Lysander Bayona

LYSANDER ROMERO BAYONA 1124 A. Sison Rd., Seabreeze Subdivision, Caridad, Cavite city, Philippines- l--l-I would consider myself best suited and most effective in an Incident Management Officer, Information Technology Service Desk Analyst or Helpdesk Administrator role. However, also have skills that would allow me to be effective in a Quality Assurance, Clerical, Change Management, Report Management or Problem Management role as well. I have extensive experience in team-oriented work environments and I am consistently committed to achieving and surpassing all expectations of my employment. COMPETENCIES Desktop/Laptop Hardware/Software troubleshooting, VPN management (RSA, Forticlient, Entrust, F5 Mobile Client, Citrix Autoconnect) Security Administration, Active Directory Management, Email Exchange Management (Outlook, OWA, Airwatch/BES), Ticketing Sytem (CA Service Desk. iHEAT, Global Service Desk, SNOW, Remedy, Salesforce, Zendesk, Siebel, etc.) Microsoft Office and Office 365, SOHO, VOIP, etc., LogmeIN, Teamviewer, MS Teams. Point Of Sale devices.HTML and CSS. PROFESSIONAL EXPERIENCE ESL Teacher/Trainer – January 15, 2023-Present Bizmates Philippines 11F Tower 2 Insular Life Corporate Centre, Insular Life Drive, Alabang, Muntinlupa, 1781 Metro Manila   Teaching Business English to Japanese professionals using the Bizmates methodology. Guides Japanese professionals in their business communications concerns, such as Email Writing, Presentations, etc. Technical Support Representative – June 06, 2022 to December 31, 2022 Condor POS Solutions RP Inc 5th Floor Azure Business Center, 1197 EDSA Barangay Katipunan, Muñoz, Quezon City Provides administrative repair in voice teleservices with Voice, Email and Chat streams. Act as a brand ambassador, representing, and promoting products to new and existing customers. Services include: o Serve as technician contact for routine technical and service-related problems of POS, Pinpads, Kiosks and KDS stations. o Provide technical support, troubleshooting, and repairing basic and routine problems ensuring promptness and optimal performance. o Respond to technical questions regarding POS equipment problems or requests for information such as menu creation, generating reports, applying discounts, etc. o Utilize tools such as Remote Assist, LogMeIn, Connectwise and other technology to remotely support technicians. o Troubleshoot and determine the most cost-effective repair and resolution to minimize customer and/or equipment downtime. o o o o o o Maintain highest level of customer satisfaction by promptly resolving tangible problems and concerns of low complexity. Escalate problems and issues to a higher level of support including service that exceeds response time, repair time, lack of parts, or any other issue that could impact customer satisfaction. Respond to, follow up, and close all assigned problems. Provide after hours and/or weekend or holiday support (on call) as business needs arise. Install and configure new or replacement POS and printers, and update firmware, migrate programs and download programs to replacement POS remotely. Document problems and status reports. Content Analyst and Moderator June 29, 2020 to April 30, 2022 Open Access BPO 11th floor Glorietta 2 Corporate Center, Makati City, Philippines 1224 Online Community Content Analyst/Moderator/Editor February 17, 2017 to January 31, 2018 TaskUs Philippines T. De Castro Bldg. II, Emilio Aguinaldo Hwy, Palico, Imus, Cavite As an Online Community Moderator, I am responsible in implementing the Company’s Online Community Moderation Strategy, monitoring and moderating user-generated content to ensure that the online community is maintained as a safe and fun environment. This role coordinates with the internal Community Management team to support its mission, ensuring a safe and legal community environment, promoting excellent customer service and helping to cultivate a strong community around the brand. As such, I possess the following skills and competencies to effectively perform and deliver results. o Great knowledge of online legal issues and cool under pressure o Strong organizational and multi-tasking skills, and a proactive approach o Working operational knowledge and understanding of online community platform moderation tools o o o o o o (Forums, Blogs, Photo Uploads, Commenting etc. Knowledge of the Company’s industry and targeted demographic’s culture, as well as internet culture Ability to effectively communicate information and report statistic. Team player, detail focused and reliable. Good technical understanding and can pick up new tools quickly. Have a good knowledge of principles of customer service Availability to work days, evening, nights, as well as weekends as and when required. Responsibilities:        Implement the online community moderation strategy, to ensure its effectiveness and providing superior quality of customer service and support to our community with the help of various communication tools Review and moderate all user-generated content and user profiles (either pre-, post- or reactive moderation) within forums, comments, images, videos and audio, liaising with the Legal and Community team where required Manage the banned user process, and track and remove previously banned users Maintain the Moderation Guidelines and ensure they are up to date Service Community Admin accounts, processing emails and complaints, escalating when necessary Regularly feedback insights gained from community moderation into the Community team Monitor all industry and company information and news to anticipate potential issues IT Service Desk Analyst – August 24, 2015 to January 12, 2017 Millennium1solutions 10 Brixton Technology Center, Brixton Street, Pasig city – 1600           Initial point of contact for users requiring assistance with information technology issues, including requests and issues