** ******** ****** ********** ****** City 094********

ac0qqr@r.postjobfree.com

Date of Birth : January 28, 1985

Age : 32

Place of Birth : Manila

Civil Status : Married

Weight : 140 lbs

Height : 5'5

Language spoken : English, Tagalog

JOB EXPERIENCE

10/10/2016 - Present

08/06/2015 – 08/27/2016

10/8/2012 – 06/30/2015

Global Learning Solutions - IT Service desk (Careers Australia Group)

• Providing level 1 and 2 technical support for CAG employees; answering support queries via phone, email, web and Chat

• Maintaining a high degree of customer service for all support queries and adhere to all service management principles.

• Applying understanding and knowledge of procedures, information systems, tools and services in order to assist users

• User Account Management / Identity Management - Active Directory

IT Helpdesk Specialist – Goldmine CRM Support Technician – 3cubed (Homebased)

• Providing level 1 and 2 technical support for 3cubed clients; answering support queries via phone, email, web and Chat

• Maintaining a high degree of customer service for all support queries and adhere to all service management principles.

• Applying understanding and knowledge of procedures, information systems, tools and services in order to assist users

• Creating knowledge Articles regarding procedures, user guides, technical resolution etc.

• Serving as a technical advisor to users with complex systems issues by resolving or conferring with technical personnel

• All other duties as assigned.

IT Helpdesk Associate – J&J account, ACS Xerox Business Services - J&J account

•• Providing 1st line technical support for Johnson and Johnson; answering support queries via phone, email, web and Chat

• Maintaining a high degree of customer service for all support queries and adhere to all service management principles

• Applying understanding and knowledge of procedures, information systems, tools and services in order to assist users

• Identifying, investigating and researching user questions and problems as well as isolating and resolving IT problems

• Receiving and prioritizing issues and forwarding them using appropriate escalation procedures

• Briefing customers and/or management on the status of resolution efforts

• Serving as a technical advisor to users with complex systems issues by resolving or conferring with technical personnel

• All other duties as assigned.

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2011-2012 Technical Support Specialist - Cognizant Philippine

• Providing 1st line technical support for At&tUverse; answering support queries via phone, email, web and Chat

• Maintaining a high degree of customer service for all support queries and adhere to all service management principles

• Applying understanding and knowledge of procedures, information systems, tools and services in order to assist users

• Service vendor & internal customer inquiries.

• Documentation of cases handled and proper coding of results of customer interactions.

• Receiving and prioritizing issues and forwarding them using appropriate escalation procedures

• Briefing customers and/or management on the status of resolution efforts.

• All other duties as assigned.

2010-2011 Technical Support Representative – Telus International

• Providing 1st line technical support for Samsung Telecomunications of America; answering support queries via phone, email and web.

• Maintaining a high degree of customer service for all support queries and adhere to all service management principles

• Applying understanding and knowledge of procedures, information systems, tools and services in order to assist users

• Service vendor & internal customer inquiries.

• Documentation of cases handled and proper coding of results of customer interactions.

• Receiving and prioritizing issues and forwarding them using appropriate escalation procedures

• Briefing customers and/or management on the status of resolution efforts.

• All other duties as assigned.

EDUCATION

2002-2006

Bachelor of Science in Commerce Major in Financial Accounting

Far Eastern University

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