Hansel De Villa
Application Support Specialist
San Jose,CA
Summary
Progressed from Customer Service/Technical Support to IT Service Desk to Tier 2 Support at diverse BPO companies and Safeway/Philtech Inc. Demonstrated leadership as Barangay Kagawad/Councilor in Obesis Pandacan Manila Brggy 844 for 3 years. Represented Archdiocesan Youth Ministry in Manila at Jubilee Year World Youth Day 2000 in Rome. Excelled in Math competitions from Elementary through High School, showcasing strong analytical abilities and dedication to continuous learning.
Overview
30
30
years of professional experience
3
3
Languages
Work History
Application Support - Service Delivery Group
Safeway/Philtech
03.2014 - 10.2024
- Provide support through Incident Management ITSM - PDX EPS Application for over 2000 Pharmacy Stores within the U.S.
- Serves as Second Level support or escalation support team for any Pharmacy related issues within the entire company (both retail backstage support).
- Handling incident resolution.
- Provide troubleshoot or disseminating proper procedure within our scope of support.
- Coordinates the activities of several groups investigating the incident, as needed.
- Coordinates with external vendors to address application issues.
- Performs proactive support services which may result in early detection of incidents.
- Performs backend operational tasks to ensure that reports are generated, corrupted files are rebuilt, and file transfers are successful.
- Monitors backend servers to make sure that application is running to be able to execute other tasks such as report generations and weekly cleanups.
- Provides timely resolution to application issues based on priority. Ensure Pharmacy Support meets 90 SLA across P1, P2, P3, P4 Incidents and ensures backlogs tickets are at minimum level.
- Publishes Knowledge Articles for known issues, workarounds and fixes.
- Coordinates and shift left information with Level 1 Support and give Agents Feedback, Knowledge Articles, Incident Turnover and Escalations.
- Provides consultation determining proper escalation matrices, issues and changes within the process.
IT Service Desk Support
Safeway Philtech
03.2014 - 11.2017
- Providing over the phone troubleshooting before handling issues to Field Service Representative Technician.
- Overseeing the daily performance of computer systems in the stores, including those which has related open tickets with a top priority issue to make sure stores will be able to get back to business as normal.
- Set up, tested and configured networks, desktops, laptops and printers by doing the right procedures especially helping store in updating any applications and settings proper expectations with any current changes.
- Coordinating both on hardware and software repair processes with outside vendors like Wiring vendors or ISP network connectivity issues or Central Services for any RX.com related issues or EPS for updating any store employees access issues.
- Resolving technical issues for clients on the phone and through e-mail.
- Provides feedback for any changes or update on our training materials like on our KB articles and Informational Alerts.
- Troubleshooting any retail backstage issues and resolved problems accurately and efficiently. Repairing and reinstalled software such as Operating System and others.
- Performing diagnostic tests and repaired malfunctioning hardware and software.
- Troubleshooting any hardware software issues and resolved problems accurately and efficiently.
Technical Support Representative
[24/7]
09.2013 - 02.2014
- Setting up, testing and configuring networks, desktops, laptops and wireless connectivity.
- Resolving technical issues for clients.
- Performing desktop and laptop repairs for any brand, [Time Warner Cable accounts] and [Firewall issues] on call and through e-mail.
- Troubleshooting Time Warner Cable issues and resolved problems accurately and efficiently.
Advance Customer Service Support
SPI Global
07.2013 - 08.2013
- Resolving technical issues for clients on the phone and through e-mail.
- Performing diagnostic tests and repaired malfunctioning hardware and software related to Disc Satellite machines and software.
Technical Support Representative – HP laptop/Desktop
Sitel Philippines
04.2012 - 07.2013
- Performing desktop and laptop repairs for HP laptop/desktop, HP applications and Windows Operating systems.
- Resolving technical issues for clients over the phone and through e-mail.
- Assisting on call installation of motherboards, processors, RAM and graphics cards.
- Troubleshooting [HP hardware & software] issues and resolved problems accurately and efficiently.
Brgy 844 Councilor
Government Elected Official/Brgy.844 Zone 92
06.2010 - 05.2013
- Served in our community as an elected Barangay Official (Brgy. Councilor) and helping and implement projects like Livelihood Training for my constituents. (Barangay is the smallest political unit in the Philippines)
Technical Support Representative – Dell Desktop/Laptop
Stream Global Services
12.2011 - 04.2012
- Performing Dell’s desktop and laptop repairs Including all applications & System pre-installed and Windows Operating systems.
- Performing diagnostic tests, configures and repairs malfunctioning hardware and software.
- Troubleshooting technical issues and resolved problems accurately and efficiently.
