Lovelie Anne Concepcion

***-*-**.**** ********* Barracks Tala Caloocan City

094********

acwd7m@r.postjobfree.com

Professional Experience:

Hewlett-Packard Enterprise AP (Hong Kong) Ltd. Philippines ROHQ

(Under Contract to Action Labs)

Global Service Desk – IT Analyst/CCSS Technical Helpdesk L1

Global Request Management - Join, Move & Leave Team

Responsibilities Include:

Request Management

Non-Voice IT Support for Global Service Desk

Join Queue

1.Complete on-boarding IT requests for Staff Employees and Contractors requested by Clients from Americas, Europe, Asia Pacific and Middle East Regions

2.Provide appropriate Business Critical IT requests on Client Portal based on Client’s on-boarding IT request

3.Daily monitoring of IT requests to ensure employees receive Business Critical IT Requests within the Client’s Service Level Agreement

4.Creation and activation of placeholder accounts for on-boarding Clients

5.Creation of mailbox and enabling of Instant Messaging when applicable

6.Provide software access such as Focal Point Computer Groups and Software Distribution Groups, as required

7.Password Reset and Smartcard activation, when needed

8.Liaise with Clients and On-Site Support to coordinate on delivery of IT assets

Leave Queue

1.Complete off-boarding IT requests for Staff Employees and Contractors requested by Clients from Americas, Europe, Asia Pacific and Middle East Regions

2.Deletion of User Accounts of off-boarding Client

3.Revoke IT access of laptop/desktop

4.Removal of software access from laptop/desktop

5.Process cancellation of company mobile devices of off-boarding client, when needed

6.Ensure retrieval of IT Hardware from off-boarding Client by On-Site Support are met

7.Liaise with Client and On-Site Support to coordinate retrieval of IT assets

Central Cards Service Technical Helpdesk

Voice IT Support for Global Service Desk

1.Log tickets and routing to the correct leverage team to resolve a particular issue or tools problem.

2.Handle incident management and service request coming from the authorized end user.

3.Password Reset.

4.First level point of contact.

5.Manage Incident tickets.

PHILIPPINE BANK OF COMMUNICATIONS (PBCOM)

Ayala Avenue, Makati City 2014

On the Job-trainee, ISG-Technical Services Division/Helpdesk

Provided technical customer support including first level of Isolation.

Determined whether problems were due to connectivity or if they were higher layer problem.

Email-configuration

Provided support of installation and configuration of new applications

Involved in the Active Directory Clean-up project. Matching AD vs. AV

Creating service tickets and incident reports and tracking tickets

Configure Desktop Solution for Automation

Performs preventive maintenance

Handled end-users NT login and lock out issues.

Managed end-users problems/issues over the phone in helpdesk

Sorting and filling of UARF,SSJR and RMDS

Escalating tickets to vendors and workgroups

Technologies Used:

1.Citrix – Mobile Office Private

2.Active Directory Query

3.Directory Resource Administrator

4.Identity Provider

5.HPSM9

6.RSA security console

7.DWNG- HP OpenView Service Center

8.Sapphire

Trainings & Specializations:

Knowledge in Information Technology Infrastructure Library v3

SQL

MS Visual Basic

Basic Trouble Shooting Windows 7

Basic UNIX

Cisco Networking (AMA College)

Network Fundamentals

Routing Protocols & Concepts

LAN Switching & Wireless

Accessing the WAN

Educational Attaintment:

TERTIARY AMA Computer College Fairview Campus

2011 to 2015

Bachelor of Science in Information Technology

SECONDARY Tala High School

Caloocan City

2007-2011

Seminar Attended

Personality Development towards Public Speaking (AMA Computer College Fairview)

The Power of VB.6 and Vector Art in Photoshop(AMA Computer College Fairview)

IPV6(AMA Computer College Fairview)

Data Collection &Analysis Tools(AMA Computer College Fairview)

Foundations Skills Training (Infoworx)

Awards and Recognition:

Employee of the Month Awardee

Consistent Perfect attendance awardee

Outstanding Service Support awardee by Royal Dutch Shell

Outstanding Service Desk analyst in HP

Character Reference:

Mr. Lavern M. Ednalan

Helpdesk Analyst, PBCOM

091********

Ms. Gina D. Pinza

Head-Technical Services-ISG,PBCOM

091********

Contact this candidate