Cyril Badong

• Strengthened client relationships by providing exceptional account management and proactive communication.
• Answer phone and emails via Fresh desk (ticketing system and internet phone)
• Keep customer information up to date in the system
  Explain policy: price, delivery, warranty, returns and customer credit
• Evaluate customer back orders and make suggestions to improve delivery.
• Advise and assist customers (sales, issues, training, credit)
  Enter and Verify orders
• Management of authorization numbers for returns
• Any other task on request.
• Managed diverse portfolio of clients, ensuring highest level of customer satisfaction and personalized support.

- Managed accounts, phone and email and several folders for support simultaneously.

- Given recommendations for future employment.

• Assist and provide technical support for omni channel services (phone, email, chat)
• Analyze and resolve technical issues related to Microsoft products and services
• Provide customer centric approach to trouble management with highest focus on quality
• Problem isolation and resolution
• Proactively and comprehensively document customer issues
• Options to work on various other dept related activities/initiatives.
• Enhanced client satisfaction by providing expert financial advice and personalized investment strategies.

Highlights

• Top technical advisors champion that hit all KPI's with 5.68 hit

• Develop and manage the relationship between the Infrastructure Operations department and with its internal and external
  stakeholders.
  
• Handle customer complaints or concerns professionally to maintain good customer relationships.
  
• Take ownership of customers' issues and follow problems through to resolution.
  
• Drive Service Level Agreement (SLA) negotiations to enhance the quality of delivery of the Infrastructure Operations
  services
  
• Ensure the Infrastructure Operations’ customers understand the services, organization, processes, policies and SLAs that
  Infrastructure Operations have.
  
• Develop recommendations for joint or coordinated infrastructure operations initiatives.
  
• Research, review, analyze the effectiveness and efficiency of existing requirements-gathering processes, and develop
  strategies for enhancing or further leveraging these processes
  
• Maintain an awareness of current and proposed infrastructure issues and concerns within the organization and the IT
  industry and recommend potential solutions to meet expectations and forecasted requirements
  
• Look for opportunities to leverage technology and capabilities to achieve customer objectives.
  
• Maintains regular communications with the Infrastructure Operations Managers to discuss issues, policies and practices

Highlight

• Created a new process and CSAT metrics dashboard in Service Now for whole CESO infrastructure which streamlined the operations and CSAT KPI's
• Participated in the SIM project. It was a mandated government proposal to all telecom companies to register all prepaid SIM cards nationwide.
• Did a housekeeping on all internal communication within Infrastructure

• Creates/amends client documentation including letters, property brochures, and email to HTML templates
• Modifying images, portal email, logos, pictures, and hard coded HTML templates using MS Visual Code
• Reviews, monitors alerts through RDP servers in a daily basis based on severity of outage and takes appropriate action to resolve
• Fulfills all new user requests accounts, on all clients, change request, and leavers to move data or deactivate accounts when necessary.

• Maintain the overall support ecosystem through technical expertise and consultation in the configuration and administration of Help Center contact flows, contact forms and agile configurations such as alerts and notifications, promotions, etc
• Effectively triage and resolve issues escalated by support agents through CRM platform
• Engage with frontline agents, second level teams, and product experts raising issues to understand technical issue behind escalation.

• Creates/amends client documentation including letters, property brochures, and email to HTML templates
• Modifying images, portal email, logos, pictures, and hard coded HTML templates using MS Visual Code
• Reviews, monitors alerts through RDP servers in a daily basis based on the severity of the outage and takes appropriate action to resolve
• Fulfills all new user requests accounts, on all clients, change request, and leavers to move data or deactivate accounts when necessary.

• Works on with Asset Recovery team
   Use HP service manager to open, update and close incident reports.
   Look up asset details and make updates on LAM (Lifecycle Asset Management) tool.
   Use various research tools to determine primary custodian and other whereabouts of each machine.
   Send email communication to know or to track the location of each computer.
   Properly complete request for boxes which will be sent to end user for returning recovered assets.
   Maintain accurate records in ART dashboard.
   Promptly follow up on all email replies received and escalate questions if needed.

