MICHAEL T. YAP

5201 Par Drive Apt 1012

Denton, Texas 76208

mike14yap@gmail.com

940 231 5944

 

 

Skills

 

Dell Certified Systems Expert (DCSE)

Has a strong background with Computer hardwares and softwares

Proficient in MS Office applications (MS Word, Powerpoint, Excel, Access)

Can work with less supervision

Can perform under pressure

 

Working Experience

 

NCS PTE Ltd

Systems Specialist/IT Helpdesk

June 2014 – June 2015

 

Main responsibilities includes: Responsible for creation and maintain user accounts using Active Directory and ensures that Incident Management processes are followed correctly and that performance is measured with a high level of quality and timely resolution.

 

Job Description:

 

·                       Handles creation of user accounts, moving hostnames to the right OU (organizational unit) and ensures that the users and hostnames are in the correct security group

·                       Set-up workstation for new hires to ensure the smooth flow of the training process.

·                       Troubleshoots softwares which includes installation and removal of computer applications, reinstallation of operating system and installation of drivers.

·                       Ownership of problem tickets, working with resolver groups for timely root cause analysis and maintaining the Known Error database

·                       Follow up on the incident request solutions and after solution reports.

·                       Work in close proximity with the implementation team to ensure all of the solution plans are being implemented properly

·                       Creation of, or contribution to, project deliverables such as application support documentation.

·                       Train new hires and handle escalated calls.

 

 

 

 

 

 

 

Hewlett-Packard Singapore (converted to permanent employee)

Senior Helpdesk Consultant/ITO Service Delivery

March 2012 – June 2014

 

Hewlett-Packard Singapore (currently under RMA contracts)

Information Management Analyst / Service Request Analyst

March 2011 – March 2012

 

Main responsibilities includes:  Resolution of second level enquiries on service request, account administration, escalation of cases that cannot be resolved to appropriate relevant group and management of e-mail and service desk ticket queue.

 

Job Description:

 

·                       Handle and manage incidents and requests, and providing an interface between users and IT Service Management.

·                       Responsible to ensure that the 24/7 operations, services and solutions run smoothly and adhere to appropriate SLA’s.

·                       Answer general helpdesk questions from internal customers, and where appropriate, escalate to next level.

·                       Handle and manage incidents and requests, and providing an interface between users and IT Service Management.

·                       Update and maintain issues in appropriate databases and document cases to show action taken.

·                       Identify trends and alert management of any unusual conditions using the standard Help Desk reporting tools.

·                       Consult with technical support team, technical documents and other resources in order to find solutions to unresolved technical problems.

·                       Adhere to established procedures and guidelines while providing quality customer service in order to meet and exceed department standards.

·                       Utilize technical resources to research problems and come to resolution.

·                       Identifying and escalating priority issues or customer complaints.

·                       Arranging appointments for engineers to attend premises and fulfill service request demands.

·                       Meet Service Level Agreements (SLA) set by the client.

 

 

 

 

 

 

 

 

 

 

Achievements:

 

December 21, 2012

Certificate for Best Performing Team for the quarter August to October 2012

 

October 2012

Promoted to Group Lead

 

March 2012

Converted to permanent employee

 

 

Singapore Post Limited

Customer Service Officer

November 2010 – March 2011

 

Job Description:

 

·                       Handles telephone-based account management services for customers.

·                       Handles calls in adherence to the quality standards of the company.

·                       Handles full service and support, including redelivery and redirection of mails and customer enquiries.

 

 

 

STREAM GLOBAL SERVICES (LEGACY ETELECARE GLOBAL SOLUTIONS)

Quality Assurance Representative/Technical Support Representative

January 2006 – October 2010

 

Job Description:

 

·                       Interacts with customers via live channel to provide technical support.

·                       Troubleshoots Internet connection related issues such as Land Area Network(LAN), Modem, and Wireless connections.  Assists in setting up wired and wireless Internet connections.       

·                       Troubleshoots desktop and portable hardwares.  This includes no POST, no Power, no video, no audio, no internet connection, system overheat, system noise, input device and chassis issues.

·                       Assists in setting up the system for first time users.  Also assists customers in installing computer parts.

·                       Troubleshoots softwares which includes installation and removal of computer applications, restoration of failed and slow internet connection, fixing of slow operating system performance issues, reinstallation of operating system and installation of drivers.

·                       Submits dispatch report to the client for parts replacement to their customers using Dellserv and Delta applications.

