KATHERINE A. RANNING

Bldg B***, Makati Homes, Milkweed St., Rizal, Makati City, Philippines

094*-*******

acrz8p@r.postjobfree.com

OBJECTIVE

To assume a responsible position in the field of Customer service and Technical Support

SKILLS

Customer Service and Technical Support (Email, Live web chat and Telephone support)

Troubleshooter for software, hardware and internet connection, VPN

Excellent interpersonal and communication skills both written and verbal

Typing skill, Documentation and Stenography

Entrepreneur and selling skills

Knowledgeable and experienced in Technologies; Active Directory, Microsoft Exchange, Microsoft SCCM, Sharepoint2010, Mobile Enterprise messaging, VPN, CA trust Identity Manager

Ticket creation both incident management and Service request management and server Monitoring i.e Sonus, VRU, Big Brother, Hammer, Spectrum, PeopleSoft

Knowledgeable in the following tools: CRM, Siebel, Kana, Remedy, Oracle and CA Service Desk for Documentation / Ticketing.

SEMINARS/TRAINING

Youth leadership training

Pio Del Pilar Educational Institution, Makati City

"Are you ready on the dot.com revolution?" Entrepreneur primer on E-commerce

PUP Sta. Mesa, Manila

Software and Hardware training in Gateway and E-machines – Mirof- Alorica

Use and support for Hotmail webmail users – Sykes Asia

Troubleshooting of ISP issues for ATT users – Teletech Customer Care Management

Hardware and Software Training for Fujitsu Laptops, computers, Notebooks, etc – Infosys BPO

Off-Net and On-Net boxes, Networking training – West Contact Services

EDUCATION

Polytechnic University of the Philippines

A. Mabini Campus, Sta. Mesa, Manila 1999-2003

Bachelor of Science in Entrepreneurial Management

Pio Del Pilar Educational Institution

F. Zobel St., Cor., MorongSts., Poblacion, Makati City 1995-1999

WORKING EXPERIENCE

Unisys Philippines Limited LLC

5/f Gateway Tower Araneta Center, Cubao Quezon City

March 15, 2015 - Present

Provides Service Desk support for client globally - APAC, EMEA, N.A

Provides Email support in APAC Region specifically Philippines support. Creates ticket and assigns to relevant resolver team Provides troubleshooting for Shared Mail box, Shared drive, Map the printer, local and network printer. Installation of SAP application. Password reset for SAP applications depending on SAP systems, Password reset for Network log in, Issues with phones, Airwatch MDM, etc. Other task that may be assigned from time to time

COGNIZANT TECHNOLOGY SOLUTIONS

6/ F 10-18 Upper McKinley, Taguig

July 7, 2014 – Present

IT Helpdesk POS Support

Support in a 24/7 operation for Ruby Tuesday IT POS in the US for 800 Restaurants including Guam

Troubleshoots and resolving Hardware, POS systems, Internet equipments, Check issues, etc

Escalating issues to the right department

WEST CONTACT SERVICES

24/F Exportbank Plaza, Chino Roces Ave., Corner Sen Gil Puyat Avenue, Makati City

March 13, 2010 – September 20, 2013

Technical Support Specialist International (NETWORK OPERATION CENTER)

Provide a single point of contact for customers needing to resolve problems with their phone or computer systems by receiving service requests via phone, and logging such service requests in a complete, concise manner. Knowledgeable in Active Directory

System Monitoring Performance - Monitor various system functions and activities (e.g., EOS units, servers, LAN, telecom, etc.) continuously for problems

Technical Problem Resolution - Research and resolve basic problems escalating to appropriate departmental staff any issues that may adversely impact system

Team Interfaces/Customer Service - Establish and maintain a professional relationship with internal/external customers, team members and department contacts

Incident Management and Request Management tasks

Related Duties as Assigned

INFOSYS BPO COMPANY LTD

3F Market Market, Bonifacio Global, Taguig

May 11, 2009 – March 11, 2010

Senior Process Executive

Responsible in answering telephone call in a 24/7 operation for Fujitsu customer in the U.S, Canada and some parts in Europe.

Assisting Customer in troubleshooting hardware and software parts of Fujitsu notebook. Reinstallation of operating system, upgrading and downgrading, updating drivers, deleting upper and lower filters of cd/dvd drive. Checking specifications of Customer’s computer, Customer Service, Transferring call to tier 2 if necessary. Setting up RMA order and replacement of parts of the notebook using Oracle software

Knowledgeable in using Oracle software

TELETECH CUSTOMER CARE MANAGEMENT

Bldg F, SM Corporate Offices, 1000 Bay Boulevard, SM Central Business Park, Pasay City, 1300

December 03, 2005- February 23, 2008

Technical Support Representative Level 1

Handled Four LOB's (Line of Businesses) of AT&T Account like: DSL Queue, Select Queue, Vista Queue and Chat Queue.

Responsible in answering and troubleshooting customer's issue regarding AT&T High speed internet connection, e-mail issues- outlook and outlook express, checking the status of due date of customer's connection and setting up AT&T High speed connection and wireless connection. Configuring vista operating system connection, MAC operating system connection and other windows operating system connections.

Knowledgeable in using CRM (Customer Relations Manager) database. Instant Service console for (Chat support).

SYKES ASIA, INC.

28/F Robinsons Summit Bldg, Ayala Avenue, Makati City

August 08, 2005 to November 21, 2005

Customer Service Representative

Responsible in answering e-mails of customer regarding browser issue- for Microsoft MSN. Answering 60 e-mails per day, answering e-mails of customer regarding their authentication of account

Customer service support/ Password reset, Change of credentials, etc. Providing right steps to customer's issue concerning; password issue, HAC issue, parental control, registration, etc.

Knowledgeable in using Kana software for e-mail Queue/ Documentation

ALORICA PHILIPPINES, INC

33/F Wynsum Corporate Plaza Bldg, Emerald Ave, Ortigas, Pasig City

May 1, 2005 – July 14, 2005

E-mail Customer Service Representative

Responsible in answering customer's issue through e-mail- Gateway Product

Providing information regarding the status of their orders, permanent return items, replacing of orders and shipping status of customer's orders. Answering 40 e-mails per day and proper documentation

Kana Software for E-mail queue, Knowledgeable in Siebel database for documentation, Knowledgeable in JD Edwards system for tracking purposes, editing and process of orders for customer.

Chat Technical Support Representative

Troubleshooting hardware and software products of Gateway computers and providing troubleshooting steps to resolve customer's issue

Customer service support .Up selling gateway products, processing of orders

Knowledgeable in Siebel database for documentation, CF1 software queue for Chat, Knowledgeable in JD Edwards system for tracking purposes, editing and process of orders for customer.

MIROF RESOURCES INC

7/f philcox Bldg. 122 Salcedo St., Legaspi Village, Makati City

October 14, 2004 – April 14, 2005

E-mail Customer Service Representative

Contact this candidate