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Brian M. Letargo

Senior Specialist I

Work History

JP Morgan Chase and Company

June 2016Present

Senior Specialist I

  • Branch Technology Support/Helpdesk
  • One-stop phone support of Chase branches in the US
  • Provide technical support to Chase branch bankers and tellers with their desktop/laptop hardware and software issues
  • Manage Active Directory of branch employees
  • Provide application walk-through support and answer procedural questions
  • Open tickets to the correct tier 2 support groups/queues with complete accuracy and precision
  • Provide prompt and professional escalation of issues as requested/required

Cognizant Technology Solutions

Jul 2012May 2015

Process Specialist

  • Team Lead  (August 2014 - May 2015)
    • Secured a US Visa (valid for 10 years, until 2024) and was sent to the US as member of the Knowledge Transfer Team for the new help desk account.
    • Handled 15-20 associates.
    • Performed coaching and huddle sessions with the associates.
    • Took escalated calls and provided immediate resolution.
    • Regularly attended client meetings.
    • Managed call queue to make sure that all calls are being answered on time.
    • Monitored service level and made sure that it was being met.
    • Monitored issues being received by the desk to identify any potential outage/s.
  • Quality Assurance Lead(May 2013 - July 2014)
    • Handled 2-3 Quality Assurance Associates.
    • Performed coaching and huddle sessions with the other QAs.
    • Facilitated QA Talk with the new hires.
    • Coached L1 and L2 associates regarding their QA performance.
    • Represented the Quality Team during Client Meetings.
    • Ensured that all deliverable were completed on time.
    • Ensured that all reports were sent on time.
    • Audited calls and tickets to ensure the quality of calls and documentation.
    • Facilitated QA call and ticket audit calibration with the managers and team leads.
    • Performed DSAT and Long Call Analysis.
  • Quality Assurance (December 2012 - April 2013)
    • Audited calls and tickets to ensure the quality of calls and documentation.
    • Coached L1 and L2 associates regarding their QA performance.
    • Facilitated QA Talk with the new hires.
    • Facilitated QA call and ticket audit calibration with the managers and team leads.
    • Ensured that all deliverable were completed on time.
    • Ensured that all reports were sent on time.
    • Performed DSAT and Long Call Analysis.
  • Level 1 Agent - Technical Support (July 2012 - November 2012)
    • Troubleshoot Point of Sale (POS) Terminals.
    • Troubleshoot POS peripherals like scanner, printer , cash drawer, etc.
    • Troubleshoot stores' local server with high priority.
    • Provided immediate resolution to connectivity and network issues.
    • Troubleshoot back office reporting tool of the stores.
    • Worked with Verizon Technicians in resolving internet related issues.

Sutherland Global Services

Oct 2010Jun 2012

Technical Support Specialist

  • Responsible in assisting customers for installation and updating software.
  • Remotely accessed and connected to customer's system if and when needed.
  • Perform Windows updates.
  • Responsible for the configuration and setting up of computer networks to use the multi-user feature of the software.
  • Setting up files/folder permissions and network sharing options.
  • Recognized for outstanding CSAT.

APAC Customer Care

Feb 2008Sep 2010

Claims Analyst

  • Responsible for giving excellent customer service to US clients.
  • Interpretation of Medical Claims.
  • Verification of Medical Benefits.
  • Responsible for coaching newly hired agents.
  • Recognized for excellent quality scores.
  • Consistently recognized for perfect attendance.

ePLDT Ventus

Aug 2006Jan 2008

Senior Customer Service Reppresentative

  • Handled technical support concerns of customers.
  • Successfully sold different electronic/non-electronic products to clients overseas.
  • Recommended best products as per customer’s needs/concern.
  • Responsible for giving excellent customer service to US clients.
  • Was able to deal with irate customers on a professional manner.
  • Assisted customers for credit card application online and over the phone.
  • Responsible for coaching newly hired agents of the campaign.
  • Recognized for excellent quality and sales metrics.

BVE CONSTRUCTION & DEVELOPMENT

Nov 2005Jul 2006

IT Support

  • Provides leadership, integrative management, and direction for the Company's shared information systems, to include strategic planning, budgeting for information technologies, and coordination and integration of all company IT matters.
  • Provided technical support to all company staff and Maintain/troubleshoot Company’s equipment.
  • Setup and managed the Internet Connection.
  • Setup and maintained company wide virus scanning software.
  • Installed Linksys Wireless LAN.
  • Installed, repaired, upgraded, maintained and configured PC’s, Network, Routers and printers.
  • Provided an on-site, remote or phone support to company employees.
  • Supervised the assessment of all critical system issues and recommended an appropriate solution.

Education

University of the Philippines at Los Baños

Jun 1999Oct 2005

Bachelor of Science in Computer Science

Skills and Interest

  • Operating Systems: Windows Servers, XP, Vista, Win7, Win8, Linux, DOS
  • Office: Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook
  • Programming Languages: Pascal, Turbo Pascal, C, C++, Java, Python
  • HTML Editing Tools: Macromedia Dreamweaver, Microsoft FrontPage
  • Developing web applications using web technologies such as CGI scripts
  • PHP, ASP, JavaScripts, JavaApplets, XHTML

Personal Information

Born on October 20, 1982 to Guillermo Letargo and Salina Merabite. Has interest in the fields of Customer Service, Sales and Information Technology. Open-minded, optimistic, hard working, and a fast learner.

References

Available upon request.