Niño V. Miguel

 NIÑO VENTURA MIGUEL IT Helpdesk Specialist CONTACT -- EDUCATION -AMA COMPUTER UNIVERSITY Project 8, Quezon City, Philippines B.S. Computer Engineering -COLEGIO DE SAN LORENZO Project 6, Quezon City, Philippines High School Diploma SKILLS Assembling and troubleshooting computes Networking (Structured Cabling and CISCO Networking) AutoCad I am adaptable to any working environment, persistent in finishing a task, creative, goal-oriented, and flexible. I enjoy playing team sports and game console, mountain climbing, and traveling. I have a collection of fantasy literature, war movies, and miniature scale tanks REFERENCES Provided upon request SUMMARY I have been in the BPO industry for almost 20 years. I have seen how customer service, technical support, collections, credit card and financial accounts and even health care services work. I have been in most of the operations position from agent to support to workforce and to where I am right now a service desk, or help desk for others. I have dealt with different people from different walks of life local and international. On top of being a father and husband and aside from being a BPO employee I am also a captain for the Philippine team for the Philippine Aguilas, an American football team here in our country. With that said whether it is at home, at work or at the field you know I am a team player and a good teammate and leader. WORK EXPERIENCE Service Desk Analyst/Sr Technical Analyst Hexaware Technologies Ltd Feb 2021 - Present Managing tickets sent by level technical support from different department within the company that may have administrative technical concern such as suspended access or password expiry. We handle escalations of tickets that require 3rd party support. Approve changes in user profile access depending on the user’s job description or task. L2 VOICE TEST CENTER Quantrics June 2018 - Jan 2021 Provide assistance for frontline agents regarding their tickets for escalation to either Back Office or Technician Dispatch. Make outbound calls for follow up troubleshooting with open tickets. CUSTOMER SERVICE Hinduja Global Solutions May 2015 - April 2018 Assist customers on their credit card concerns like disputes, reports unauthorized charges or card replacement. We also assist customers in consolidation of their spend and activities on their cards. FRONT LINE AGENT Sitel Philippines Oct 2013 - Mar 2015 Assist customers on problems encountered on their HP Notebooks/Laptops. Basic wireless networking, hardware issues like HDD, ODD or webcam are common concerns that we handle and troubleshoot. We also assist customers in sending in their notebooks/laptop for repair or ordering of HP parts. TECHNICAL SUPPORT REPRESENTATIVE Convergys Corporation Dec 2011 - Aug 2013 Assists Uverse/AT&T customers in troubleshooting for their High - Speed Internet connection, High - Definition TV problems, and CVOIP concerns. Provides information and answers to customers’ queries on their Uverse/AT&T post-installation. PRODUCTIVITY ASSURANCE COORDINATOR/FLOOR SUPPORT Teletech Customer Care Management Philippines Sept 2009 – April 2011 Assigned to a team to provide assistance regarding Verizon customers’ technical issues. Provided technical coaching to Verizon agents especially to those who are still on nesting TECHNICAL SUPPORT REPRESENTATIVE Teletech Customer Care Management Philippines Oct 2008 – Sept 2009 Assisted Verizon customers in troubleshooting for their DSL connection. Provided information and answers to customers’ queries on their DSL service TEAM LEADER IBM Daksh Sept 2005 – Sept 2008 Created daily, weekly and monthly reports for agent progression sent out to different department. Coordinated with other team leaders and managers to conduct programs designed to monitor agents’ growth. Provided one-on-one coaching sessions with agents to make sure all their needs and concerns are properly addressed. CUSTOMER SERVICE REPRESENTATIVE IBM Daksh June 2005 – Sept 2005 Provided billing information, offered additional services to plans and provided minimal technical assistance to customers of Sprint Wireless AUTOCAD ENGINEER Al Mashrik Contracting Company Oct 2002 – May 2005 Created blueprints, floor plans and schematical sketches for buildings, waterworks and parks. Coordinated with clients, managers and construction engineers before and during implementation of projects.