Andrew Garcia
Dubai
Summary
Experienced Technical Helpdesk Analyst with a successful track record spanning over 13 years in technical support and assistance roles. Adept at providing top-tier customer service in the BPO industry, coupled with a solid background in handling technical inquiries, troubleshooting, and issue resolution.
Overview
16
16
years of professional experience
Work History
Customer Service Representattive
Baden BPO & Software LLC
09.2023 - Current
- Responded proactively and positively to rapid change.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Trained new personnel regarding company operations, policies and services.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Gaming Support
Feather Abu Dhabi
02.2023 - 08.2023
- Answered patron queries about machine functions, table parameters and other gambling floor items.
- Maintained strong relationships with vendors to ensure timely delivery of supplies and equipment repairs.
- Performed minor repairs or made adjustments to slot machines, resolving machine tilts and coin jams.
- Increased revenue with thorough analysis of gaming trends and targeted marketing initiatives.
Technical Helpdesk Analyst
Xerox / ATOS Information Technology Inc
01.2014 - 01.2022
- Proficiently identify and troubleshoot issues and challenges
- Classify and document reported inquiries, delivering effective solutions
- Provide assistance in pinpointing problems and concerns
- Offer guidance to users regarding suitable steps to take
- Oversee issues throughout the entire resolution process.
Technical Support Representative
Alorica Pacific Rim Inc. Lipa City Philippines
01.2010 - 01.2012
- Responding to customer inquiries to understand their specific circumstances
- Inquiring further to gain deeper insight into potential issues
- Analyzing and offering precise recommendations for user problem resolution
- Recording details of interactions in the company's system for documentation
- Demonstrating poise and a constructive demeanor when faced with challenging scenarios.
Technical Support Representative
Teletech, Lipa City Philippines
01.2008 - 01.2009
- Assuming responsibility for customer-reported issues and guiding them to resolution
- Conducting research, diagnosis, and troubleshooting to pinpoint and resolve system problems
- Adhering to established protocols for escalating unresolved issues to relevant internal departments
- Guiding clients step-by-step through actions to address technical concerns via phone, email, or chat.
Education
Diploma in Information Technology -
Cristo Rey Institute for Career Development
12.2008
Skills
- Technical Troubleshooting
- Customer Service
- Escalation Management
- Problem Solving
- Effective Communication
- System Diagnosis & Solution
- Technical Documentation
- Multi-Channel Support
- Gaming Tech Expertise
- Ownership and Accountability
- Information Technology
- LAN & WAN Technologies
- Call Tracking System
- Helpdesk Ticket Management
- Debugging & Troubleshooting
- Hardware & Software Configuration
- Database and Back Up recovery
- Video Game Support
- Remote & Desktop Support
Personal Information
Title: I.T HELPDESK ANALYST
Languages
English
Advanced (C1)
Filipino
Advanced (C1)
Timeline
Customer Service Representattive
Baden BPO & Software LLC
09.2023 - Current
Gaming Support
Feather Abu Dhabi
02.2023 - 08.2023
Technical Helpdesk Analyst
Xerox / ATOS Information Technology Inc
01.2014 - 01.2022
Technical Support Representative
Alorica Pacific Rim Inc. Lipa City Philippines
01.2010 - 01.2012
Technical Support Representative
Teletech, Lipa City Philippines
01.2008 - 01.2009
Diploma in Information Technology -
Cristo Rey Institute for Career Development
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