Michael Angelo De La Cruz

Michael Angelo De La Cruz Excellent communicator, capable of explaining complex technical issues quickly and easily, ensuring timely resolution of problems. Installs, configure and maintain software applications, operating systems, administration and network monitoring. Strong knowledge of support desk software and ticket tracking systems. Innovative and articulate technical support professional with 7 years of work history working in help desk, IT support and networking environment. Configure new and existing network systems and hardware. Manage migrations of major business applications. Set up IT Service Desk Lv 2. administrative passwords and directory permissions. Personal Info Experience Address 2012-07 - 0149 building, Ilaya Road, Niog III, Bacoor, Technical Support Specialist 2015-09 HARTE HANKS PHILIPPINES Cavite. RESPONSIBILITIES: Phone - • Extensive troubleshooting experience in Smartphones, ADSL, Homephone and VOIP • Extensive Windows XP and 7 OS and Application Experience E-mail • Taking ownership of any given tasks assigned to me - • providing continuous improvement ideas and leading, motivating and driving a team in the Date of birth absence of Team Leader - • Configuring and troubleshooting Mobile and NBN connections LinkedIn • Doing everything in my power to ensure that customer's needs are met, customers are the key to our success https://www.linkedin.com/in/michael-angelo-de- • Actively listening to the customer's needs and display caring and understanding, whilst expressing la-cruz-a- confidence in your ability to assist with the inquiry. • Respond to customer problems and queries in a timely and professional manner Skills • Taking escalation calls from the front-line support team members whilst ensuring the customer's issue is handled promptly and accordingly Troubleshooting Expert 2015-10 - Lead Generator 2016-01 HARTE HANKS PHILIPPINES Microsoft Office Suite RESPONSIBILITIES: Expert • Adhere to specific daily KPI quotas • Work with Sales Team to develop and grow the sales pipeline to consistently meet revenue goals Office365 • Manage data for new and prospective clients in sales software to ensure all communications are logged, information is accurate, and documents are attached Intermediate • Acquire data from primary and/or secondary data sources and maintain related information ServiceNow • Preparing documentation and presenting work results to management • Provide regular reporting on business activities as required by company owners Expert • Excellence in using Microsoft Office Products Call, Email and Chat handling • Ability to effectively communicate with all levels of organisation • High comfort level working in a diverse environment, and fast paced company Expert Interaction Desktop 2016-02 - Technical Support Representative 2017-04 Alorica Philippines RESPONSIBILITIES: Intermediate • Provides proper resolution to clients by identifying problems; researching answers; guiding client Software update and installations through corrective steps • Deliver service and support to end-users using and operating automated call distribution phone Expert software, via remote connection or over the internet Remote Desktop, VMware, Hyper-V • Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more Expert • Improves system performance by identifying problems and recommending changes • Document knowledge in the form of knowledge base tech notes and articles 2017-05 - IT SERVICE DESK ANALYST present ATOS INFORMATION TECHNOLOGY RESPONSIBILITIES: • Troubleshoots via phone hardware, software, and network operating problems and involves technical resources to ensure resolution • Applies understanding and knowledge of information systems products and services to assist users • Identifies, investigates and researches user questions and problems as well as isolating and resolving information system problems • Coordinates special projects and system upgrades • Briefs clients and or management on the status of resolution efforts • Serves as technical advisor to users with complex systems issues by resolving or conferring with technical personnel • May provide occasional functional and technical guidance to less experienced staff Education 2009-06 - Systems Technology Institute (STI COLLEGE) 2012-04 Studied Information Technology This online resume is GDPR compliant. The user can unpublish it at any time. © 2019