日本と海外をつなぐクラウドソーシング

Technical Support Representatives

Infrastructure Global Support and Service Desk

2009/04～

Responsibilities:
 Incident Manager
o Facilitates technical bridge for Major Incidents in which we need to get involve the Applications/Database service owner, Engineers, Managers, Directors etc.
o Contact the vendor or third party that could possibly help to get the issue resolve.
o Send out the Incident email notification to upper management for information.
o Follow up to all the affected parties, users and send an update.
 Ensures ticket quality through Quality ticket initiative
o Quality checking Bi-weekly to see room for improvement
 Facilitates weekly team meeting
 Identify trends and propose process for continues improvement

Global Help Desk Support Call Center
April 2008 up to present
LEAR Corporation (Philippine Engineering & Technology Center)
Mepz 2, Basak Lapu Lapu City
April 21, 2008 up to Present
• Receives inbound incidents or requests from client business users, end users and third-party organization.
• Accepts and process inbound incidents or requests via phone, email, portal or chat.
• Monitors, processes and document all incidents or requests through defined ticketing system.
• Follows defined troubleshooting procedures documented in Key Words
• Process service requests such as but not limited to password reset, ID and access management, etc.
• Performs follow-up until incidents or requests are resolved by performing outbound calls, chats or emails.
• Coordinates and escalates incidents or requests through Level2, and different support groups as needed.
• Categorize all accepted incidents or requests through defined procedures and processes.
• Completes and pass all required training's and assessments.