Owner/Sub Dealer of Smart/Globe/Sun E-Loading business
Self Employed/Sub Dealer E-Loading
01.2002 - 10.2010
- Provide assistance thru campaign material and promotional updates on electronic loading business for my retail stores seller. E-Load was provided through us a sub-dealer.
System Implementation Specialist
National Bookstore
11.1997 - 01.2001
- Handling on-site and off-site training for Fujitsu/WeServ POS conversions for all National Bookstore stores nationwide.
- Provide training [in all stores] of new & old employees with an effective POS usage and procedures.
- Coordinating hardware and software repair processes with outside vendor Fujitsu/WeServ.
- Performing diagnostic tests and repaired malfunctioning hardware and software.
- Performing diagnostic, installing, configuration and repairs computer systems and software.
Assistant System Administrator
Toyota Otis Philippines
09.1996 - 10.1997
- Working with a franchised Toyota store where major function is to maintain and to support both the store's network systems and applications with Novell networking environment.
Junior Programmer
GTVL Manufacturing Industries/Jockey Int’l
04.1995 - 08.1996
- Worked as a junior programmer spending most of my time in the conversion of Programming language from DBase to Foxpro and streamlining of database.
Education
Bachelor of Science - Computer Science
Technological University of the Philippines
ManilaHigh School Diploma - Secondary School
Manuel A. Roxas
ManilaPrimary School - undefined
Justo Lukban Elementary School
ManilaSkills
Disciplined
Accomplishments
- Completed the Appointment Setter training with Spartan Academy, 06/23
- FB Ads Specialist with Self Made Academy
- Appreciation for Backlog Reduction, 03/19
- Appreciation for excellent contribution to Incident Management, 12/18
- Promoted as Application Support Specialist (Tier 2 -Service Delivery Group) from Service Desk (Tier 1), 01/17
- Appreciation Hour Award for various contribution to the company (Service Desk)
- Consistent - Diagnosing hardware and software failures and resolving technical issues with a passing rate of 75% FCR success rate during IT Service Desk.
- Consistent CSAT provider since start of my career in Safeway
- Transitioning support for new SD doing call-barge, rating calls before production deployment.
- Work/Life/Balance – by participating in any company activities like Sportsfest and OSH volunteerism/Out-Reach programs with the community like Re-Painting tied-up with Gawad Kalinga
- Completed Basic Linux/Unix Training & Networking/ DataStage
Training
- 2000, Meralco Foundation - Basic Visual Basic
- 2015, CNCTC - Basic Networking Training
- 2017, Safeway Philtech – Basic Linux/Unix Training
- 2023, Appointment Setter training with Spartan Academy
Work Summary
Previously worked as a Service Delivery Group - Application Support Specialist for Safeway Philtech Inc. Servicing the Safeway/Albertsons retail stores and backstage employees. With more than 10 years of experience in assisting IT department both from US & in the Philippines. I used to do jobs as technical support for more than 8 yrs with various companies too such as Toyota Otis Sales office, Telecom (Disc & Time Warner), Dell & Hewlett-Packards Laptop/Desktop & Jockey Int’l clothing manufacturing. Providing product training for Fujitsu/WeServ POS I worked also for 7 years as a customer service support for different BPO companies such as Sitel Phils for HP Account, Stream Global for Dell Account and for ISP-Providers Account such as [24]/7 & ISP Global for TWC & DISC/Satellite respectively. Knowledgeable in an assortment of operating systems (Windows, Azure & Unix), pc & network peripherals, middleware & platforms and various businesses software & applications. I can work diligently in multiple applications and programs when needed even under time pressure.
Timeline
Application Support - Service Delivery Group
Safeway/Philtech
03.2014 - 10.2024
IT Service Desk Support
Safeway Philtech
03.2014 - 11.2017
Technical Support Representative
[24/7]
09.2013 - 02.2014
Advance Customer Service Support
SPI Global
07.2013 - 08.2013
Technical Support Representative – HP laptop/Desktop
Sitel Philippines
04.2012 - 07.2013
Technical Support Representative – Dell Desktop/Laptop
Stream Global Services
12.2011 - 04.2012
Brgy 844 Councilor
Government Elected Official/Brgy.844 Zone 92
06.2010 - 05.2013
Owner/Sub Dealer of Smart/Globe/Sun E-Loading business
Self Employed/Sub Dealer E-Loading
01.2002 - 10.2010
System Implementation Specialist
National Bookstore
11.1997 - 01.2001
Assistant System Administrator
Toyota Otis Philippines
09.1996 - 10.1997
Junior Programmer
GTVL Manufacturing Industries/Jockey Int’l
04.1995 - 08.1996
Bachelor of Science - Computer Science
Technological University of the Philippines
High School Diploma - Secondary School
Manuel A. Roxas
Primary School - undefined
Justo Lukban Elementary School
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