Christopher O Evaristo Jr
5099 San Antonio St. Pio Parada,
Makati City, Philippines.
+639167346260

Career Objective: Seeking a position in a reputed organization where I can use my experience and knowledge. IT Helpdesk, App Support.
Career Experience:
2015 to December 2018 : IT HELPDESK L2 SUPPORT ANALYST
As an IT Helpdesk L2 Support Analyst, working as a part of a dynamic team involved with providing technical support and issue resolution to internal and external customers which may include users of all types and skill levels. Responsibilities may also include security access processing, ID tracking, maintenance of reporting logs, password reset assistance, PC hardware / software inventory checks and stocking of spare parts as well as more advanced troubleshooting and support.

Positions in this function provide local technical support to UnitedHealth Group’s computer user community. Includes installations, upgrades, computing problem resolution, diagnosis of issue severity, recovery and project implementation.

Primary Responsibilities:
• Work within metrics, adherence and attendance to ensure quality performance and productivity by using management support tools
• Management of Domain User Accounts.
• Troubleshoot systems and network issues and diagnose IT issues.
• Ensure consistent high-quality communication on calls are provided to customers
• Perform the analyst role in the call center taking calls or Chat intake 4 – 8 hours a week
• Attend training sessions when necessary
• Have flexibility with your start and end time (Mon-Sun)
• Using and supporting IP phone systems Experience troubleshooting remote access tools (VPN) and general connectivity (LAN/WAN) issues by phone Experience with supporting Microsoft Office Suite (including Outlook) and handheld devices Experience with supporting MAC hard and software Experience.
• Customer confirmation prior to ticket resolution

4/07/2014 to 2015 : I.T. Analyst Optum Cloud (United Healthcare)
Duties and Tasks/Essential Functions:

• Diagnose registration, login, and website issues over the phone and via e-mail.
• Troubleshoot issues with the use of a Knowledge Base and assign issues to the appropriate support group as needed.
• Accurately and efficiently type a record of all interactions with customers in an incident management tracking tool.
• Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems.
• Escalate technical break/fix, high priority, and high impact issues to the internal support teams.
• Answer and resolve inbound customer calls/e-mails at a large corporate call center, efficiently and professionally.
• Proficiently manage the resolution of inbound customer and technical calls/e-mails; balancing the need for customer service and issue resolution with the constraints of a call handle time.
• Effectively translate technical concepts into easy to understand language to assist non-technically oriented customers.
• Demonstrate a highly developed sense of integrity and commitment to customer satisfaction.
• Meet or exceed statistical metrics regarding; ticket and call quality, first call resolution, schedule adherence, and call handle time.
• Adhere to a strongly regimented schedule (start/end times, lunches, breaks, off phone time, etc.).
• Work in a low-wall cubicle environment with moderate noise levels.
• Some work is completed without established procedures.
• Basic tasks are completed without review by others.

09/10/2012 to 03/17/2014 : TECH SUPPORT REPRESENTATIVE (Alorica Verizon)
Duties and Tasks/Essential Functions:

• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, Research required information using available resources.
• Follow standard processes and procedures.
• Identify and escalate priority issues per Client specifications.
• Redirect problems to appropriate resource.
• Accurately process and record call transactions using a computer and designated tracking software.
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.
• Organize ideas and communicate oral messages appropriate to listeners and situations.
• Follow up and make scheduled call backs to customers when necessary.
• Stay current with system information, changes and updates.

09/22/2008 to 2011/09/19 : I.T. (TAIWAN)
INC. : UNIMICRON TECHNOLOGY CORP
Responsibilities Includes:
• Monitor the performance of systems, services and the network. Notes trends and initiates action when necessary.
• System &Services Administration
Installs, configures, and optimizes operating systems.
Installs, tests, and documents security patches
Develops, test , documents, implements and enhances backup and recovery procedures.
• Manufacturing. CSP(Chip Scale Packages)
Laser Drilling: BGA Programming drilling holes
Plasma Machine: removal of impurities and contaminants from surfaces through the use of an energetic plasma created from gaseous species. Gases such as argon and oxygen as well as mixtures such as air and hydrogen/nitrogen
RC:SPS and Painting Machine.
• Accountable for daily, weekly and monthly reports. Office maintenance responsibilities.
• In charge of training classes for Laser Drilling Machine, Plasma Machine, RC for Single and through via, SPS Conveyor Cleaning Machine.

07/2006 to 12/2008: Taxi Operator/Driver BECKNEL TAXI
07/2005 to 02/2006: Auto CADD, Photoshop Layout Artist. Bench Trading.
09/1999 to 03/2000: Kitchen Helper YAMAZAKI RAMEN HOUSE & GROCERY
Skills:
Troubleshooting and Solving of hardware/software related problems.
TCP/IP, networking and structured cabling, Technical and administrative control of the LAN. UNIX
Education Details: AMA Computer College, 2000 to 2005
Bachelor of Science in Computer Engineering
San Isidro Catholic School Taft Ave., Pasay City, 1986 to 1999