Andre Sunga
Calgary,AB
Summary
Approached each day and unique challenges with enthusiasm, patience and humor. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Tech Support (Peloton)(Contract)
Teletech
11.2021 - 01.2022
- Resolve minimum of 20 tickets per day
- Average of above 80%-member satisfaction and even got recognized as top 10 highest satisfaction team rating for the month of December with rating of 85.71%-member satisfaction with total of 49 surveys
- Communicate and assist with member request/issue/error via email/call/chat and route to appropriate channel if escalation is needed using Zendesk to meet company SLAs
- Demonstrate sensitivity to various levels of individual’s IT knowledge, and business title throughout the organization while providing both desk side and remote support
Helpdesk Analyst
CITCO International Support Services
01.2019 - 06.2021
- Provided customer support and technical support to 18 customers daily.
- Triage, resolve, route or escalate incidents and requests.
- Enhanced customer satisfaction by resolving technical issues promptly and accurately.
- Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
- Demonstrate sensitivity to the various levels of an individual’s IT knowledge, and business title throughout the organization while providing both desk side and remote support.
- Administer AD user accounts, network shares, distribution lists, security groups, Organizational Units.
- Trained new interns on help desk procedures, ensuring a smooth transition into the role.
Intern
CITCO International Support Services
07.2018 - 01.2019
- Installed, configured and maintained computer systems and network connections.
- Administer Password reset requests
Internship Program (3rd Year of University)
Fujitsu Ten Solutions Philippines (Denso Ten)
08.2017 - 12.2017
- Enhanced intern productivity by assisting with project coordination and providing ongoing support.
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Analyzed problems and worked with teams to develop solutions.
Education
Diploma - Information Technology Services
Southern Alberta Institute of Technology
Calgary, AB06.2024
Bachelor of Science - Information Technology
Bulacan State University
Malolos, Bulacan06.2018
Skills
- Java
- C
- Python 3
- PHP
- Hardware troubleshooting
- Azure Cloud
- Computer Networking
- Problem-solving aptitude
Certification
- CCNAv7: Enterprise Networking, Security and Automation, 12/2023
- CCNAv7: Introduction to Networks, 02/2023
- Palo Alto Networks: Cybersecurity Foundation, 10/2023
- Palo Alto Networks: Network Security Fundamentals, 12/2023
Projects
Team member, Capstone, Current (In Progress), MM/DD/YY Team member, Capstone, April 2018, MM/DD/YY
Languages
English
Professional Working
Timeline
Tech Support (Peloton)(Contract)
Teletech
11.2021 - 01.2022
Helpdesk Analyst
CITCO International Support Services
01.2019 - 06.2021
Intern
CITCO International Support Services
07.2018 - 01.2019
Internship Program (3rd Year of University)
Fujitsu Ten Solutions Philippines (Denso Ten)
08.2017 - 12.2017
Diploma - Information Technology Services
Southern Alberta Institute of Technology
Bachelor of Science - Information Technology
Bulacan State University
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