James Cyrrel Olvido
Angono
Summary
Committed to becoming part of a respected organization and pursuing opportunities that leverage qualifications.
Overview
15
15
years of professional experience
1
1
Certification
Work History
IT-SERVICE DESK - GLOBAL SERVICE DESK
CxLoyalty
03.2018 - Current
- First level of support for incoming queries and issues related to computer systems, software, and hardware issues for the organization.
- Respond to queries either via E-mail, chat and phone calls, ensuring that various types of information are communicated to users through the appropriate channel(s).
- Escalation of major incidents and coordination with various resolver teams.
- Escalated tickets and issues to next level of support to ensure timely resolution.
- Password Reset (using Active Directory, Microsoft AZURE / AZURE AD for SSO logins/Software Access/Elevated logins)
- E-mail configuration / troubleshooting (MS Outlook / KANA)
- Utilized Office365, Azure, and Intune to support users with various IT services.
- Unlocking of BitLocker / Trend Micro Endpoint Encryption
- Two Factor Authentication set up (DUO)
- Hardware/Software/Network Troubleshooting (Providing basic to advance troubleshooting for hardware, software and network related issues)
- Remote Troubleshooting (MS Teams / Bomgar)
- Capable in doing the basics of Incident Management if the Incident Manager is not available
- Troubleshooting of Phone systems (Amazon Workspace, Avaya One X)
- VPN Troubleshooting / Configuration (Pulse Secure / Ivanti)
IT-SERVICE DESK - GLOBAL SHARED SERVICES
STEFANINI PHILIPPINES
03.2015 - 03.2018
- Delivered technical assistance and support for incoming queries and issues related to computer systems, software, and hardware, ensuring timely resolution.
- Install, modify, and repair computer hardware and software.
- Password Reset (using Active Directory, for the SSO logins/Software Access/Elevated logins)
- Configuration of e-mail clients (MS Outlook, Exchange, Lotus Notes,0365)
- Hardware and Software Troubleshooting (Install, modify, and repair computer hardware and software)
- Escalation of critical tools and downtime for the projects
- Make sure that the SLAs are met
- Coordinating with resolver groups like OEM Companies (DELL, HP), IBM, On-call groups and local deskside technicians for the resolution of the issue
- Coordinating with users for their issue via Phone, e-mail, ticket submission and chat (SKYPE/LOTUS NOTES/G-MAIL)
- Remote Connection to users (RDP, BOMGAR, TEAM VIEWER, SCCM, SKYPE - Screen Presentation etc.)
- Unlocking of Mcafee Endpoint Encryption / Symantec Endpoint
- Resolved technical problems with local area networks (LAN) and wide area networks (WAN) by effectively reporting to appropriate groups.
- Configuration of Mail Apps to Mobile Devices (MOBILE IRON / AIR WATCH)
- Performed SAP password resets for users to maintain access to systems.
- Familiar with VPN/RSA/Cisco AnyConnect/VMware/Xen desktop (includes basic troubleshooting and configuration using the tools and admin consoles)
- Clients included HONDA Motors America, Brown Forman (Makers of Jack Daniel's), Epsilon, CNHi, Evoqua Water Technologies, Vallourec, SNHU, TSI
TECHNICAL SUPPORT REPRESENTATIVE - COMCAST
TRANSCOM ASIA
10.2014 - 02.2015
- Resolved Internet and Cable TV issues for customers, ensuring timely and effective solutions
- Recommended enhanced service packages to customers, aligning offerings with their needs
- Provided assistance to customers resolving technical issues efficiently.
- Diagnosed software and hardware problems using various troubleshooting tools.
- Guided clients through installation processes for new software applications.
CUSTOMER/TECHNICAL SUPPORT REPRESENTATIVE - CBEYOND
TRANSCOM ASIA
01.2014 - 10.2014
- Answered inquiries regarding accounts and billing, providing clear and helpful information
- Reset passwords for users' email accounts
- Configured mobile phones for first-time use, facilitating smooth user experience
- Processed mobile phone sales orders, ensuring timely and accurate fulfillment
- Configuration of land line phones and routing (for office environment, call waiting, trunking)
TECHNICAL SUPPORT REPRESENTATIVE - SONY VAIO
SYKES ASIA
12.2012 - 05.2013
- Resolved customer inquiries regarding software and hardware issues, enhancing user experience.
- Recorded technical issues and solutions in ticketing system, improving knowledge base for future reference.
- Executed follow-up communications to confirm customer satisfaction post-resolution, fostering long-term relationships.
- Upsold OEM products including laptops, desktops, and software to customers at point of sale.
TECHNICAL SUPPORT REPRESENTATIVE - CENTURY LINK
SYKES ASIA
02.2012 - 11.2012
- Provided technical assistance to customers via phone and chat support.
- Guided users through troubleshooting steps to resolve technical problems.
- Wired and Wireless Internet Troubleshooting
- Configured OEM modems to ensure proper connectivity for users.
- Documented customer interactions in ticketing system for future reference.
TECHNICAL SUPPORT REPRESENTATIVE - HP PRINTERS
CONVERGYS
10.2011 - 01.2012
- Delivered technical and configuration support for software and hardware to enhance customer satisfaction.
- Upselling of OEM products such as Laptops/Desktop/Software
TECHNICAL SUPPORT REPRESENTATIVE - DELL XPS
SITEL
11.2010 - 07.2011
- Diagnosed hardware and software issues to resolve customer concerns effectively.
- Promoted OEM products including laptops, desktops, and software to customers.
Education
Bachelor of Science - Information Technology
FEU - East Asia College
Manila01-2009
Bachelor of Science - Computer Engineering
AMA- Computer College
Pasig01-2007
Skills
- Network configuration
- Remote support
- Hardware troubleshooting
- Software troubleshooting
- Resolve technical problems
- Identity management
- Problem solving
- Analytical thinking
- Client management
- Customer service
- Effective communication
- English Verbal communication
- English Written communication
- Conflict resolution
Certification
NSE 1 Network Security Associate (Fortinet 1), 12/17/21 - 2023
References
To be provided upon request
Training
Sun-Tech Days and Sun Microsystems, Shangri-La Hotel, 06/17/08
Personal Information
- Date of Birth: 01/13/89
- Nationality: Filipino
Timeline
IT-SERVICE DESK - GLOBAL SERVICE DESK
CxLoyalty
03.2018 - Current
IT-SERVICE DESK - GLOBAL SHARED SERVICES
STEFANINI PHILIPPINES
03.2015 - 03.2018
TECHNICAL SUPPORT REPRESENTATIVE - COMCAST
TRANSCOM ASIA
10.2014 - 02.2015
CUSTOMER/TECHNICAL SUPPORT REPRESENTATIVE - CBEYOND
TRANSCOM ASIA
01.2014 - 10.2014
TECHNICAL SUPPORT REPRESENTATIVE - SONY VAIO
SYKES ASIA
12.2012 - 05.2013
TECHNICAL SUPPORT REPRESENTATIVE - CENTURY LINK
SYKES ASIA
02.2012 - 11.2012
TECHNICAL SUPPORT REPRESENTATIVE - HP PRINTERS
CONVERGYS
10.2011 - 01.2012
TECHNICAL SUPPORT REPRESENTATIVE - DELL XPS
SITEL
11.2010 - 07.2011
Bachelor of Science - Information Technology
FEU - East Asia College
Bachelor of Science - Computer Engineering
AMA- Computer College