Francis Chua

 Francis Chua Contact Info Address: Blk 5 Lot 1b Peacock St. Francisville Subdivision Mambugan, Antipolo City Mobile Number: - Email:- Personal Particulars Age: 25 Date of Birth: September 7, 1992 Nationality: Philippines Gender: Male Marital Status: Single Permanent Residence: Philippines Educational Background Bachelors/College Degree Field of Study: College of Engineering Major: Marine Engineering Institute/University: Mariner’s Polytechnic Colleges Foundation Graduation Date:- High School : Abaño Laboratory Highschool Graduation Date:- Elementary: Daet Elementary School Graduation Date:- Employment History Australia and New Zealand Banking Group Position Title: Global Technology Application Support Specialization: IT/Computer - Software Industry: Computer / Information Technology Services Duration: May 2014 – October 2016 Work Description: Financial Support management and business decisions relevant to cost and handling specific volume of calls as  set by the busines with a time taregt time set for each calls. Ensure that incident calls/Mails/Tickets handled in a manner that there are no operational losses due to  errors. Participate in cost saving initiatives which leads to growth of    business. End User Active Directory tasks, reset or unlock LAN passwords and/or user accounts & adding/deletion of security groups. Monitors and manages request mailbox and facilitates appropriate client support, including user set up and access support. Effectively isolate technical issues - requests vs incidents to be able to efficiently troubleshoot and drive issues to resolution. Receiving, logging and managing calls from internal staff via phone and Service Desk Manager tool. Escalate unresolved calls to second level functional support teams. Take ownership of user problems and provide status follow up of open tickets and communicate progress in a timely manner. As400, Payplus, Esanda Applications, Access Control Management Start and End of Day Reports People Proactively identify Technical competencies for development and work with line manager to improve self performance. Develop good working relationships with customers and stakeholders Be a team player , proactively participate in meetings and take active part in team activities leading   Process Good knowledge of advanced technology systems and applications. Understands and complies with oral and written rules/instructions/procedures of organizational framework. Consistently meet targets to ensure that calls requests are responded actioned within SLAs Provide ideas and participate in process improvement initiatives   Risk/Compliance/Behavior Flexibility & Adaptability to work in shifts and changes Concerns For Quality and Standards Customer Focus Product Knowledge Lives the Value Atos Position Title: IT Helpdesk (Tier II) Specialization: IT/Computer - Software Industry: Computer / Information Technology Services Duration: Sept 2011 – March 2014 Accounts: McGraw Hill Financial & Nike Inc. Work Description: Responsibilities: Gives basic troubleshooting instructions via phone to Nike & McGraw-Hill Financial employees Troubleshoot basic Technical/IT issues within Nike & McGraw-Hill Financial via network and/or remote connection. Address’ customer issues that were submitted through web request Address’ customer issues that were submitted through email & chat. Experience in PC Hardware configuration Experience supporting LAN’s, PC operating systems and desktop software Experience using a variety of PC software including Microsoft Office Suite Microsoft Exchange, Windows XP, Windows 7 Basic User & Security Group Active Directory administration Incident management task such as prioritizing Incident tickets according to its urgency, impact on the business Configure VPN connectivity for user via RSA access Setting up schedules for server maintenance for onsite technicians Manage incoming email request from mailbox and distribute it to Service Desk based on it’s priority Summary of Qualifications Excellent Leadership Skills Attended numerous Trainings (Blackberry,Apple, ITIL,Singapore Banking Secrecy, Salesforce) Excellent oral and written skills in Filipino and English both literary fiction and non-fiction Can easily learn other type of computer applications Has years of experience working with technical accounts Multitasking, Interpersonal skills, goal oriented, focused and determined Available and willing to start Additional Info CAREER OBJECTIVE:  A quality-focused individual with advance experience and knowledge in Service Desk / Application Support and for technical accounts  Demonstrated a successful history in the field of customer service providing technical resolutions to customers  Strengths in communication, organisation, training and a commitment in meeting the metrics imposed by the employer/clients  Willing to undergo extensive training and learn new skills  Seeking the opportunity to apply my knowledge and skills in a new and challenging environment and to contribute to the success of your organisation. References Available upon request