Shyrus Angoluan

Shyrus L. Angoluan Blk 81 Lot 36 Bernardo Carpio St. Lagro, Quezon City, Philippines 1118 Phone #- Email:- Professional Profile: • I.T. Analyst with Experience in I.T. Client Solutions, security access administration, access reviews, and validation of various application accesses. • Adept at verbal and written communications • Possess comprehensive knowledge of Microsoft word, Excel, and Outlook ______________________________________________________________________________ Professional Experience: Teletech (Novaliches) AtHome Service Desk - Tier 2 Support / Senior Desktop Support Technician (October 2021 Present) • Real-time Support/Troubleshooting. – Next level Troubleshooting working with multiple T1s side by side troubleshooting and being able to identify if T1 already made the initial steps before escalation, if further escalation is needed will escalate to the proper department in an ITIL manner. • Answer incoming calls/chat in the allotted time frame – Ready to take calls next level support • Update profiling on the ticket. – Check ServiceNow Tickets of T1 to ensure every T/S made was recorded and stamping/documenting the ticket for ownership of the T/S performed. • Ticket Forwarding to next Tier/Department. – Provide proper escalation channel on some cases that it needs next-level support intervention or other department support. • Communicate with TLs on issues. – Effective communication handling from ASD and Ops. • Monitoring – Real-time status check on T1’s calls/chats • Tier 2 Callback – Handling Escalated Cases by Tier 1 to the Tier 2 Escalation Team • Mentor Tier 1 on troubleshooting more effectively. – Facilitating Strategic Up training with T1 • Participate in QA duties. – Understand the standard process and policies of the Team for efficiency of work • Job Aids – Create Job Aids for Common Issues for T1’s reference to efficiently handle calls/chat. AtHome Service Desk Analyst (August 2018 – March 2020) Desktop Support Analyst Tier 1 / I.T. Client Solutions (February 2022 - Present) • Provide technical expertise in troubleshooting with Agents under Teletech who call in having issues with Teletech Applications, Client Applications, VDI, Soft Phones, SCCM Devices, SRW(Secure Remote Worker) and Windows Platform created by Teletech (TT2Go Stick) • Ensure applied troubleshooting to Platform is functional and properly completed and approved in compliance of ASD’s Process and compliance. • Provide testing on agent’s system to ensure completion and problem was solved in a timely matter. • Provide Password reset for Kronos (Time Stamp Application), Oracle (Payroll application), Active Directory Password (Access to Windows Platform) • Assist in Educating New Hired Agents training them to use the System after setup (Kronos, SIP, Cisco IP Communicator, Pidgin, VMware, and Company Email) Desktop Support Analyst Tier 1 / I.T. Client Solutions (15th of May 2017 – 2021 October, 4 years 5 months) • Provide technical expertise in troubleshooting with Agents under Teletech who call in having issues with Teletech Applications, Client Applications, VDI, Soft Phones, SCCM Devices, SRW(Secure Remote Worker), and Windows Platform created by Teletech (TT2Go Stick) • Ensure applied troubleshooting to Platform is functional and properly completed and approved in compliance of ASD’s Process and compliance. • Provide testing on agent’s system to ensure completion and problem was solved in a timely matter. • Provide Password reset for Kronos (Time Stamp Application), Oracle (Payroll application), Active Directory Password (Access to Windows Platform) • Assist in Educating New Hired Agents training them to use the System after setup (Kronos, SIP, Cisco IP Communicator, Pidgin, VMware, and Company Email Verizon Fios Technical Support Representative (30th of April 2016 – 14th of May 2017, 1 year 1 month) •Answering incoming calls from customers with order inquiry and/or trouble reports. •Providing customers with service support for Voice, Data, and Video services and features within the fiber and/or copper network. •Performing analysis and isolation of trouble conditions and creating and sorting trouble reports. •Utilizing knowledge of communication and networking components to provide customers with service support and configuration of customer equipment. •Communicating clearly and professionally, delivering technical/industry information in a manner appropriate to the audience. Freelance Technical Support/Chat Support New Media Services AU. (31st of March, 2015 – 9th April, 2016.) •Answering customer questions as they come through email, chat, or phone. •Reviewing social media and either answering inquiries or routing them to the appropriate internal team. •Spending time out of the queue to create new ways to excite and engage our customers, for instance: branching documentation, interactive email signatures, or proactive email campaigns. •Creating documentation to help customers resolve their issues. •Assisting with billing and technical issues. •Supports high-priority customers in different time zones. Teleperformance Philippines (Mandaluyong & Novaliches) Telstra Wireline Level 2 Service Specialist (27th of November, 2012 – March 2015) •Provide technical support for ADSL, wireless and cable subscribers. •Recommend alternative solutions to internet connectivity issues; Provide end-to-end customer service to our customers •Take full ownership to resolve customer queries and deliver what matters to the customer on the first call. •Proactively identify and raise areas for process/policy improvement through the appropriate channels to prevent further customer issues. •Performed expertise of principles and processes for providing good customer service. This includes customer needs assessment and meeting quality standards for service. •Perform Analytical with effective negotiation and problem-solving skills. ______________________________________________________________________________ Additional Skills: Possess essential skills and knowledge in ff: Active Directory (Users and Computers, Azure, Cayosoft) Power Shell MSO365 Citrix Vmware Cisco AnyConnect Citrix Remediant (Privilege Access Management) Service Now (Service Fulfillment ) Ping ID Remote Desktop Connection (RDP) Cisco IP Communicator Agency Management System SCCM SRW (Secure Remote Worker) Lotus Notes Client Administration System SQL Server Management Studio Avaya One X LogMein Rescue (LMI • Good interpersonal and Communication Skills. Has a very well-rounded personality. Hardworking, easily adapts to different working areas. Has passion for helping. • Strong problem-solving and analytical skills. • Strong Ability to handle stress. •Understands new concepts easily – Quick learner. ________________________________________________________________________ Educational Background: • Philippine Women’s University Taft Manila Bachelor of Music Major • Philippine Women’s University Quezon City, BSN 4th Year, • Flos Carmeli Inst of Quezon City, •School of Saint Anthony Lagro, ________________________________________________________________________ PERSONAL DATA • Birth Date: May 14 • Place of Birth: Manila, Philippines • Citizenship: Filipino • Civil Status: Single • Religion: Roman Catholic