Marvin John M. Tan
1724 Milagros St. Sta. Cruz Manila | C:-|-
Objective
To succeed in an environment of growth and excellence and earn a job which provides me job satisfaction and self-development and help me achieve personal and organizational goals.
CGI Philippines Inc.
Team Lead
August 2017 – Present
Supervise a team of 12 personnel trained of Service Desk processes
Assist newly on boarded analyst during their training and nesting period
Monitor incoming queue and distribute tickets within the team according to end user region
Acted as Team Auditor that will check quality and effectively of Service Desk analyst resolutions and ticket logging
Generates high level of Service Desk Reports for APAC, Central EMEA and South America to discuss their performance and action plan to Client.
Handles Access Management team, On and Off boarding and creates Account AD, O365, Outlook, Skype and Notes ID
Travelled in Brazil and China for knowledge acquisition for Valmet Technologies
On Call Support for analyst who are in need of supervision during weekends
JPMorgan Chase & Co.
Tech Ops Analyst
October 2010 – November 30, 2014
Coordinate on-time computer equipment delivery and installation for new and relocated retail branches
Participate in weekly regional conference calls discussing requirements and status of all retail branch requests
Review weekly reports from retail to determine changes in requirements
Maintain current branch information in the BIS database
Work with the integration vendor to ensure all requirements is delivered on the date and time requested
Work with the installation vendor to ensure technicians are on site to perform installations
Work with the project manager, installation vendor, and Tier 2 support to resolve any issues
Ensure all branches open on time.
Help Desk Analyst
September 2008 – 2010
Solution 1 support team caters to several line of business
Assist callers over the phone and give instructions to resolve their issue
Escalate ticket as necessary and determine the severity of the issue for the priority needed.
Assists agents in handling different issues, research and isolate problem to determine the resolution needed.
Assist in-house employees, mortgage branch and site users with various application and hardware issues that directly impacts the firm
Advance Contact Solutions
Technical Support Representative/ Escalations
August 2006- April 2008
Provides concise, quality customer service in a professional timely and courteous manner for all Dial-up Broadband DSL, Cable and VOIP clients.
Support first time clients in setting up Dial-up Broadband DSL, cable and VOIP connections.
Provides assistance on Home Networking clients pertaining to installation and other Home Networking related issues.
Supports clients with regards to internet- related problems. (Browsing, Email, DNS, Authentication, TCP/IP settings and Protocols).
Coordinates with customer service representative with regards to clients account activation and status.
Consigns faulty connection reports and trouble ticket to on-site technicians for dispatch for on-site troubleshooting.
Consigns RMA reports to OEM for replacement and/or repair damaged DSL modem, routers, due to natural and non-forceful accidents.
PC Mansion
Manager
2001 – 2006
Provides concise, quality customer service in a professional, timely and courteous manner for all network and documents issues.
Monitor and audit all incoming and outgoing daily income of the store funds.
Manage store personnel
Cebu Pacific Air
Ground Steward
2000 – 2001
Taking reservations, issuing tickets, verifying passenger identification, printing boarding passes and helping travelers to check in their baggage at ticket counters are some of the responsibilities of passenger service agents. Ensuring the delivery of baggage and conducting security screenings of passengers and their baggage may be required as well.
Passenger service agents also work at departure and arrival gates where they check tickets, verify passenger counts and announce boarding sections. Other tasks include responding to telephone inquiries and providing flight departure and arrival information. Passenger service agents also assist those needing special attention, including the elderly and unaccompanied minors, as well as passengers who have missed their flights or hold tickets on flights, which are oversold.
Education
Bachelor of Science in Business Management
St. Jude College Manila, Dimasalang, Sampaloc Manila Last attended 2004