Christian Lagar C

Christian Lagar

Las Piñas, Southern Manila District

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engineering Freelancer

About me:

Critical thinker with 3 years experience working in a professional and detailed environment. Eager to educate and give empathy to clients in order to provide the highest quality of Tier 2 support for the best user product experience. Highly regarded as the Rookie of the year, first to implement Standard Procedures for handling Technical issues that resolved long handling time and provided new troubleshooting steps and insights to Level 3 Support.

Education:

Bachelor of Science in Information Technology

Experience:

ChiroTouch Chat Technical Support Level 2

Sep 2018 - Present

Infinit-O • Pasay, Philippines

 

  • Titled rookie of the year after exceeding chat numbers on general issues regarding software, billing and technical specific issues during the first 6 months probation. Transferred to the Chat Technical Support Team to handle and accept LV2 technical specific issues only.
  • Endorsed by the Team leader and Manager at the time to be trained for the  IT Lead position for the Chat Support Team by the start of the 2nd year. Started creating Standard Procedures and Troubleshooting steps to be followed across the production floor to optimize handling time.
  • Provided detailed troubleshooting steps for escalated tickets that was set an example as a requirement for escalation. Which later on, got implemented to all LV2 Chat Technical Support.
  • Trained new hires, tenured software and technical support chat agents regarding in advance Windows Environment navigation and features, software risk assessment, backing up the software database and setting up supported IO devices like scanners and signature capturing devices.
  • Consultant for Chat Support team in handling critical cases such as loss of user data, data restore, system performance assessment, software maintenance and emergency response that affects the software globally due to windows updates or malware.

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