Summary
Overview
Work History
Education
Skills
References
Timeline
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Ronald Allan S. Lastrilla

Sherbrooke,Canada

Summary

I deliver exceptional technical support and outstanding customer service to clients across the globe. I handle a wide range of technical issues related to Microsoft products and services with expertise. With a strong command of Windows applications and environments, I excel in client management. My robust analytical skills enable me to tackle complex problems effectively, and my excellent communication skills ensure clear and efficient interactions.

Overview

14
14
years of professional experience

Work History

Microsoft 365 Business Technical Advisor

SHERWEB
04.2021 - Current
  • Assist and provide technical support by phone, email or chat
  • Analyze and resolve technical issues related to Microsoft products and services, notably Office 365
  • Lead customers through service configurations
  • Provide a very high customer service level
  • Deliver and follow up on problem resolutions and customer satisfaction
  • Proactively and comprehensively document customer issues in ticketing systems
  • Carry out all other related tasks per the job’s evolution and departmental needs

Transformation and Operations Deal Facilitator

IBM Business Services Inc.
06.2015 - 02.2021
  • Delivers end to end bid management support
  • Coordinates and manages the process to deliver clients requests for service
  • Initial sales support for IBM’s customers, Business Partners and IBM counterparts
  • Ensures compliance with all relevant aspects of Solution Design and Delivery process, Business Control, reviews and approval requirement
  • Evaluate bid requests with regards to legal terms & conditions compliance and other deal parameters
  • Designated single point of coordination for Project codes creation without a contract
  • Develop comprehensive system to provide support for resources that needs to claim working hours
  • Conducts in-team process trainings for new hires

Technical Customer Service

Convergys Philippines
08.2013 - 12.2014
  • Handles Microsoft Office and Windows application technical support through phone, email and chat
  • Builds customer loyalty through timely and effective one call resolution
  • Deals with variety of customer inquiries such as technical and billing questions
  • Provides excellent customer satisfaction through effective and timely resolution of a variety of customer inquiries
  • Resolves Tier 2 cases that are more complex and needs extreme knowledge of the Microsoft product
  • Develop training materials for new hires and assists in training them

Technical Support Representative

Docomo Intertouch
03.2011 - 05.2013
  • Keep track of Customers interaction
  • Troubleshooting a variety of complex Technical and non-Technical issues for various Hotel customers with their Internet Connection
  • Provide Technical Support for level 1 escalation issues via Helpdesk
  • Performs miscellaneous job-related duties as assign
  • Contributes to fast-food and Organization success

Education

Bachelor of Science - Information Technology (ICT)

International Electronics & Technical Institute (IETI)
01.2005

High School Diploma -

Francisco P. Felix Memorial National High School
01.2003

Skills

  • Tech-Savvy
  • Hardware maintenance
  • Network administration
  • IT troubleshooting
  • Technology background
  • Analytics
  • Customer support
  • Networking
  • Training and mentoring

References

Mr. Jean-Rene Pierre

Lead - M365 Support

+1 819 993-9299

jrpierre@sherweb.com

Mr. Mahogany Rae Bacon

Coordinator - M365 Incident

+1 819 238-9018

mrbacon@sherweb.com

Timeline

Microsoft 365 Business Technical Advisor

SHERWEB
04.2021 - Current

Transformation and Operations Deal Facilitator

IBM Business Services Inc.
06.2015 - 02.2021

Technical Customer Service

Convergys Philippines
08.2013 - 12.2014

Technical Support Representative

Docomo Intertouch
03.2011 - 05.2013

Bachelor of Science - Information Technology (ICT)

International Electronics & Technical Institute (IETI)

High School Diploma -

Francisco P. Felix Memorial National High School

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Ronald Allan S. Lastrilla