Juan Catibayan

Service Desk Analyst at E.W. Wylie, LLC
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Contact Information
us****@****om
(386) 825-5501
Location
Dilworth, Minnesota, United States, US
Languages
  • English Native or bilingual proficiency
  • Tagalog Native or bilingual proficiency
  • Japanese Elementary proficiency
Skills

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Credentials

  • CCNA 1
    University of Santo Tomas, Department of Information and Computer Studies

Experience

  • E.W. Wylie, LLC
    • United States
    • Truck Transportation
    • 1 - 100 Employee
    • Service Desk Analyst
      • May 2023 - Present
  • Microsoft
    • United States
    • Software Development
    • 200 - 300 Employee
    • Support for Mission Critical - Support Engineer
      • Sep 2022 - Mar 2023

      Support for Mission Critical's number 1 priority is to provide leadership during Critical Situations with customers. SfMC's primary job is to provide leadership in the case, helping drive case towards resolution ASAP. Examples of Leadership: • Lead communication when communication is breaking down or missing. • Recap status often in the call. • Ensure someone is answering in questions the customer may have. • Explain what you may be doing behind the scenes to facilitate, escalate, or troubleshoot. • Discuss customer temperature on the internal chat. • Determine who will acknowledge or own the issue(s) and address any questions. Show less

    • Azure Support Engineer
      • Apr 2016 - Feb 2022

      Being an Azure Support engineer involved the following:Be available to take ownership of new cases and escalations.Provide support to Enterprise customers, partners, and other engineers.Scope customer's issues and support boundaries by collecting the relevant facts.Investigate the problem by doing your own research and by involving other teams as needed.Consult with your immediate peers or colleagues around the world, handing the case over to them if necessary.Escalate to management as necessary, acting internally as a customer advocate, and keeping the customers informed.Collaborate with peers, engineering, and management to resolve service issues and ito produce bug fixes, patches, test cases as appropriate.Ensure each support request assigned is handled to the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments.Document your technical work and research in a detailed and comprehensive manner.Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems. Show less

    • SharePoint Online Support Engineer
      • Jan 2015 - Mar 2016

      Addressing premiere client issues with SharePoint Online and OneDrive for Business.Provide appropriate solutions tailored to tackle the issues presented by the customer with their SharePoint Online service and OneDrive for Business

  • Freelance
    • Egypt
    • Human Resources
    • 1 - 100 Employee
    • Web Designer
      • 2007 - 2016

      Create mock ups and websites for customers depending on the needs and wants of the customer. Provide creative, unique and innovative designs as per needs and requests of the customer. Create mock ups and websites for customers depending on the needs and wants of the customer. Provide creative, unique and innovative designs as per needs and requests of the customer.

  • West Corporation
    • Türkiye
    • Computer and Network Security
    • Technical Support Representative
      • Oct 2013 - Apr 2014

      Assist customer with their concerns and inquiries. Provide adequate and accurate information to the customer, regarding their account and their service, along with our products and services. Assist customer with their concerns and inquiries. Provide adequate and accurate information to the customer, regarding their account and their service, along with our products and services.

  • Indra
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • Juinior Consultant
      • Feb 2013 - Aug 2013

      Handling data, from different data warehouses to be consolidated and sent to the data analysis team. Creating data filters for special queries requested by the data analysis team, and the employer. Database management, and clean up. Handling data, from different data warehouses to be consolidated and sent to the data analysis team. Creating data filters for special queries requested by the data analysis team, and the employer. Database management, and clean up.

  • IBM
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • Customer Care Associate
      • 2011 - 2011

      Assist and handle customer concerns and inquiries. Assist and handle customer concerns and inquiries.

Education

  • University of Santo Tomas
    Bachelor of Science - BS, Computer
    2007 - 2012
  • University of Santo Tomas
    Bachelor of Science (B.S.), Computer Science
    2007 - 2012
  • Angelicum College
    Highschool Diploma
    1996 - 2007

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