Responsible for assisting all customers with their questions about the published services, software and computing platforms being supported - via phone, email, and remote connection. • Follow appropriate handover process for outstanding logged tickets. • Responsible for updating documentation such as calls received and type of resolution given to a client. • Comply with the defined SOP for all tasks assigned. • Flexibly adjust schedule ensuring 24 x 7 service • Closes tickets as soon as they are resolved. • Respond quickly and courteously to customers asking help via phone, email, remote access or onsite support; and provide answers to all questions addressed to them. • Maintains a high degree of customer service for all support queries and adhere to all service management principles. Lazada E Services Philippines INC (Alibaba Group) Taguig City October 2017 – February 2021 *Reason for leaving: I’ve maxed out the promotion possibilities July 2019 – February 2021 IT Service Management Executive • Generated weekly and monthly IT ticket comprehensive report for Lazada Philippines and proposed service improvement plan to IT Manager • Handled Alibaba-related account administration and support as a part of Alibaba Tier-1 Global IT Support Team • Ensured the Alibaba Global IT Support Team meet the service respond and resolution SLA • Managed ITSM project to drive development and performance for Lazada SEA • Creates Comprehensive Reports on IT-related Tickets and leads the Weekly and Monthly Review for Lazada Philippines (IT) • Handles special concerns on Ali-related Accounts and Configuration as part of Identity and Access Management role • Meeting and improving established service delivery SLA’s • Provide 24x7 Tier 1 support for all High Priority Incidents • Manage small projects related to ITSM delivery improvement