Isaac R. Francisco+639175814616

acetaulava@gmail.com

5 Chico St., Brgy. North Signal Village, Bicutan, Taguig City

IT Desktop Engineer/Helpdesk Support

Solutions focused professional with almost 10years of experience in providing problem resolution for incoming service inquiries on Dell systems.

Responsible for offering the highest level of customer satisfaction on all phases of troubleshooting including interpretation, analysis, research,

and resolution of technical problems. Well versed in a variety of common Operating Systems, applications, and hardware with a proven ability to

master new tools and technologies rapidly. Has a skill in providing an exceptional customer experience and excellent interpersonal strengths.

AREAS OF EXPERTISE

• Troubleshooting and Quick Issue Resolution

• Root-cause Analysis

• Detailed Documentation

• Performance Management

• Technical Data Analysis

• Incident and Escalation Management

• Technical Consultancy & Training to Agents

• Computer Ethics

• Computer Assembly

• Customer Service and Interaction Skills

WORK EXPERIENCE

Convergys Philippines (Account: Dell Computer Corporation)

April 2004 – February 2015

6/F I2 Building, Asiatown IT Park, Lahug, Cebu City, Philippines

Stream Global Services (December 2006- February 2015)

Team Manager for Dell Computer Systems

Team Manager OIC for Dell Computer Systems (January 2006-December 2006)

Responsibilities:

•Responsible for the daily one-on-one supervision and management of all Support Professionals on assigned team•Ensures service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) obligations of our clients

through the management of operational activity of the team•Under the direction of the Service Delivery Manager, the Team Manager implements systems and processes to achieve client-

specified metrics while providing development opportunities to our Support Professionals•Performing various tasks in support of the team’s high potential agent’s development and performance management such as

technical trainings and more on goal oriented coaching.

•Conducts quarterly, monthly, weekly and if necessary daily team Goal Setting Sessions; conducts management by walking around the team (Conducts live barges to monitor actual calls and by getting real time feedback from agents).

•Reviews and analyzes weekly and daily reports on team’s performance using the identified internal tracking tools. (Checks for sources of variability, interpret results and draw conclusions on the client’s metrics

•Conducts coaching sessions to test root cause analysis, implement action plans, tracking and measurement of implemented action plans and to facilitate the sharing of best practices for the team.

•Monitors behavioral aspects of the team.

Stream Global Services (April 2005-July 2005)

Resolutions Specialist(L2 LEVEL TECH) for Dell Computer Systems

Responsibilities:

•Acts as a mentor to call-handling Technical Support Professionals providing guidance during troubleshooting process and responsible for the most possible issue resolution of cases handled by the team.

•Responsible for handling high-level escalated customer calls to ensure immediate resolution.•Escalating and recommending improvements to existing system or process•Responsible for handling high-level escalated customer calls to ensure immediate resolution.•Escalating and recommending improvements to existing system or process.•Performing various tasks in support of the team’s high potential agent’s development and performance management such as

technical trainings and goal oriented coaching.•Conducts quarterly, monthly, weekly and if necessary daily team Goal Setting Sessions; conducts management by walking

around the team (Conducts live barges to monitor actual calls and by getting real time feedback from agents).•Reviews and analyzes weekly and daily reports on team’s performance using the identified internal tracking tools. (Checks for

sources of variability, interpret results and draw conclusions on the client’s metrics and collaborate with the Team Manager on the results of their analysis).

•Conducts coaching sessions to test root cause analysis, implement action plans, tracking and measurement of implemented action plans and to facilitate the sharing of best practices for the team.

•Trains the front-line technicians with technical updates to be technically competitive.•Establishes strong communication activities in the team to ensure that company policies, announcements, technical updates

and other news are communicated to call and to serve as a venue for discussion and exchange of ideas.•Fulfills the role of the Team Manager during their absence, monitors behavioral aspects of the team.•Conducts break-fix trainings to improve technical capabilities of front-line technicians on newer Dell systems.•Disassembles and reassembles working and non-working Dell systems to have an easy way of phone troubleshooting•Troubleshoots Avaya phone and workstation issues then submits a trouble ticket to IT Service Desk.