primarily via telephone and email; Acknowledge requests and issues, execute initial triage/information gathering activities and logging the request or issue in the specified Incident Management System; Perform Tier 1 support in an effort to provide resolution, or assign logged requests and issues to applicable resources as required; Ensure timely acknowledgement and remediation activities by assigned resources, executing follow-up and then escalation per company policy; Monitor ticket queues, ensure equitable distribution of assigned work to technical resources; Ensure timely escalation of issues to the appropriate Tier 2 and Tier 3 support teams, where required by Severity or Priority and/or Service Level Agreement or Senior Management direction; Act as a liaison between customers and technical escalation teams by providing ongoing, scheduled updates to stakeholders throughout the life of a request or incident; Complete daily status reports and shift handover reports to ensure continuity; Maintain user account access through Active Directory; Undertake other project activities as required IT Service Desk Specialist – September 8, 2014 to July 31, 2015 Stefanini Philippines 30F GT Tower Building, H.V. Dela Costa cor. Ayala avenue, Makati city – 1200              Addresses and resolves basic incidents and requests; logs all incidents and requests in CA Service Desk ticketing system; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope, ability or responsibility. Setup users' profiles, manage account information (username/password) in Active Directory; Setup and manages exchange mailbox, distribution lists, security group, RSA, voicemail directory, etc. Setup rules and permissions, add-ins and calendar in Outlook 2007 and 2013. Manages user's mobile account using Airwatch for iPhone and Blackberry Enterprise Server for Blackberry phones. Ensure that appropriate CTI categories are being used for logging incidents and requests for tracking and reporting purposes. Provides positive customer support experience to create strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with absolute professional attitude. Ensures the end-to-end customer experience and provides a single point-of-contact for the customer. Analyzes and resolves incidents and requests regarding use of application software such as Microsoft application, hardware configuration for iPhone and Blackberry. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff (Tier 2 / Tier 3) involved in resolution to ensure incidents are resolved, and customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases. Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact. Maintains and protects confidentiality with regard to all aspects, users and employee information. Adheres to Code of Conduct and Mission and Value statements. Performs other duties as assigned. IT Help Desk Analyst /Service Desk – March 20, 2006 to June 12, 2008 HTMT LTD 86 Eulogio Rodriguez Jr. Ave, Libis, Quezon City, 1110             Receives and processes incoming phone calls from users, verifies user information (e.g. ID no., names, address, email address, phone no. etc.) in adherence to security policies. Provides technical assistance via voice, email and chat support to a variety of concerns. Ensure resolutions to each and every call in a timely manner. Configures email setup for Lotus Notes mail client. Troubleshoots internet and intranet connectivity issues for DIALUP, DSL and BROADBAND connection for Windows platform. Troubleshoots hardware problems for Dell desktop computers, Dell laptops and IBM notebooks, provide technical assistance for software issues that runs on Windows platforms. Setup and configures printers for network use. Provides resolutions for network connectivity concerns. Processes users’ procurement request for IT services, involves 3rd party vendors if necessary. Perform password resets for ATT Global Network Client, Windows Login, Tools and Other Applications, etc., and ensure users capability to login or offered level 2 support if not resolved on service desks level. Escalate calls to Team Lead if issues require to be expedited. Involves second level support to ensure resolution to users concerns. Ensures that calls are processed with strict adherence to policies, procedures and quality standards and to established compliance to federal laws and regulations. Continually attends product training and all other on-going training to improve and increase knowledge for better customer service. Technical Support Representative – July 19, 2004 to January 31, 2005 WEST CONTACT SERVICES INC. 24/F The Exportbank Plaza, Chino Roces Avenue cor. Gil Puyat Avenue, Makati city – 1200        Receive and process incoming phone calls for dedicated clients and users which includes obtaining, entering and verifying customer information (e.g. names, addresses, credit card numbers, etc.), adhering to scripts, and attempting to sell products or make up – sells. Provides technical assistance and resolutions that concerns internet connectivity, email and browsing issues in a timely manner. Configures email setup of different email platform such as MS Outlook and Outlook Express. Troubleshoots Dialup issues in Windows and Mac OS platform. May make return phone calls to customers if technical problems were incurred during the customer’s initial incoming phone call. Ensure that calls are processed in strict adherence to established policies, procedures, and quality standards, as well as any federal laws and regulations. Continually attends product training and all other on-going training to improve and increase knowledge for better customer service. PERSONAL INFORMATION and EDUCATION Birthdate Age Sex Civil Status Citizenship : : : : : February 4, 1974 49 years old Male Married Filipino Civil Engineering Technology, Academic Year 1997 – 1999 Technological University of the Philippines, Ayala Boulevard, Ermita, Manila