Experience

The Coffee Bean and Tea Leaf (Philippines)

• Food & Beverages
• 1 - 100 Employee

• Service Desk Analyst

  • Feb 2023 - Present

  Eastwood, Quezon City • Act as a point of contact for incoming client and personnel IT queries, remotely via email and phone, or at the office. • Provide technical support to end-users, resolving hardware and software issues, and escalating complex issues to relevant stakeholders as needed. • Monitor and report on IT system and software performance, identifying trends and issues that require attention. • Create and maintain documentation, including service desk records and training… Show more • Act as a point of contact for incoming client and personnel IT queries, remotely via email and phone, or at the office. • Provide technical support to end-users, resolving hardware and software issues, and escalating complex issues to relevant stakeholders as needed. • Monitor and report on IT system and software performance, identifying trends and issues that require attention. • Create and maintain documentation, including service desk records and training materials, to ensure that information is easily accessible to end-users and stakeholders. • Participate in IT projects and initiatives, working with minimal supervision to ensure that projects are completed on time and within budget. • Analyze data to identify trends and issues related to IT system and software performance, making recommendations to optimize IT performance and to prevent future problems. • Collaborate with internal departments to ensure that IT needs are met, actively supporting team working and team spirit. • Make decisions quickly and effectively, utilizing problem-solving skills to resolve IT issues and provide technical support to end-users. • Manage time effectively, prioritizing and resolving IT concerns in a timely manner to maintain a high level of customer service. • Provide training and guidance to end-users, ensuring that they are able to use IT systems and software effectively and efficiently. Show less



Alliance Software Inc.

• Philippines
• IT Services and IT Consulting
• 200 - 300 Employee

• Information Technology Help Desk Support

  • May 2018 - Jul 2022

  San Juan City • Identify user issues, diagnosing problems and delivering workable solutions via phone, email or desk. • Created a service tickets thru used of web-based ticketing system to track and deliver support services. • Ensuring that all users issues resolved with the agreed time frames. • Accurately maintaining call logs for communication, audit purposes and process improvement. • Resolve basic hardware and software issues • Hand complex issues up the chain of command and Train users… Show more • Identify user issues, diagnosing problems and delivering workable solutions via phone, email or desk. • Created a service tickets thru used of web-based ticketing system to track and deliver support services. • Ensuring that all users issues resolved with the agreed time frames. • Accurately maintaining call logs for communication, audit purposes and process improvement. • Resolve basic hardware and software issues • Hand complex issues up the chain of command and Train users on new hardware and software. • Providing regular reports to the business and communicating with key stakeholders. Show less



Philippine Seven Corporation

• Philippines
• Retail
• 700 & Above Employee

• Information Technology Operations Team Lead

  • Jan 2014 - May 2018

  Pasig City • Manage daily IT operations for 711 Operations, including analyzing system performance data and implementing strategies to improve IT support. • Foster teamwork and communication within the Operations/back office IT support team and with other departments. • Maintain effective communication with stakeholders, vendors, and team members. • Make strong decisions and problem-solve in a timely and effective manner, ensuring compliance with company policies and achieving… Show more • Manage daily IT operations for 711 Operations, including analyzing system performance data and implementing strategies to improve IT support. • Foster teamwork and communication within the Operations/back office IT support team and with other departments. • Maintain effective communication with stakeholders, vendors, and team members. • Make strong decisions and problem-solve in a timely and effective manner, ensuring compliance with company policies and achieving targets. • Develop and implement IT strategies and processes for efficient and cost-effective IT support for 711 Operations. • Manage vendor relationships and negotiate contracts for IT systems and software. • Provide training and guidance to 711 store managers and employees on IT systems and software usage. • Provide leadership and administer company policies, including performance reviews and KPIs for subordinate employees. • Direct team activities, establish task priorities, and ensure the availability of resources. • Analyze team members' strengths and abilities and reorganize team responsibilities to improve overall productivity. • Manage a logistics team of approximately 40 members • Conduct training for new employees. Show less



Fil-Chi Love and Care Foundation

• Computer Trainer

  • Apr 2011 - Dec 2013

  Quezon City • Conduct IT skills training sessions for individuals or groups, with a focus on community outreach and education. • Develop and deliver basic computer courses that are tailored to the skill level and needs of the trainees, such as computer literacy and Microsoft Office applications. • Assist trainees in learning computer hardware and software by demonstrating proper usage and providing guidance on troubleshooting, ensuring that trainees understand how to use various… Show more • Conduct IT skills training sessions for individuals or groups, with a focus on community outreach and education. • Develop and deliver basic computer courses that are tailored to the skill level and needs of the trainees, such as computer literacy and Microsoft Office applications. • Assist trainees in learning computer hardware and software by demonstrating proper usage and providing guidance on troubleshooting, ensuring that trainees understand how to use various computer components and software applications. • Provide backup of software and perform equipment repairs to ensure that training sessions are uninterrupted and equipment is in good condition, including installing new software applications, updating existing software, or repairing malfunctioning hardware components. Show less