To be able to work in a successful and result oriented company where I can contribute my knowledge in the fulfillment of its corporate vision and would further develop and expose my talent in terms of dedication and willingness towards work base on my knowledge and respective skills.

EDUCATIONAL BACKGROUND

AMA COMPUTER COLLEGE East Rizal – 1998-2004 Branch, Marcos Highway, Antipolo City

B.S. Information Technology

-Cisco1&2

-Basic Java &C++

-Structured Cabling

-Introducing COBOL

ROOSEVELT COLLEGE- Sumulong highway, Cainta Rizal

GREENVILLE COLLEGE- Belfast Street Green Park Village, Pasig City

WORK EXPERIENCE

Incident Technical Management Analyst

November 2016 – Present

ATOS

1880 Bldg Orchard ave, Eastwood City, Bargy Bagumbayan Quezon City

-Check process updates

-Check updates from immediate manager

-Use ESS for daily attendance

-Login through Citrix

-Use Workspace for auxes

-Check email for email assignments

-Create tickets through Remedy Ticketing Tool

oNew Service Request

oAlert Request

oService Catalogue Request

oSev 1 and 2 Incident ticket

Create Global Incident Posting

Create Unplanned Notification

Create incident ticket for Production and Immediate server restart request

Call the TSM (Technical Service Manager) through Workspace and get information through Comm2 Web application

oCreate Email and ticket for Decommission Servers

oCreate ticket and Assign tickets for Patching Servers

Provide Notification to the concerned teams

Graphic Artist / Virtual Assistance

June 2016 – November 2016

Off 2 Assist

-Graphic Artist

oCreate Open Houses Brochures

oCreate Sold Houses Brochures

oCreate Reserved Houses Brochures

oCreate Trifold Brochures

oPost on Social Medias of created Brochures

oDesign some company items

oUpdate finished task on Dropbox and Slack App

oUse Skype and Slack for Communication

oUse of Timeinclock for daily attendance

-Lead Generation Specialist/Virtual Assistant

oReceive calls through Mojo

oMeet quota of 4 sure leads

oReports to immediate supervisor for sure leads

oParticipate on all Managerial Meetings

oParticipate on team meetings

Service Desk Trainer/Business Analyst

December 2014 – June 2016

Carlson Wagonlit Travel

-Teachers Module of Process training Process and Tools

-Associate BQM (Bottom Quartile Management and PKT (Product Knowledge Test).

-Provides Side Barging and Side by side coaching from what agents learned from weekly training and KB (knowledge base) Update.

-Phone Support – attend to ACD Calls, answer inbound and conduct outbound call

-KB (Knowledge Base) Associate - Discuss and Edit KB

-Log/Document/Monitor Service level when team lead is not yet available on the floor

Password Reset

Remote wireless

Collaboration Tools

Telephone Voice

Remote Computer

Messaging

Hardware

Application Services

Severity 1 incident or outages

Triage – Resolve/Close Redirect tickets within Pre OLO/SLO or due dates

Handle Severity1-2 tickets or escalations

oRespond to Ticket / Request follow up via email of outbound calls or through any specific tools

oContribute / take part/ attend to team meetings or huddles

SME/OIC/TL/Service Desk Trainer

Jan 1 2013- December 2014

CitiBank to IBM IBS

-Teachers Module of Process training

-Calls, ticketing, Process and Tools

-Associate Mock calls after Process training.

-doing Side Barging and Side by side coaching for quality of trainees on the floor.

-Coaching Tickets – Attend/Monitor and Close tickets with in pre-defined SLO

-Phone Support – attend to ACD Calls, answer inbound and conduct outbound call

-Log/Document/Monitor request and incident tickets of Top8 Products directed to CLIENT

-Attended LCT- Learning Center Training- Facilitator Training Sept 9-11 2014

Password Reset

Remote wireless

Collaboration Tools

Telephone Voice

Remote Computer

Messaging

Hardware

Application Services

Severity 1 incident or outages

Triage – Resolve/Close Redirect tickets within Pre OLO/SLO or due datesoHandle Severity1-2 tickets or escalations

oRespond to Ticket / Request follow up via email of outbound calls or through any specific tools

ooContribute / take part/ attend to team meetings or huddles

Nov 2012-Jan 2013

IT Service Desk Analyst

CitiBank

-Phone Support – attend to ACD Calls, answer inbound and conduct outbound call

-Tickets – Attend/Monitor and Close tickets with in pre-defined SLO

-Log/Document/Monitor request andincident tickets of Top8 Products directed to CLIENT

