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Francis A. — Mid-Level Telecom Service Desk Operator from Philippines

Francis A.

Mid-Level Telecom Service Desk Operator

Philippines 2-3 years
Open to offersNew to Platform
Languages
English
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About

Francis A. is an experienced professional in the telecommunications industry, currently serving as a Service Desk Operator at BSO LTD, where he manages customer support requests, liaises with global internal teams, maintains access control lists, and oversees service inventories and data management. Previously, at PLDT INC., he held the position of Customer IP Associate II, directly handling enterprise-level services including CISCO router installation and troubleshooting, FTTH enterprise installation, FORTINET firewall deployment, and fiber splicing. As a Project Manager at Florcom Telephone Services, Francis managed OSP projects, manpower, and client coordination. Earlier, he functioned as a Team Leader and Field Engineer at BBS-VPN Allied Service Inc., focusing on DSL/direct line and router installations, as well as fiber installation, splicing, and restoration.

Experience

  • Service Desk Operator

    BSO LTD · 2023 — Present
    Logged and responded to customer support requests, managing Service Requests and collaborating with globally based internal teams. Maintained necessary internal reports and generated performance reports for clients and suppliers. Compiled ad-hoc service reports to assist internal BSO teams. Identified required Service Credits and communicated with the accounts department. Oversaw BSO access control lists and user accounts for external support partners, while handling data management for service inventories and client/supplier contacts.

  • Customer IP Associate II

    PLDT INC. · 2018 — 2023
    Handled complex Enterprise services including the installation and troubleshooting of CISCO routers, FTTH SIMPLE installation, and troubleshooting of Fortinet Firewalls. Managed DEMARC installations and conducted ODF and fiber splicing.

  • Project Manager

    Florcom Telephone services · 2017 — 2018
    Managed all Outside Plant (OSP) projects, overseeing manpower and coordinating client relationships.

  • Field Engineer (Team Leader)

    BBS-VPN ALLIED SERVICE INC. · 2011 — 2017
    Led the installation and repair of DSL and direct line connections, as well as router setups. Conducted fiber installation, splicing, and restoration tasks.

Skills & Expertise

Rust DeveloperData Visualization SpecialistIT and NetworkingCustomer ServiceContent Creation

Education

  • Computer Programming (UNDERGRADUATE)
    COLAND SYSTEM INSTITUTE · 2011 — 2012
  • Secondary Education
    NOTRE DAME VILLAGE NATIONAL HIGH SCHOOL · 2009 — 2010