Network Admin, IT Specialist, System Engineer, IT Engineer, Network Engineer, IT Security Analyst, Service Desk Engineer
- First Name: Jean
- Last Name: Garcia
- City: Dubai
- Country: United Arab Emirates
- Phone No: 00971567715230/ 043596808
- Education: Bachelors Degree
- Field of Study: Computer Engineering
- College or University: University of Rizal System
- Time Period: 2006 - 2011
- Job Title: IT Support, Service Desk
- Listed: August 31, 2015 10:17 am
- Expires: This ad has expired
Single point of contact for the entire NBS Manila Center and Europe Market users that requires IS/IT assistance. Provides first level analysis/ resolution to any IS/IT related Incident, Requests and Concerns.
Usually assist NBS Manila users in troubleshooting their computer with various issues, such as hardware and software problems, acquiring access to data or removing viruses. Provide telephone support, remotely assistance or may assist the user in person
Resolved technical issues pertaining to any hardware or software related problem and comply with and adhere to Corporate IT standards.
Interaction Management: Receives all user contacts and document into Service Management tool and ensure that it is attended or escalated to an Assignment Group in timely manner.
Incident and Request Management:
Document all request and issues by user in Service Management tool and escalate to proper Assignment Group.
Identify the Ticket Priority based on Impact and Urgency of issue
Performs initial analysis and provide resolution if issue is within the scope
Monitor the progress of ticket in Service Management tool and initiate follow-ups on tickets requiring immediate attention based on Service Level Objective
Manage User Account Maintenance for HP BPO accounts (Poland and India) which includes creation, modification and deletion through Active Directory and SAP – CUA (prod & pre-prod)
Manage User Account Maintenance for NBS Manila accounts which includes modification, update and deletion of GLOBE application which requires security access through Tivoli Identity Manager Ver4.6 (iTim)
Create and publish knowledge-base (KB) articles
Drive initiatives that will improve and deliver efficient service through Nestle Continuous Excellence
Launch Go-See-Think and Do (GSTD) which solve day-to-day issues
Create Just Do It (JDI) which provides improvement on the process
Delivers compliance as the Standard Routine SPOC (Single Point of Contact) of FLS Service Desk Team by ensuring documents are up to date, has relevant controls and meets the standards set by the Center (2014)
Guides other team member by updating procedures, methods, guidelines and communicating developments
2015 First Level Support Standard Routine in which the following tasks are being performed
Leads the documentation of the entire FLS Stream
Leads and directs the identified Standard Routine (SR) SPOC of the stream and ensures that they are equipped with the proper knowledge in order to perform their task
Acts as a driver (communicating the updates/status to SR SPOC, Team Leads including FLS Manager)
Perform SR audit to the assigned SR owner of the team making sure that process are standardized
I’m Jean Garcia, a graduated with a degree of Bachelor of Science in Computer Engineering from the University of Rizal System, Philippines. I possess more than 3 years experience as an IT Support/ Service Desk Associate
I believe that my experience and education will make me a very competitive candidate for this position and i would welcome the opportunity to meet with you to discuss how my education and abilities might best be employed by your organization.
Please find the attached CV for your perusal and and waiting for your positive reply for my application.
Thank you and more power!