PROTACIO, ROBERTO CHINO D.
Mailing Address: Blk20 Lot2 Caspe St. Navarre Bellazona, Molino III
Bacoor, Cavite
Mobile No:-/-
E-mail Address:-Skype Email Address:-Skype Name: live:.cid.71f396fb0a71b5a8
Career Objectives:
To obtain a challenging position that will allow me to expand my education and to continue accumulating knowledge.
To serve the concern for which I work to the fullest extent.
Highlights of Qualifications:
Reliable and adaptable; can easily cope with changing situations
Has good communication skills
Willing and able to handle a wide variety of tasks
Team player and willing to learn from peers
Organizational skills and ability to multi-task
Committed and responsible in accomplishing tasks
Flexible and willing to stretch for business needs
Ability to engage with people immediately and build relationships
Personal Data:
Age: 30
Sex: Male
Date of Birth: May 7, 1990
Place of Birth : San Fernando, La union
Civil Status: Single
Nationality: Filipino
Religion: Roman Catholic
Educational Background:
Highest Education
Level: Bachelor’s / College Degree / College Graduate
Field of Study: Nursing
Institute/University: Manila Doctors College
Location: Macapagal Blvd., Pasay City
Date of Graduation: March 18, 2011
Certification:
-Certified Trainer
Job Experience:
Work: Service Coordinator
Corporation: Protected Harbor
Location/Address: 60, Dutch Hill Road Orangeburg, NY 10962
Duration: January 6, 2020 up to the present
Job Description:
Service Coordinator
Acts as the ultimate owner of all Incidents/Tickets
Audits quality assurance of tickets and calls of the technicians
Has the ability (Authority) to assign/delegate a ticket to a specific individual’s bucket
Monitors the effectiveness and efficiency of the Incident Management process and provides feedback to the management
Creates report/analysis on anything that covers the company
Direct communication with the Clients
Creates new processes in relation to the company needs
Organizes all files and data within the company drive
Reports incoming issues regarding the client’s server/s
Provides coaching to the company’s technicians
Job Experience:
Work: Incident Controller / Senior SD Technician / IT Service Desk Technician
Corporation: Stefanini Philippines
Account: Fiat Chrysler Automobiles / Acosta / Brown Forman
Location/Address: 3F iMET BPO Tower 1, Metropolitan Park Macapagal Blvd Corner EDSA
Ext, Pasay City
Duration: From April 20, 2015 up to January 11, 2020
Job Description:
Incident Controller
Acts as the ultimate owner of all Incidents/Tickets and acts as focal point for Incident Management process; communicates with Client Support Group.
Has the ability to identify Potential Outage and Shift Left opportunities and convey this information to the Service Delivery Team;
Monitors the effectiveness and efficiency of the Incident Management process and provides feedback to the Service Delivery Team;
Has the authority to identify a Functional escalation point for an incident when required (e.g. tickets bouncing/Web submits/Email tickets)
Attends Daily Production Status Review with Client Counterpart
Briefs the SD team on changes or deployments that may affect Volumes at the SD
Has the ability (Authority) to assign/delegate a ticket to a specific individual’s bucket regardless if they are L1 agents or a specific resolver group member;
Monitors the effectiveness and efficiency of the Incident Management process and provides feedback to the Service Delivery Team
Manages and leads the email/task team
Handles the whole account and manages the queue
Service Level Agreement analysis
Direct communication with the Clients
Apprentice Team Leader
Manages and leads a team of employees.
Communicates company goals, safety practices, and deadlines to team.
Motivates team members and assesses performance.
Provides help to management, including hiring and training, and keeps management updated on team performance.
Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance
Develops strategies to promote team member adherence to company regulations and performance goals
Conducts team meetings to update members on best practices and continuing expectations
Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints
Senior Service Desk Analyst
POC/Shift Lead of the Senior Help Desk Technician
Portal Admin for the CA Tool, making changes to user’s profile or add new users or resolver group
Training newly hired L2s(Senior Help Desk Technician)
Out of Office email admin
Handles Ticket Audits for Level 1 Service Desk agents
Check and process new user and rename user requests in the User Admin Tool
Helps in interviews for new L1 and L2 Service Desk agents
On-call whenever a co-L2 or Team Lead is absent
KB Contributor, helps in creating and publishing KBs
Read emails before the start of the day and during the entire shift to be always informed and abreast of knowledge
Receive Escalation Calls and provide Solutions to every issue
Monitors Stats and Data’s and provide report to the Management
POC of Special Process (K2 Process) for Active Directories of the Company
Provide Troubleshooting steps for Technical Issues.
