Francis Galanza

FRANCIS GALANZA IT SERVICEDESK | TECHNICAL SUPPORT | CUSTOMER SERVICE CONTACT DETAILS EMPLOYMENT HISTORY Mobile & WhatsApp: - Email & Skype:- Core Operations Engineer LinkedIn: SKILLS Big Data & Hadoop Fundamentals LAN/WAN and Server 2003 Administration ITIL v3 Certified Infobip Philippines | March 2019 – Jan 2021 Coordinate with Operator Manager/Business Analyst/Procurement team to Initialize the communication channel set up globally. Provide Advance Technical Support. Support global Sales/Account Manager/BD manager to finish their clients’ requirement set up. Troubleshoot root cause and provide timely solutions to connectivity issues. Improve Processes and Procedures Knowledge in Computer Networking (LAN/WLAN/IP Addressing and Sub-Netting) Knowledge on Active Directory, domain controllers etc Installing and Configuring Microsoft Servers (2003/2012) Trouble shooting skills and experience in handling Exchange (outlook)/Lotus Notes environment. Advance Operating System Troubleshooting (Windows XP/Vista/Windows 7/Server 2003/2008) Technical Lead IT Infrastructure Services Cognizant Technologies Solutions Philippines | Sept 2015 – March 2019 Conducts Clients call to discuss project performance on a Weekly and Monthly basis Liaise with Client for any project changes and process roll outs Manage staff, preparing work schedules and assigning specific duties. Determine staffing requirements, and interview, hire and train new employees, or oversee those personnel TRAININGS/SEMINARS/CERTIFICATION Six Sigma Greenbelt Certified Advance Innovation Group Pro Excellence Six Sigma Yellow Belt Cognizant Certified Professional Program LAN/WAN And Server 2003 Administration processes Analyzing information and evaluating results to choose the best solution and solve problems. Ensure effective Floor Management by assisting analysts on the technical issues for speedy and correct resolution Coaching and training/development of the team examples: one on ones, side by side coaching. Conducting ticket audits & rating overall adherence to established ticket standards. Analyzing & evaluating quality performance data metrics for trending & improvement opportunities. Assist line of management in customer complaint resolution CNCTC Makati Ensure that the team meets all the stipulated KPI’s and report the deviations Technical Helpdesk Certification Check and report shift schedule adherence and skill gap issues to team leads/team managers at the beginning of the Brainbench May 18, 2011 shift Windows 7 Desktop Administration Certification Watch out for outliers - analyst running on High talk time and alert the floor walkers to assist the analyst to resolve Brainbench Nov 04, 2011 the call at the earliest. Monitoring and Administering Servers Adherence to Cognizant policies and procedures Element K Oct 2011 Adherence to shift schedule and leave management Technical Helpdesk Certification(Microsoft) Resolve/handle calls based on RAG status Brainbench Nov 11, 2011 Adherence to project requirements during BCM situation ITIL v3 Certified Cognizant Certified Professional Program April 2011 Dell Certified System Expert Tech ID: 472957 Dell International Services Phils, -August 2007 Technical Lead IT Infrastructure Services Cognizant Technologies Solutions London, UK | Sept 2014 – Sept 2015 Provide a single point of contact for end users to receive support and maintenance within the organization's desktop EDUCATIONAL BACKGROUND computing environment. Install, upgrade, support and troubleshoot Microsoft and Mac Operating Systems and Microsoft Office 2007/2010 Tertiary Bachelor of Science in Chemical Engineering Mapua Institute of Technology Intramuros, Manila 1996 - 2001 and any other authorized desktop applications Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment (Continuation) Performs general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment Performs general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment Performs remedial repairs on computers, laptops, printers, and any other authorized peripheral equipment Customize desktop hardware to meet user specifications and site standards Performs work in compliance with the specified warranty requirements Returns defective equipment/parts to maintenance inventory, documents customer repairs maintains, and restocks assigned parts inventory to ensure proper spare parts levels Responsible for monitoring, operating, managing, troubleshooting, and restoring to service Technical Lead IT Infrastructure Services Cognizant Technologies Solutions Philippines | May 2010 – Sept 2014 Conducts Clients call to discuss project performance on a Weekly and Monthly basis