·                       Required to attend calibrations and huddles for product knowledge updates and new program directives.  Required to undergo up trainings and seminars necessary to the business.

 

Adminstative Tasks:

 

·                       Prepares Customer Experience (CE) Deck/ Customer Satisfaction Analysis for Operations to identify the issues that affects customer satisfaction.

·                       Maintains & prepares Lookout Report (Tracker of agents’ violations against the overall process compliance policies in handling calls) in a daily basis.

·                       Evaluates calls in a daily basis in compliance to quality standards by making sure that agents are doing the correct troubleshooting and adhere to the call processes and policies. 

·                       Exemplary in adherence to all call handling processes and procedures.  Knowledgeable in call monitoring software ie. NICE & NICE Perform.

·                       Collates the overall process compliance score of the agents in the site.

·                       Coaches the bottom performers of the site.  Provides feedbacks to agents to assist them in achieving the passing monitoring scores.  Maintains passion for people, motivational skills and leadership abilities.

·                       Handles shift briefings or meetings with the Team Leaders and agents regarding overall process compliance and team performance updates.

·                       Handles Quality Assurance Calibrations and Quality Assurance Related Role Plays for newly transitioned agents from training.

·                       Handles calls to help reach the service level needed by the program

 

 

 

 

 

 

Achievements:

 

April 7, 2010

Certificate of Appreciation for His Commitment in handling QA Reports for CC6

December 18, 2009

Certificate of Recognition for being a PA High Flyer for Q2 2009 with a Score of 2.71

 

May 5, 2008

Promoted to Dell QAA4/Quality Analyst/Quality Assurance Representative

 

March 15, 2007

Promoted Dell QAA3

 

February 24, 2007

Rookie of the quarter (Quality Assurance Associate)

 

November 13, 2006

Promoted to Dell QAA 2

 

October 21, 2006

Agent with the highest Overall Process Compliance with the score of 100% for the month of September (Team level)

Agent with the least number of kickbacks for the month of September (Team level)

 

September 14, 2006

Agent with the highest Overall Process Compliance with the score of 100% for the month of August (Team level)

Agent with the highest score in Original Agent Resolution Rate with the score of 86.15% for the month of August (Team level)

Agent with the most number of commendations for the month of August (Team level)

 

August 9, 2006

Agent with the highest Overall Process Compliance with the score of 100% for the month of July (Team level)

Agent with the most number of commendations for the month of July (Team level)

 

CONVERGYS PHILIPPINES
Customer Service Representative

October 2004 – January 2006

 

Job Description:

·                       Handles telephone-based account management services for clients.

·                       Handles calls in adherence to the quality standards of the company.

·                       Handles full service and support, including ordering, shipping, billing and customer enquiries.

·                       Up sells new products to the customers.

 

NIG MARKETING

IDP Data Encoder

July 2004 – October 2004

 

Job Description:

 

·                       Encodes official receipts , sales invoices, inventory  into the Company’s accounting system using Visual FoxPro

·                       Handles data encoding &  systematic updating of customers accounts using Integrated Accounting System(IAS)

·                       Generates monthly aging reports of customer’s accounts using MS Excel

 

 

 

 

 

 

 

 

 

 

 

 

RMS DATA COMPANY

Data Encoder

July 2004 – October 2004

Job Description:

 

·                       Handles data conversion for the clients.

 

 

Educational Background

 

June 2000 – March 2004

Bachelor of Science in Management Information Systems

University of St. La Salle – Bacolod

 

June 1996 – March 2000

Secondary School

Bacolod City National High School

 

June 1990 - March 1996

Primary School

Education and Training Center School

 

 

Extra-Curricular Activities

 

2002 – 2004

COMPUTER INFORMATION SYSTEM (CIS)

Member

·                       An Academic Club that enhances various aspects of Management Information system.

 

2001 – 2002

BUSY BEE CLUB

Sports Chairman

·                       Business society of young student trader.

 

1999 – 2000

BOY SCOUT OF THE PHILIPPINES

Senior Crew Leader (School Level)

·                       An organization that trains youth to be a good leader.

 

 

 

 

 

 

 

 

 

Character References

 

Mr. David Chan

AFMNCS Portal Team Leader

NCS Pte Ltd

+65 9169306329

 

 

Ms. Marinel Moreto

Servicedesk SRM Team Leader

Hewlett-Packard Singapore Pte. Ltd.

+65 9352 6884

 

 

Ms. Jonalyn Sacro

Servicedesk SRM Group Leader

Singapore Post Ltd

+65 8388 3865