Michael John Margallo
Dubai,UAE
Summary
Dedicated IT Service Desk professional with 10 years of experience in technical support operations and ensuring seamless user experiences. Proven track record of developing and implementing innovative IT service desk systems, collaborating with cross-functional teams, and resolving complex customer service issues.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
Work History
IT Helpdesk
Concentrix
Quezon City, Philippines
07.2019 - 04.2024
- Responding to incident and service requests ticket in a timely manner
- Providing technical help to users regarding configurations, updates, maintenance, and setup of hardware or software
- Delivered reliable, high quality technical support to average of 50+ users daily.
- Identified recurring issues, suggesting long-term solutions to management team.
- Escalated complex problems to senior IT staff for swift resolution.
- Developed a troubleshooting guide that increased first call resolution rates.
- Collaborated closely with other IT teams, providing comprehensive support solutions.
- Troubleshot operating systems, hardware and software problems to identify root causes.
- Used Easy Vista / Service now to track support tickets and document actions.
- Regularly updated knowledge base articles, assisting in quick issue resolution.
Technical Support Representative
Teleperformance
Quezon City, Philippines
10.2014 - 06.2019
- Managed call flow and responded to technical support needs of AT&T customers
- Troubleshooted and made adjustments to correct potential phone problems
- Investigated and diagnosed customer's technical and product queries.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Assisted customers with product complaints, logging issues for investigation and providing replacement items.
- Answered 50+ telephone calls per day with professionalism.
Greenhouse worker
Almoni Co., Ltd
Toyohashi, Japan
03.2009 - 09.2014
- Installed reinforced steel frames and beams to ensure structural integrity of buildings
- Build greenhouse and maintenance
- Utilized PPE (Personal Protective Equipment) on site to prevent accidents.
- Conducted equipment inspections, identifying issues and arranging repairs to minimize disruption.
- Maintained site safety, training junior staff on proper construction techniques and safety compliance.
- Performed strenuous physical activities such as heavy lifting in adverse conditions.
Bell Attendant / Administrative Assistant
Halina Prince Hotel
Manila, Philippines
06.2007 - 02.2009
- Greeted customers in a friendly and professional manner
- Assist with guest luggage and carry items to their room in a safe and professional manner
- Accurately handle cash and credit card transactions
- Handled Customer complaints and professionally, resolving customer issues in a timely manner
- Kept and maintained accurate filing system for preservation of office information.
- Assisted managers in compiling and organising materials for meetings.
- Acted as main contact for staff and clients.
- Interacted professionally with clients providing excellent service at all times.
Education
Bachelor of Science - Electronic and Communication Engineering
New Era University
Philippines 06.2000 - 03.2005
Skills
- Microsoft Office / OS
- MS Exchange
- Active Directory
- Citrix / VM ware
- Customer Service
- Problem-solving skills
- Easy Vista / Service Now Ticket Expert
- Troubleshooting proficiency
- Application support
- Technical issues analysis
- Strategic thinking
- Sales expertise
- Data Entry
Timeline
IT Helpdesk
Concentrix
07.2019 - 04.2024
Technical Support Representative
Teleperformance
10.2014 - 06.2019
Greenhouse worker
Almoni Co., Ltd
03.2009 - 09.2014
Bell Attendant / Administrative Assistant
Halina Prince Hotel
06.2007 - 02.2009
Bachelor of Science - Electronic and Communication Engineering
New Era University
06.2000 - 03.2005
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