Liaise with Client for any project changes and process roll outs Manage staff, preparing work schedules and assigning specific duties. Determine staffing requirements, and interview, hire and train new employees, or oversee those personnel processes Analyzing information and evaluating results to choose the best solution and solve problems. Ensure effective Floor Management by assisting analysts on the technical issues for speedy and correct resolution Coaching and training/development of the team examples: one on ones, side by side coaching. Conducting ticket audits & rating overall adherence to established ticket standards. Analyzing & evaluating quality performance data metrics for trending & improvement opportunities. Assist line of management in customer complaint resolution Ensure that the team meets all the stipulated KPI’s and report the deviations Check and report shift schedule adherence and skill gap issues to team leads/team managers at the beginning of the shift Watch out for outliers - analyst running on High talk time and alert the floor walkers to assist the analyst to resolve the call at the earliest. Adherence to Cognizant policies and procedures Adherence to shift schedule and leave management Resolve/handle calls based on RAG status Adherence to project requirements during BCM situation Technical Support Supervisor/Resolution Specialist Telus International Phils. | Nov 2009 – May 2010 Supervise Team of Technical Support Representatives Resolution Metrics. Provide Advance Technical Support to a Team of Technicians Handle Escalations Creates TNA and Conducts training to Improve Technician’s Ability Create progress reports for TSR’s. Handled TQ and BQM Team PC Helpdesk / Dell On Call Dell International Services Phils. | Jan 2009 – Nov 2009 Help install and set-up common software applications, including how-to support for common Microsoft and Adobe Applications. Help set up internet and email accounts with Customer’s internet service; troubleshoot common internet service provider email configuration issues on a Dell PC. Help install popular printers, cameras, mice and keyboards; troubleshoot common issues. (Continuation) Help set-up Peer-to-Peer wireless and Ethernet networks between 2 Dell systems and a printer, and diagnose issues Help troubleshoot and remove virus and spyware. Help with basic configuration and installation of certain security software (purchased separately by Customer); setup virus scan and personal firewall. Help installing, upgrading and setting up Windows Vista™ and XP operating systems not purchased with Customer’s Dell PC. Help with re-installations to resolve spyware or virus issues. Help with OS maintenance and “how to” questions. Delete, modify and back up registry files, address Windows registry and control panel issues, add registry entries. Help backup customer data from Dell PC to customer-owned external media, assist with use of Dell Data Safe programs for current subscribers. Small and Medium Business Trusted Advisor Dell International Services Phils. | Aug. 2007– Dec. 2008 Answer ACD calls and address corporate customer's technical support needs or handle/route accordingly. Provide Advance technical support on basic operational or maintenance of a personal computers and /or peripherals using documented procedures and available tools. Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls. Remain knowledgeable of Dell's product line and service offerings, current industry products and technologies. Log customer contacts. Advise/educate customers within procedural guidelines to ensure a complete solution to their technical or service questions. Complete required product training modules on time to remain competent of current technology offerings. Identify and provide input on unique or recurring customer problems. Senior Technical Support Associate Dell International Services Phils. | January 2007– August 2007 Answer ACD calls and address Consumer customer's technical support needs or handle/route accordingly. Provide first-level technical support on basic operational or maintenance of a personal computers and /or peripherals using documented procedures and available tools. Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls. Remain knowledgeable of Dell's product line and service offerings, current industry products and technologies. Log customer contacts. Advise/educate customers within procedural guidelines to ensure a complete solution to their technical or service questions. Complete required product training modules on time to remain competent of current technology offerings. Identify and provide input on unique or recurring customer problems.