Jennifer Joy S. Sanchez

* ******* **** #**-**

Singapore 080007

+65 84802777

ac0vzt@r.postjobfree.com

My experience with Technical Support and Service Desk helped me developed good organizational skills, analytical and logical approach to task and the ability to work under pressure within minimal supervision.

My main strengths are adaptability, dependability and the determination to get a work done as proven by my varied work experiences. I’m always eager to learn something new.

WORK EXPERIENCE

IT Helpdesk (Escalations Manager for Ireland Region)

Wipro Technologies Inc.

March 28, 2016 – April 13, 2017

Account: RSA

UK and Ireland Support

Manages escalated tickets to ensure resolution within a timely manner

Serves as the first point of contact for End-Users seeking technical assistance over the phone, chat or email

Determine the best solution based on the issue and details provided by the End-User

Worked with Active Directory to build user profiles, reset passwords, unlock accounts, modules assistance, etc.

Provide first level of troubleshooting to resolve End-Users concerns

Provide assistance via remote control service in order to install software or resolve an issue or request

Create trouble tickets and entered them into a database and correctly refer them to the appropriate team members

Provided responses to inquiries in writing using professional email skills

Technical Support Representative

CONVERGYS

Nov 19, 2013 – Jan 10, 2016

Account: HP

IPG and Cloud support

Provides assistance to customers with printer hardware concern, software and connection issue

Provides quality customer service

Knowledgeable with sales of warranty, inks and printer upgrades

Knowledgeable with connection of printer to Windows, Mac, IOS, Android and Chrome OS

April 23, 2012 – Oct 15, 2013

Account: AT&T UVERSE

ICM Trained

Provides quality customer service

Provides answers to customers by identifying problems; researching answers; guiding client through corrective steps

Knowledgeable with CVOIP, IPTV, HSIA

PERSONAL INFORMATION

Single. A graduate of Bachelor of Science in Nursing, Manila Central University, Philippines.

Interested with technologies and new trends. Knowledgeable with Active Directory, Citrix, ServiceNow, Lotus Notes, MS Office, Cloud Services, Operating Systems such as MacOS, Windows, Basic Linux, Chrome, and Android.

Passion for music, reading books, animals, fashion and travel.

EDUCATIONAL & PROFESSIONAL BACKGROUND:

Bachelor of Science in Nursing

Manila Central University

Manila, Philippines

Year Graduated: 2010

Trainings/Seminars:

IP ADDRESSING AND SUBNETTING FOR CCNA

Online Training Course

MNet IT Solutions – Computer Training School

May 2017

BASIC LINUX

Online Training Course

MNet IT Solutions – Computer Training School

April 2017

COURSE FOR CALL CENTER AGENT NC II

Informatics Computer Institute

Bulacan, Philippines

March 2012

Contact this candidate