Stream Global Services (April 2004 – April 2005)

Technical Support Professional for Dell Computer Systems

Responsibilities:

•Able to resolve customer's issue in a timely manner•Extensive experience in hardware and software issues•Performs repair and installation with Windows Operating Systems: Windows 98, XP, Vista, 7•Provides issue resolution via phone support and remote access•Troubleshoots internet connection problems: dial-up networking, broadband connections and wireless networking•Works with TCP/IP configuration, Dell Wireless Utility and 3rd party software used to configure wireless connection•Provides necessary information on basic computer usage, security and backup and recommend Dell’s support site for basic HW

and SW issues•Works with external devices such as display monitors, projectors, storage devices, docking stations, printers and speakers•Troubleshoots and diagnose issues and create dispatch request so an onsite technician can do parts replacement•Provides assistance with customer's request for onsite service or cancellation of request•Experienced in technical call center operations providing service by communicating effectively with technical and non-technical

staff•Able to answer customer’s pre and post sales queries•Directs end users to correct 3rd party companies that will be able to provide issue resolution as an alternative option

•Logs all incoming and outgoing calls and accurately complete case notes in the call tracking database•Makes outbound calls and email follow-up for unresolved case to ensure issue resolution and customer satisfaction•Adapts quickly with the company’s fast changing processes•Experienced in Data Scrubbing to analyze the root cause of a problem especially on common issues and be able to share it with

the other team members•Research and retrieve information from company provided resources be via intranet and internet•Able to up sell products and services that meet customer’s needs•Achieved performance standard; average handle time, call quality, and customer satisfaction.•Assists customers with chassis teardown on both desktop and laptops•Took part in training sessions with company’s new products and services to gain awareness

CERTIFICATIONS/TRAININGS

• Leading The Etelecare Way Leadership Training, October 2010• Quality Feedback System Leadership Training, May 2010• Windows 7 Training, October 2009• Corporate Security Training -SETA, August 2008• Windows Vista Training, November 2007

• Dell Certified Systems Expert

Platforms: Windows 8/Windows 7/Vista/XP/2000/NT/ME/98,

Hardware: Computer Assembly, Dell / Acer Notebooks, Desktops, Monitors, Printers, Scanners, Projectors, Router, Docking Stations and

Modems.

Office Package: Microsoft Word, Microsoft Excel, Microsoft Powerpoint, Microsoft Outlook, Microsoft Access, and Open Office Tools.

Multimedia Tools: Adobe Photoshop, Adobe Premier, Windows Movie Maker,

Remote Support Software: Dell GoToAssist, Net Meeting and Windows Remote Desktop.

System Management Solutions: Altiris Client Management, Intel Active Management Technology, Embassy Trust Suite, Dell Control Point,

Oracle and Siebel CRM Software.

KEY ACHIEVEMENTS

• Promoted from TSR1 to TSR2 - Year 2004, Q4• Promoted from TSR2 to Resolutions Specialist (L2 DELL Technical Supervisor – TSR 3) – Year 2005, Q3• Promoted from Resolutions Specialist (L2 DELL Technical Supervisor – TSR 3) to Team Lead OIC– Year 2006, Q1• Promoted from Team Lead OIC to Team Manager– Year 2006, Q4

EDUCATIONAL BACKGROUND

Elementary

University of Southern Philippines

Salinas Drive, Lahug Cebu City

High School

University of the Philippines Cebu – High School

Gorordo Ave., Cebu City

College

Bachelor of Science in Computer ScienceUniversity of San Carlos Technological CenterNasipit Talamban, Cebu City

PERSONAL INFORMATION

Date of Birth: June 30, 1983

Birth Place: Cavite City, Cavite, Philippines

Age: 31

Gender: Male

Civil Status: Married

Citizenship: Filipino

CHARACTER REFERENCES

Ron Gilo+63 917 569 0393Stream Global ServicesOperations Manager, DELL

Rothmans Perin+63 905 4435888Stream Global ServicesTechnical Officer, DELL

Edilberto Bontilao+63 918 985 8532Stream Global ServicesShift Manager, DELL SMB OL Voice