Wendell Gaudencio

Provide technical support for hardware, software and networking issues across Windows, macOS, Android and iOS; respond to and resolve user requests via tickets, emails, Teams and phone calls; diagnose and troubleshoot hardware, software and connectivity issues; collaborate with system admins and application support teams to escalate and resolve complex problems; maintain asset inventory and conduct audits.

Trained and mentored new customer service team members; managed VIP incident handling; conducted thorough reviews of team tickets to identify faults and recurring incidents; improved remote PC maintenance processes; led service desk agents and coordinated with stakeholders to improve processes; managed shifts and vendor communications; liaison with other teams for changes or downtime; created rosters for peak hours.

Supported and maintained customer devices including mobile phones, tablets and PCs; troubleshot smartphones, tablets and computers; delivered high levels of customer advocacy through NPS; trained staff and customers on various phone, tablet and PC software; managed stock and repairs.