Christopher Rey Q. Nacar
47 Fort Santiago St. Brgy. Alicia Quezon City, MM-
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BACKGROUND
With more than 10 years in the information technology industry as
Technical Support Representative from different companies, supporting
DSL/ ISP connection, Computer, Telephony (POTs) and Cloud Computing
softwares, IT Service Desk / Helpdesk. Has a wide range of experience
providing quality and good customer satisfaction experience to end users.
Willing and able to handle a wide variety of tasks, Creative and adept of
software applications, Fully committed to providing dynamic, compelling
solutions to the ongoing objectives of the organization.
EXPERIENCE
SNAPSHOT
INDUSTRY EXPERTISE
Technical Support
Customer Service
Senior Service Desk
Analyst
WORK EXPERIENCE
Service Desk Escalation
Service Desk Specialist
CGI Philippines Inc. - June 04, 2014- Present
AT&T, Application Support / SalesTools Helpdesk (02/2018- Present)Tier 2 Support
I ensure user issues are reported via a ticketing tool, acknowledged and
resolved in a timely manner. Point of Contact for issues escalated by
Service Desk Agent (Tier 1). Address concerns raised via ASAP Chat when
scheduled. Ensure that a user’s are able to proceed and move forward with
the contract being generated via supported CRM tools (Siebel, SalesForce,
ADOPT). Able to meet expectations, most of the time exceeding
expectations in terms of productivity, attendance and reliability. Can work
with minimum supervision.
TECHNICAL
SPECIALIZATIONS
Hardware and Software
Networking
System Administrator on
CRM usage
Active Directory
Exchange Management
O365 Administration
LAN/WLAN
Troubleshooting
KinderCare Education, Service Desk Escalations- (10/2016- 01/2018) Service Desk Specialist
First Level Infrastructure
Support
Create Users account or User account Management, Catalogue request
fulfilment, ticket routing/escalation to appropriate support group, Floor
support, Knowledge Base Management and Outage Management,
Extract and Sends End of Day Reports, Month to Date Reports, Update
SLA & Metrics, Incident and Service Desk Escalation Task Count and Ad
Hoc task requested by Client.
KinderCare Education, Senior Service Desk Analyst (06/2014– 10/2016)
Handles Triage and ensure SLA acknowledgment is met. Provides first- level support by calling out and or
answer inquiries via email. Supports and troubleshoots KinderCare client software, emails, and MS Office
and O365 issues and other applications. Escalate unresolved issues to appropriate towers.
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OTHER EXPERIENCE
HCL Technologies Philippines Inc. - April 15, 2013- May, 2014
Technical Support Officer/Application Support Engineer for Salesforce
My main responsibility is to assist System Administrator on CRM Usage, Security, and Performance.
Wipro BPO Philippines, Inc. - January 9, 2012- March 1, 2013
Technical Support Associate
Assist customers in their POTS related issues (No Dial Tone, Static issues etc.). Troubleshoot feature
related concerns such as Call waiting, Voicemail, Long Distance call issue. Create tickets and route them
appropriate group. Complete customer records and update their subscription.
SITEL Philippines Baguio - July 4, 2007 to May 03, 2010
Technical Support Representative
Assist customer with their DSL related issues like no sync, Sync no surf, Slow speeds, AT&T security
(MacAfee). Troubleshoot email issues specifically with the configuration of web base email provided by the
company to Microsoft Outlook, Windows Mail and any other email Clients
EDUCATION
University of the Cordilleras- Bachelor of Science in Psychology (Under Graduate)
Carthel Science Educational Foundation -Associate Degree in Health Science Education
TRAINING AND CERTIFICATIONS
Certified System Administrator (201) Salesforce.com
Certified Advance System Administrator (211) for Salesforce.com
ITIL V3 Certified
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SKILLS SUMMARY
NUMBER OF
YEARS
SKILL LEVEL*
Computer Networking
7
4
Computer Hardware/Software Troubleshooting
Remote Access Troubleshooting
Corporate and Field Telecom Troubleshooting
10
7
5
4
4
4
Active Directory
Microsoft Exchange Server 2010
5
4
4
3
Service now
VPN
5
3
4
4
Salesforce
CSS(Center Support System)
MS Office (2003, 2007, 2010, 2013)
MS Office 365 Administration
3
2
4
2
4
4
4
4
Windows OS
Internet Browsers (IE, Mozilla Firefox, Google Chrome, etc.)
5
7
4
4
Other Call center tools
IT disciplines
Account Management
Desktop/Laptop hardware troubleshooting
5
3
5
10
4
4
7
10
3
4
4
3
10
4
SKILL
Application knowledge
Industry knowledge
Customer Service
Technical Support/IT
Sales and Marketing
Other relevant skills
Excellent Communication Skills – English(Written/Spoken)
* 1 = basic, 2 = familiar, 3 = competent, 4 = expert
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