Carlo Jake Sastado

Carlo Jake Yap Sastado Address: Contact No.: Email Address: Apartment 9 6665 ME F. Reyes St. Purok 4 Balibago, Sta.Rosa Laguna -- WORK EXPERIENCE: DTCC Manila Position: Infrastructure Services Specialist Date: May 2, 2017 – Present Role: · Deliver prompt support solutions for Windows computer systems, Linux Virtual Terminals (VDI) Cisco phone and networked enterprise services by phone, via email, or through remote sessions. · Deploy mobile device, laptop and other desktop peripherals to new hire · Set realistic expectations with the end-user and communicate issues which negatively impact expectations in a timely manner. · Effectively resolve escalated workstation issues. · Effectively document all support efforts into the incident tracking system. · Assist with troubleshooting outages/interruption of services hosted by DTCC. · Contribute to the ongoing cycle of improving End User Support processes · Create knowledge article for new occurring issues · Ensure that all deployed/ returned IT assets are updated in ServiceNow IBM Business Services Position: Technical Support Representative Date: September 21, 2015- April 24, 2017 Role: Provide first level IT support to clients through phone, chat or email. Diagnose and troubleshoot computer hardware, software and applications issues. Install and configure client’s internal applications. Create ticket and document interaction and escalate unresolved issue(s) to next level resolver group. Ensure customer’s satisfaction and first call resolution with high rating and quality conversation with client. SPI Global - Infocom Position: Customer Service Representative/Technical Support Representative Date: June 23, 2014 - September 1, 2015 Role: Provide customer service and technical support to clients of the largest Telecommunications Company in the Philippines. Assist subscribers with billing concerns, technical issues and attend their service requests. KEY COMPETENCIES: · · · · · · · · · · · · Excellent Customer Service & Troubleshooting Skills Excellent Communication Skills (oral and written) Active Directory Windows 7 / Windows 10 Mobile Device Management/ Microsoft Intune McAfee EPO Microsoft Exchange Microsoft Office 2010/ 365 RSA Authentication Manager Virtualization (VMware\Citrix) Basic Networking understanding (TCP/IP) ServiceNow · Virtual Private Network PERSONAL DATA: Birth Date: Birthplace: Cebu Age: Gender: Civil Status: May 19, 1994 Metro Cebu Community Hospital, Cebu City 26 Male Single ACADEMIC QUALIFICATIONS: Tertiary: STI College Sta. Rosa Applied Industrial Technology -) With Certificate in Computer Hardware Servicing (NC II) Batangas State University General Engineering (Undergraduate)