Open to opportunities

Francis Muñoz

@francismuoz

Message

Detail-oriented System Support Analyst with strong problem-solving skills.

Philippines

Message

What I'm looking for

I am looking for a role that challenges me and allows for growth in a collaborative environment.

I am a dedicated System Support Analyst with over four years of experience in providing exceptional technical support and customer service. My journey began at VXI Global Solutions, where I honed my skills in technical troubleshooting and customer service. I have since worked with reputable organizations like FIS Global Solutions and Google Operations Center, where I managed service requests and incidents, ensuring client satisfaction and adherence to SLA requirements.

Throughout my career, I have developed a strong proficiency in various ITSM tools such as Jira, Confluence, and ServiceNow. My ability to communicate effectively with clients and colleagues has allowed me to foster positive relationships and promote knowledge transfer within teams. I am passionate about using my analytical skills to improve service efficiency and enhance the overall client experience.

Experience

Work history, roles, and key accomplishments

Current

System Support Analyst I

Current

FIS Global Solutions

Sep 2021 - Present (3 years 9 months)

Managed and triaged service requests and incidents effectively using Jira and Confluence, ensuring SLA requirements were met. Provided high-level customer service, troubleshooting PC hardware and software issues, and supporting Microsoft-based environments.

Jira Confluence Active Directory ServiceNow Remedyforce Office 365 Google Workspace Trust Desk

Customer Support Senior Associate

Google Operations Center

Nov 2020 - May 2021 (6 months)

Resolved tickets and incidents effectively by understanding client needs and meeting SLA requirements. Communicated with advertisers/webmasters via phone, email, chat, and video conferencing, delivering high-quality service to customers.

Customer Service SLA Management Email Support Chat Support Video Conferencing Digital Advertising

Technical Support Representative I

Dexcom Philippines

Mar 2020 - Sep 2020 (6 months)

Handled inbound calls for patient inquiries and complaints, providing troubleshooting tips and instructions. Performed basic troubleshooting for Dexcom Apps and documented service requests in the knowledge base.

Technical Support Troubleshooting Dexcom Apps

Customer Service Associate Level 3

Sykes Asia Inc.

Sep 2018 - Feb 2020 (1 year 5 months)

Monitored and answered customer and agent concerns through inbound calls, chat, and email. Oversaw the lifecycle of products, including preparation, shipping, and receiving, and analyzed refund and fraud-related issues.

Customer Service Inbound Chat Support Email Support Product Lifecycle Management Fraud Analysis

Technical Support/Customer Service Rep

VXI Global Solutions

Jan 2016 - Aug 2018 (2 years 7 months)

Oversaw the lifecycle of products, including installation, upgrade, and configurations. Provided support for modem installation and assisted customers with basic and advanced troubleshooting, including anti-virus and driver updates.

Technical Support Customer Service Product Installation Troubleshooting Billing Support AT&T UVERSE AT&T Uverse

Education

Degrees, certifications, and relevant coursework

De La Salle Araneta University

Bachelor of Science, Computer Science

Pursued undergraduate studies in Computer Science, focusing on foundational concepts and practical applications within the field. Developed skills in various aspects of computing.