IS Dispatch/ Asset Management – work solely for PC Refresh Project; a Reckitt Benckiser line of businesses, IS Dept. Lease assets are maintain in a daily basis.
Work closely with IS onsite team of engineers to rebuild machines that are intended to be returned in a listed time frame. Schedules end user for rebuild and refresh. Maintains critical raw data which will be submitted monthly & will be invoice to RB.
Provides specific information about the rebuild machines to end users & engineers that require information about leased computers and decommissioned assets.
Keep track of Dell Final Sheet for Lease Assets for the whole year.
Set up a meeting with the IS Team Leader,GSDM, and Communications Analyst to plan for PC Refresh monthly target and completion.
Work with a minimal supervision and directly reports to Global Service Delivery Manager. Provides critical reports about the assets that are leased & specifically tag to be return back to the supplier.
Maintain a high level of accuracy, strong analytical skills and strategic values on how to meet and exceed targeted deadlines monthly.
Answers all queries, escalations, incident tickets for pcrefresh and chase updates from onsite team for follow up.
Organizational skills, self -motivated, executes implementation of assigned projects within the assigned and approved time frame
Directly reports to IS Director for all DSAT surveys in a daily basis, and collate raw data and send it to large audience of RB for incident investigation. Reports CSAT survey as well to Global Service Delivery Manager and Team Lead onsite.
Sends updates, reports, and follow up’s on Open Pending Tickets, work closely with resolver teams and its members and modify if needed.
Sends updates, reports and follow up’s on VIP T400 end users work closely with their resolver teams and its members and modify numbers assigned to the issue if needed.
Weekly meeting with Onsite Team Lead for improvement and updates on the tickets & assets

EQUINIX INCORPORATED | IBEX GLOBAL PHILIPPINES 04-2013 to 07-2013)
Equinix Data Center | Service Desk (North America)
Assigned as a frontline for all service request needed by clients| multinational companies that has collocation residing in the datacenter located in different states in the US. Communicate with engineers onsite to provide updates related to incidents, onsite cable work request (Smart hands), and Cross Connects etc. Respond to emails and calls related to other requests, Work Permits, Shipments, Access Enrollments, Tours, Biometric etc.
Equinix Data Center Service Desk (Asia Pacific) (07-2013 to 04-2014)
Assigned to work in a small team (consist of five members) worked in minimal supervision, acted as deputy for all request in Asia Pacific Region; Australia, Japan, Hongkong, China & Indonesia. Worked in service management and processed request for cable works, incident, prefix update, DDOS attack and other network related concern of companies that has collocation in APAC region. Administer in other request, Site Access, Biometrics, Shipments etc.
• Handpicked to become one of the pioneer members (5) handling APAC line of business.
• Work closely with Singapore NOC engineers for applied information

Supports all internal employees of Thomson Reuters in access credential, administer remote credentials and support to their Thomson Reuters infrastructure. Provide support to software, networking related issues in proprietary software of Thomson Reuters. Accountable to all incident tickets created, work closely with team members and provided trainings for enhancement of product knowledge and technical skills especially for resolving computer related issues. Escalates with the IT Manager for all escalated tickets and reports all uncommon issues to 2nd level group for proper resolution.
• Became one of the pioneer team for Amers- IT tech for 3000Xtra

XPS L1 Technical Support (03 2008 to 05 2009)
Provided end user for Dell customers a high end support via phone and email related to hardware, software and networking issue.
Modify warranties and provide information about their computer specifications.

L1 Technical Support (05 2007 to 02 2008) CTS

Provided end user for Dell Customer a standard support for all hardware, software and networking related issue.
Teardown with the customer over the phone and provide replacement for damage parts (if any)
Modify warranties and provide information about their computer specifications.