Gil Martin Alcantara Garcia

Portfolio: Technical, People Management, and Customer Service Experience of Gil Martin A. Garcia A Comprehensive Overview of Skills and Achievements Portfolio: Technical, People Management, and Customer Service Experience of Gil Martin A. Garcia Technical Experience • 7+ years providing frontline & advanced IT support across service desk and MSP environments • Troubleshoots PC, Mac, mobile, printer, VoIP and LAN/WAN issues to root-cause resolution • Admin for ConnectWise, Zendesk & ServiceNow; experienced with TeamViewer, AnyDesk & RDP • Led infrastructure upgrades (Azure AD, O365, VMware) that cut downtime by 30% • Created ITIL-aligned SOPs and knowledge base articles improving first-call resolution to 92% • Consistently maintained 98% customer satisfaction scores People Management Experience IQOR – T-Mobile Tech Assistant Coach -) T-Mobile Training Mentor -) • Guided and coached 15+ tech specialists on complex troubleshooting. • Designed a 4-week onboarding curriculum for new tech experts. • Conducted weekly 1-on-1 sessions, boosting team CSAT by 12%. • Facilitated classroom and virtual labs on network, device, and systems knowledge. • Monitored KPIs, delivered feedback, and created targeted action plans. • Mentored 30+ hires, achieving a 95% certification pass rate. • Led Lean continuous-improvement projects, reducing AHT by 8%. • Strengthened communication, empathy, and problem-solving via role-plays. • Managed scheduling, performance reports, and cross-team coordination. • Collected learner feedback and updated materials to meet T-Mobile CARE standards. Customer Service Experience • Tech Expert providing support for T-Mobile, Uber and Disney Streaming • Resolved complex technical and account issues with an average handle time under 6 min • Maintained 95 %+ CSAT and top-quartile NPS through clear, empathetic communication • Proactively educated users, reducing repeat contacts by 18 % • Earned multiple “Top Performer” awards, Q4-2023 (T-Mobile) Notable Achievements • Raised customer satisfaction (CSAT) from 82% to 94% in one year through proactive outreach and expanded self-service resources • Cut average resolution time by 37% after redesigning the L1–L3 escalation workflow and introducing real-time dashboards • Streamlined support operations by consolidating three ticketing tools into a single ITSM platform, reducing license costs by 18% • Earned successive leadership appointments, culminating in management of a 15-member cross-functional team based on consistent delivery of results Skills & Expertise Overview • Service Desk & Technical Support – 8+ years delivering Tier 1-3 support for Windows, macOS & Linux environments; hardware break-fix; ticketing systems (ServiceNow, Jira); remote tools (SCCM, TeamViewer) • System & User Management – Administration of Active Directory, Azure AD, Exchange Online and Google Workspace; identity lifecycle, group policies, MDM (Intune, Jamf) • Customer Service & Communication – ITIL-aligned incident, problem and change management; SLA tracking; end-user training, mentoring and executive reporting • Operational Excellence & Problem-Solving – Root-cause analysis, automation with PowerShell/Bash, process documentation, KPI monitoring and continuous improvement initiatives Contact:-| Cavite, Philippines