Password Reset

Remote wireless

Collaboration Tools

Telephone Voice

Remote ComputeroMessaging

Hardware

Application Services

Severity 1 incident or outages

-Triage – Resolve/Close Redirect tickets within Pre OLO/SLO or due dates

-Handle Severity 1-2 tickets or escalations

-Respond to Ticket / Request follow up via email of outbound calls or through any specific tools

-Contribute / take part/ attend to team meetings or huddles

April 18 2011 – November 2012

IT Service Desk Analyst

SQME Professionals deploy to CitiBank

-Phone Support – attend to ACD Calls, answer inbound and conduct outbound call

-Tickets – Attend/Monitor and Close tickets with in pre-defined SLO

-Log/Document/Monitor request and incident tickets of Top8 Products directed to CLIENT

Password Reset

Remote wireless

Collaboration Tools

Telephone Voice

Remote Computer

Messaging

Hardware

Application Services

Severity 1 incident or outages

-Triage – Resolve/Close Redirect tickets within Pre OLO/SLO or due dates

-Handle Severity1-2 tickets or escalations

-Respond to Ticket / Request follow up via email of outbound calls or through any specific tools

-Contribute / take part/ attend to team meetings or huddles

December 20 2010 –February 1 2011

Remote Technical Support (Home base)

Unlimited Tech Support /MMC

Home Base

-Check the customer first if they agree to the said service charge

-Double check if the customer paid the service

-Check if the customers PC have Virus

-Probe for the necessary problems

-Do technical step by step procedure on software

-Check if there is other problems

October 22, 2008 – April 5, 2010

Customer Interaction Agent

Telus International Philippines

31 Discovery Center ADB Ortigas Pasig City 1605

-Check Technical Problem if problem wont solve sell Spare Parts and Accessories

-Check Warranty of each computer and sell Extended warranty if needed

-Chassis Support for Spare Parts

-Must be updated to all Program (Applications and Operating System Management Support)

-Sales Support

-Customer Experience

June 2007 – July 2008

Customer Service Representative

ICT Marketing Services

MK-2 Bldg. Riverbanks Marikina City

-Calling for response to conduct Survey

-Call for TL/Coach immediately if respondent ask for a Supervisor

-Dispose all call in correct disposition codes

-All Q.A report must be submitted to the Office and ask for supervision if grade is lower than 80%

March 2006- September 2006

Professional Game Trainer

Play Forum International

1801 Antel Bldg. Ortigas Center Pasig City

-account WOW (World of Warcraft)

-explain the rules and regulations of the company according to the account that I handle to the trainees

-explain the rules andregulation of the game it self

-PK(player Kill)

-MOBS or disorderly crowd monsters to kill

-Chatting to another player most specially Koreans

Professional Game Masters (PGM) / Game Trainer

-WOW (World of Warcraft)

-Lineage I

-Ask for our supervisor if we experience PK (Player Kill)

-Ask for our supervisor if we got an epic/legendary items

-Required to put in twelve (12) hour shifts

October 25, 2004 – February 9, 2005

Technical Support Representative

SITEL Philippines

Cyber One Building 25th floor #11Eastwood Avenue E. Rodriguez Jr. Ave. Quezon City

-Technical Support - Program (Applications and Operating System

-Warranty Support Management Support)

-Chassis Support - Sales Support

-Customer Experience

CHARACTER REFERENCE

Allen James Skribikin

Appointment Setter

Home Based Off2Assist

Phone:092********

Zahra Mongoso- Cruz

My ODesk

Appointment Setter

Homebase

SSS Village Marikina City

Phone: 091********

Jona Castro

CWT (Carlson Wagonlit Travel)

ITBA /Global Service Desk

Zuellig Bldg, Paseo de Roxas, Makati Ave, Makati City Manila 1272

Phone: 093*-***-****

Contact this candidate