JERICO ESPIRITU MENDOZA
#8 Pictorial Lane 4th Estate
SubdivisionParañaqueCity
- / --
OBJECTIVE To work on a position that would enhance my competencies towards personal and professional growth by gaining quality experience in an aggressive and well-balanced organization.
EDUCATION
-AMA COMPUTER UNIVERSITY
Bachelor of Science in Computer Engineering
- FAR EASTERN UNIVERSITY
Bachelor of Science in Accounting
-OLIVAREZ COLLEGE
High-School Diploma, March 1999
-ST. ANDREW SCHOOL
Elementary Diploma, March 1995
WORK EXPERIENCE
September 2016 -Transputec (UK based firm that provides IT Services)
PresentHome Based
Service Desk Analyst
Provide daily, weekly monthly and ad-hoc reports as requested
Monitor individual KPIs and SLAs
Comply to all client processes, internal and external
Comply with Incident and Problem Management Processes and ensure all calls logged are categorized and assigned according to the agreed standards on a daily basis
Comply with Change Management Processes
As above, ensure no changes are conducted without an approved change request
Monitor all Incidents and Service Requests logged to ensure SLAs for Response and Resolution are met
Escalation of Incidents and Service Requests about to breach SLA prior to any breach
Comply with Configuration Management Processes and ensure the CMDB is updated according to the agreed standards
Ensure documentation and processes exist for the area you are responsible for and that they are in accordance with Transputec standards and are regularly reviewed
Ensure documentation and processes are adhered to by yourself
Manage client expectations in relation to delivery and project requirements
Provide technical advice to customers and other Transputec teams
Build and maintain relationships with customers and clients for your area
June 2015 -Fujitsu Philippines
August 2016Makati City
Service Desk Specialist
Handling Service Desk analysts supporting 6 major clients of Fujitsu Australia
• Handles enterprise-wide services for Fujitsu clients and business partners.
• Oversee day to day activities focusing on Incident Management, Problem Management, Project Management and IT Events Management (Service Desk).
Resolve "live" and general client issues and technical problems, over the phone or email.
September 2014 -West (Intercall Account)
February 2015Makati City
Tier 2 Advance Web Support
Responsible for a variety of escalated and live complex technical customer support duties related to Company product and services (e.g., Microsoft BPOS, WebEx, Intercall Audio/Web Conferencing Services, Adobe Connect, etc.)
Provide a single point of contact for customers needing problem resolution and documentation of issues are resolved in an efficient, timely, and accurate manner.
Resolve "live" and general client issues and technical problems, over the phone or email.
March 2013 -ECE Consulting Group (Advance Tech Support Account)
August 2014Home-based
L3 Helpdesk Support
Handle escalation tickets/cases like provisioning issues, user profile administration for small medium business, virus removal issues, networking, printer issues, Operating system issues and peripherals/gadgets.
October 2009 -Sutherland Global Services
March 2013Taguig City - Taguig/Tarlac City
Team Manager (Team Leader)
Guides direct reports toward goal achievement using negotiation, teamwork, collaboration, motivation and staff development.
Acts as a role model within the organization.
Responsible in establishing a course of action for self and others to accomplish a specific goal while using appropriate resources.
Performs coaching, development plans and provide feedback to maximize agent`s performance
Monitors and resolves performance/behavioral issues using prescribed performance management techniques.
Analyzes statistical performance reports
Shift management
Answers customer escalated calls and resolve issues
August 2006 -Teleperformance (Previously Dell International Services)
March 2009Pasay City
L2 Technical Support Representative
Handles escalation calls that require intensive technical knowledge on computer hardware issues, LAN and wireless networking issues, software issues, Internet and Operating System issues (Windows Vista, Windows XP, Windows 2000, Windows ME and Windows 98.
February 2005 -CONVERGYS
February 2006MakatiCity
Technical Customer Care Representative
Handles calls promptly, interacting with customers to determine their needs, and providing consistent, high quality service and accurate information to customers who are having internet connectivity issues. (Dial-up and DSL type of internet connection)
CERTIFICATONS
Microsoft Certified Professional
Certification Number : E-
Achievement Date : 06/25/2013
Microsoft Technology Associate
Certification Number : E-
Achievement Date : 06/25/2013
SEMINARS / TRAININGS ATTENDED
Lead 100 Training - Leadership Skills Training
12/f Philplans Corporate Center, 1012 North Triangle Drive, Bonifacio Global City, Taguig City
October 2011
SUPPORTING USERS RUNNING THE MICROSOFT® WINDOWS® XP OPERATING SYSTEM ON-LINE TRAINING PROGRAM (DELL)
2/F NorthParkingBuilding SM Mall of Asia Complex, PasayCity, Metro Manila 1300 Philippines
September 15, 2006
DIGITAL HOME CLASSROOM TRAINING (DELL)
2/F NorthParkingBuilding SM Mall of Asia Complex, PasayCity, Metro Manila 1300 Philippines
September 22, 2006
THE MICROSOFT® VISTA SYSTEM TRAINING PROGRAM(DELL)
2/F NorthParkingBuilding SM Mall of Asia Complex, PasayCity, Metro Manila 1300 Philippines
December 11-17, 2006
PERSONAL BACKGROUND
Born on June 27, 1982 in Pasay City, Philippines. Excellent in oral & written English & Filipino skills. Strong customer service skills. Strong background in computer hardware and software components, DSL and Dial-up internet connections. Interests: basketball, billiards net surfing, and playing basketball. Highly responsible, Goal-oriented, Self-motivated, Quality-oriented and Team player.
REFERENCESOliver Allan Lee
Supervisor – Teleperformance
Mobile Number:-
Alexander Diomampo
Senior Team Manager – Sutherland Global Services
Mobile Number -
Edwin Missiona
Service Delivery Manager – Transputec
Mobile Number:-