Act as Team Lead if Management is not available
Monitor any Outages that might occur during Operations
Pro-actively plans daily/weekly/monthly work and monitors progress and results
Keeps contact with other resolver/departments to align work processes
Meets or exceeds daily, weekly and monthly production targets
Meets or exceeds targets for work quality
Knowledge Centre Support (KCS) candidate
Submits EOD Report daily
Job Experience:
Work: Call Center Agent / Customer Support Representative
Corporation: ACS Xerox Company
Account: Sprint
Location/Address: 9/F Aseana One Bradco Ave. Aseana Parañaque 1700
Duration: From March 3, 2014 to March 17, 2015
Job Description:
Production Team Lead
- Acts as secondary Supervisor or helps managing the team
- Creates escalations, e-mails, reviews, reports, and takes Supervisor Calls
- Coaches teammates, listens to calls, gives encouragement and helps in providing support
or knowledge about the account
Customer Care
- Handles billing inquiries and issues
- Up selling insurance, new lines/plans/services, add-ons and upgrade eligibilities
- Troubleshooting voice, text and data issues for phones, tablets and portable Wi-Fi
Job Experience:
Work: Call Center Agent / Technical Support Representative
: Internet Service Provider
Corporation: ACS Xerox Company
Account: Time Warner Cable
Location/Address: 11/F Aseana One Bradco Ave. Aseana Parañaque 1700
Duration: From September 2, 2013 to February 28, 2014
Job Description:
Tier 2
- Handling/Diagnosing Internet Connection problems such us intermittent, slow and no
connection
- Handling Browser Issues
- Troubleshooting/Diagnosing routers, modems and 3rd party devices such as desktops,
laptops, cell phones and tablets for Internet connection issues
- Upselling upgrades for faster Internet Speed
Job Experience:
Work: Call Center Agent / Technical Support Representative
: Visual Products and Laptop Technical Support
Corporation: Teleperformance
Account: Toshiba
Location/Address: SDC IT Bldg. Santana Grove, Dr. A Santos Ave. Brgy San Antonio
Parañaque City.1700
Duration: From March 7, 2012 to March 20, 2013
Job Description:
Tier 1 Laptop Support
- Handling Hardware and Software problems
- Up selling/Diagnosis of out of scope problems then transferring to
Level 3 Tech/Tier 3 for further support
- Up selling Out of Warranty and Basic Support Charges
- Providing quality and productive services to customers
- Pacifying all kinds of complaints or giving out the best options for the customers and the
company as well
Tier 1 Visual Product Support for US and Canada
- Handling Hardware, Programming and Connection Problems for
Television, DVD players and DVD/VCR
- Up selling Out of Warranty and Basic Support Charges
- Providing quality and productive services to customers
- Pacifying all kinds of complaints or giving out the best options for the customers and the
company as well
Character Reference:
Name: Wilbert Agorilla
Position: ServiceDesk Delivery Manager
Company/Account: Stefanini
Location/Address: 3F iMET BPO Tower 1, Metropolitan Park Macapagal Blvd Corner EDSA
Ext, Pasay City
Contact No.: 0917/-
Name: Raymund Consignado
Position: Team Leader 2
Company/Account: Stefanini
Location/Address: 3F iMET BPO Tower 1, Metropolitan Park Macapagal Blvd Corner EDSA
Ext, Pasay City
Contact No.: 0917/-
Name: Joey Reyes
Position: Team Leader 2
Company/Account: Stefanini
Location/Address: 3F iMET BPO Tower 1, Metropolitan Park Macapagal Blvd Corner EDSA
Ext, Pasay City
Contact No.: 0917/-
