Christopher Brian Bacani
44 Golf St. Callejon I
Brgy. San Juan Taytay Rizal, Philippines
Mobile: -
Email:-
Career Objective:
To utilize my technical and management skills for achieving the goal and developing the best performance for the organization and I would like to implement my innovative ideas, skills, creativity and experience in accomplishing the role.
Work Experience:
IT Helpdesk – Ethan Group – MSP (Australia) May 2018 – Feb 2021
Eastvantage, BGC Taguig City Philippines
Serve as the first contact with customers who need technical assistance via the phone, email, or chat
Responsible for providing assistance to end-user users pertaining to PC technical problems, printers, mobile devices, and applications.
Support and Configure local area networks (LANs), Wireless
Network monitoring
Knowledgeable in ticketing system - ServiceNow, ConnectWise, and Zendesk
Knowledgeable in Office O365 and Exchange Online Administration and Active Directory
Knowledgeable in Alerts Monitoring - Network Monitoring, Server/Infrastructure, Telephony Monitoring
Knowledgeable in Network monitoring tools - SolarWinds, Meraki Dashboard, Aruba.
Assist end-user setting up mobile Apps and Multi-Factor authentication for iOS and Android devices.
Provision RSA Tokens for VPN/Remote access to end-user and provide assistance to VPN related issues.
Knowledgeable in VPN Applications - Pulse Secure, Global Protect, and Windows VPN
Knowledgeable in Remote Application - TeamViewer, Remote Desktop and Bomgar
Knowledgeable in Email Security Solutions MailGuard and Mimecast
Troubleshoot, Diagnose, and Resolve technical hardware and software issues
Coordinate incident, resolution, and service request completion to Resolver Team and Vendor.
Maintain technical documentation and service catalog on installation, configuration, and problem troubleshooting
Provide update/information to end-user regarding the status of their incidents or service request.
Keeps the problem record updated in a timely manner and document known errors and resolution plans.
Quick learner with ability to translate complex ideas and processes into technical facts or persuasive non-technical presentation.
Excellent organizational skills and ability to prioritize workload
Attention to detail and precision, solid work ethics concerning meeting deadlines and reliability.
Excellent communication and interpersonal skills
With Diagnostic, Problem Solving & Time Management skills
Technically proficient in PC architecture, Operations Systems, The Internet & Desktop applications
With the ability to manage multiple tasks simultaneously
Detail-oriented & able to work independently
Able to work independently and efficiently to meet deadlines.
Able to promptly answer support related email, phone calls and other electronic communications.
Self-motivated, detail-oriented and organized.
Proficient in Internet related applications such as E-Mail clients and Web Browsers.
IT Helpdesk – MetLife (US) September 2014 – March 2018
FIS, Ortigas Center Pasig City Philippines
Act as a single point of contact for phone calls and emails from users regarding IT related issues and queries.
Log all calls and update Service request and incident tickets in the Service Desk Call Logging System – Service Now, Remedy.
Update ticketing system about the status of the requests / tickets with history. Change the status of the tickets up to the closure.
Provide support in troubleshooting user problems relating to Operating System issues (Win XP, Vista, Win 7, Win 10), Web Applications and Desktop Applications.
Experience in providing assistance using and troubleshooting Outlook 2010 and 2013 within a network environment (permissions, calendar sharing, delegation)
Provided assistance setting up and configuring Email clients like Microsoft Outlook, Web Email, and Email on Mobile.
Perform upgrades, installation/uninstallation of software, drivers and essential desktop and laptop troubleshooting.
Knowledgeable in Microsoft Office applications, Office 365
Remote Desktop, Web applications, Desktop Applications, Browser settings (Internet Explorer, Google Chrome)
Knowledgeable in Event Management, Change Request Tickets, User Provisioning
Active Directory knowledge - Creating user accounts, reset passwords, create groups
Knowledgeable in VPN troubleshooting
To maintain a high degree of customer service for all support queries and adhere to all service management principles.
Troubleshoot basic hardware and network issues such as broadband DSL and Wi-Fi issues.
Reporting about daily ticket handling, escalations, closure, resolved tickets within SLA and outside SLA via Excel.
Technical Support – AT&T (US) June 2007- June 2014
Teletech Customer Care Mgt. Cainta, Rizal
Provide assistance by answering incoming customer calls and provide assistance for registration, email creation, physical line signal testing, modem/filter set-up, plus email, browser, and modem troubleshooting.
Provide technical assistance to customer relating to their DSL connectivity issue
Perform installation of the applications bundle with the service the customer signed up for
Assist the user setting up email client like Outlook, Outlook Express, and webmail.
Interact and coordinate with other departments to resolve customer issues.
May be asked to sell additional products or services that the company offers.
Test, analyze and clear customer reported trouble make notations via repair tickets.
Escalate customer trouble issues when appropriate.
Education:
Bachelor of Arts in Information Technology
Cap College Foundation, Makati City
Trainings:
ITIL Foundation v3 February 2016
