Paolo

Senior Systems Engineer - Service Desk

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Overview

Looking for full-time work (8 hours/day)

at $8.28/hour ($1,600.00/month)

Bachelors degree

Last Active

July 31st, 2025 (313 days ago)

Member Since

July 27th, 2023

Profile Description

I am currently working as a service desk representative. I monitor i ---------- tickets, manage staffing, breaks and ticket distribution. I do quality audits and perform root cause analysis and hop count analysis for inputs for process improvements. I provide in-depth quality checks and recovery for escalated ticket concerns. I provide reliable and up-to-date resolutions on existing and new knowledge base reference guides. I perform software installations, configurations, drive mapping, and troubleshooting for applications used by business partners. I do security checks for phishing emails. I handle incoming and outgoing calls, emails and chats for VIP clients. I also have experience in relationship management. I have 3 years corporate experience as a relationship manager in the telecommunications industry and 10 years experience in the BPO industry.

Top Skills

Customer Support » Email Support

Experience: 5 - 10 years

I have been on email support along with taking calls and chats. I am well versed in handling email concerns including escalations with VIP clients and social media concerns. Proper usage of tone and email composition are key factors in relaying your message.

Customer Support » Technical Support

Experience: 5 - 10 years

I have been working as a technical support representative for over 8 years. I prefer approaching each problem in a systematic way. I enjoy problem solving challenges and I go through great lengths to find a suitable solution to the problem.

Customer Support » Phone Support

Experience: 5 - 10 years

I have worked as a phone support for the most of my career. I am well versed with handling calls and difficult conversations. I have experience in taking in escalation calls and have also managed VIP portfolios in the past.

Other Skills

Customer Support » Chat Support

Experience: 5 - 10 years

I am well versed with providing chat support. Though multiple chats at the same time is not ideal, I regularly handle up to 3 chat conversations while keeping with the required metric threshold. I would place my proficiency at 5-stars for this skill as well.

Software » Application Performance Management

Experience: 5 - 10 years

I handle software related troubleshooting. Facilitate software updates and roll outs for better software performance and security-related enhancements. I have experience in Windows-based and Mac-based operating systems.

Customer Support » Sales Support

Experience: 2 - 5 years

I used to handle and assist with inbound sales concerns and upselling with my previous accounts. I also did additional accounts acquisition and upgrades with my relationship management role when I was with corporate.

Cloud Services » Azure » Security - Azure Active Directory

Experience: 2 - 5 years

I have familiarity with Azure for mobile device/profile management. I have sufficient experience based on the level of access we are provided.

Basic Information

Age
42
Gender
Male
Website
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Address
Valenzuela, Manila
Tests Taken
IQ
Score:  130
DISC
Dominance: 52
Influence: 19
Steadiness: 19
Compliance: 10
English
C2(Advanced/Mastery)
Government ID
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