Christopher Rey Nacar

With more than 10 years in the information technology industry as Technical Support Representative from different companies, supporting DSL/ ISP connection, Computer, Telephone POTs and cloud computing software. Has a wide range of experience providing quality and good customer satisfaction experience to end users. Willing and able to handle a wide variety of tasks, Creative and adept of software applications, Fully committed to providing dynamic, compelling solutions to the ongoing objectives of the organization.

I ensure user issues reported via a ticketing system are acknowledged and resolved in a timely manner. Serves as a point of contact for issues escalated by Service Desk Agent/Tier 1. Address concerns raised via chat when scheduled. Ensures that users are able to proceed and move forward with the contract being generated via supported CRM tools (Siebel, Salesforce and ADOPT). Exceeding expectations in terms of productivity, attendance and reliability and could work with minimum supervision.

Handle user account creation, Catalog request fulfillment,

Ticket routing/ escalation to appropriate support group

Floor support

Handles emergency termination

Knowledge Base Management

Outage Management

Sends MTD/End of Day Reports and update of the accounts SLA &

Metrics, INC and SDE Task Count etc

Previously handling Triage.

Ensure Acknowledgement SLA is met and client issues are resolved within the given resolution SLA. Provides first- level of support by calling out and or answer inquiries via email. Supports and troubleshoots client software, emails, and MS Office and O365 issues etc.

Salesforce Administration

ITIL v3 Certified