the issue or if agents are using the correct call drivers. 24/7 Customer Philippines MJ Plaza Bldg., Valero, Makati City February 2011 – December 2011 Technical Support Representative (Optus Account) First level of contact of mobile phone customers. Resolves product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem and following up to ensure resolution. Escalates issue to Level 2 of support to provide proper resolution. Advanced Contact Solutions, Inc.(now Alorica) Alphaland Building, Magallanes, Makati City April 2008 – January 2011 Technical Support Representative (Verizon) Operate in a 24x7 environment, performing initial diagnostics, and escalating to higher level technical support groups in order to resolve issues related to voice and internet services. Creates trouble ticket and updates accordingly until closure/ completion of restoration. Keep customers updated on efforts aimed at restoration of their services and maintain accurate logs of trouble isolation and repair efforts. Advanced Contact Solutions, Inc.(now Alorica) Alphaland Building, Magallanes, Makati City November 2006 – April 2008 Customer Service Associate (DirecTV) Handles customers queries about the product and all billing concerns . Fulfills requests by clarifying desired information; completing transactions; forwarding requests. Perform basic troubleshooting and escalates unresolved issue to the next level of support. Winsource Solutions, (Philippines) Inc. 14th/fl. Robinson’s Cybergate Tower 1 Pioneer St., Mandaluyong City November 2005 – July 2006 Call Center Agent (Outbound Sales) Responsible in doing outbound calls to customers (prospect customers) offer and sell health services and gift certificates. Skill and Proficiency Experienced in Customer service and technical support Knowledgeable in basic computer troubleshooting (hardware and software). Computer literate ( such as Microsoft Word, Powerpoint and Excel ) Flexible, can work under pressure, and oriented in a fast-phased type of working environment. On-the-Job Training Computer Operator/ Clerk Department of Agrarian Reform City of San Fernando, Pampanga January 1999 - February 1999 Educational Background Vocational- years Computer Programming Central Luzon Institute of Technology With high honor Champion from-, CLIT Quiz Bee High School Diploma 1995 -1996 Pampanga High School Rank 1 on 4th year Affiliations Sinukuan, distributor 1995 -1996 Official Campus Publication of Pampanga High School Citizen Army Training, officer 1995 -1996 Pampanga High School