Sherwin DeLa Cruz

• Client-facing level one technology support role for a global user-base.
• Basic troubleshooting of Microsoft applications and proprietary systems within agreed service levels within the Bank of America Service Desk and deliver the capabilities to service our clients.
• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.

• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Used ticketing systems to manage and process support actions and requests.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Translated complex technical issues into digestible language for non-technical users.
• Offered troubleshooting of connectivity issues across networks such as Wi-Fi, and cellular

• Managing Parts, Supply, Stocks Inventory, Parts Returns, Monthly Return Credit Reports using TekMetric (Auto Repair Shop Management Software).
• Providing technical support and troubleshooting Shop Equipment’s, Writer’s Computers, Technician/Mechanic Laptops/tablets, printers.
• Working with Dealership/Vendor/Supplier/Partners in managing End of Month Statements (Payments and Credits)
• Inbound/Outbound Calls to and from partners to any related parts concerns, monitoring Parts Return Credit Receivables and all other clerical tasks.
• Test Drive cars for Quality Inspection / Providing safe shuttle service for valued guests / Concierge, Pick-up/Deliver customer cars.

• Maintenance of Network & Non-Network Computers & Installation of various Software applications being used by the company.

• Oversee Server, Workstation and Helpdesk Support and assist user with basic applications and operating system problems.

• Attend Calls/request for IT Technical Support from both External and Internal Clients Globally. Ie. Software Installation via Remote Access.

• PC Inventory and Logs all Client Request in the Service Desk Tracking System.

• Where relevant, escalate and coordinate reported incidents and other relevant internal IT Department (I.e. System, Network, Collaboration, Software, Security, etc).

• Ensure that all issues logged are tagged, tracked and resolved at the earliest to minimize downtime.

• Diagnose troubleshoot and resolve client issues related to hardware, telephone, printers, software including upgrades.

• Provides technical support for TeleTech @Home agents and corporate staff.
• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.

Profile / Network Account Administration

• Google Analytics Project – Best Buy Analytics Project work. Website for Analyzing Primarily RocketFish, Dynex and Insignia.
• Maintenance of Network & Non-Network Computers & Installation of various Software applications being used by the Company.
• Ensuring ASD troubleshooting documentation in the WIKI is correct, clear and able to be understood by our team. Aiding in training of new ASD T1’s at the site.
• Tracking all local site system problems (PC issues, Avaya low audio problems, outages etc), and pursuing resolution and system stability.
• Support and in-site training for release of new support processes and troubleshooting models.
• Regularly handle ASD Lead system outage escalations and ASD Lead / TTSD Lead roles.
• Other systems and application development (Coordinating with other T1’s and the T2 development project lead)
• Programs Supported: Best-Buy, Visa On-Demand Client Calls, Time Warner, Best-Buy Concierge, and Dot.Com. Bestbuy Geek Squad.
• Coordinating with the ASD Manager, and local site HC in cases where severe or chronic failure to follow troubleshooting processes results in corrective action.

• Provides Voice and E-mail support to troubleshoot and configure all hardwired/wireless D-Link Network device connectivity issue to all D-Link Products - Advanced/Network Devices – Wireless Router, Wireless Adapter, Wireless Printer Server, Wireless Camera Server, Range Extender, Gaming Lounge, Wireless Media Player/Server and other D-Link Network Products.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.