Active Directory Customer Service
Resume:
Ingrid Valentine P. Moreno
Blk. * Lot ** Mistletoe cor. Primrose St. Bloomfields Subd
Brgy. Pasong Putik, Fairview, Quezon City
Mobile number: (090*-*******
E-mail: *******.******@*****.***
Summary of Qualifications
Experience includes proper call management and technical troubleshooting over the phone as an IT Helpdesk/Level 2 Technical Support Representative
Experienced in billing, product services and features for a telephone company
Knowledge in VOIP troubleshooting
Experienced in establishing sales and circulation goals and motivating team mates to attain goals
Heavy focus on customer service of subscribers, advertisers and inter-company clients
Highly competent with Windows, MS Office, Internet Explorer and Networking
Familiarity with Citrix, Clarify, Siebel, Remedy, AS400, Control F1, Dame Ware, Cisco VPN, RSA Secure Manager, Kronos and MS Outlook 2003, 2007 and 2010
Trainings Attended
IBM DAKSH - Stratified Training on Voice and American Accent
Training on DHCP, Active Directory, IP, Citrix, and computer troubleshooting
Work Experiences
RemoteStaff Inc – Work from Home
IT Support Specialist
12/16 to 09/17
Experienced with Active Directory
oCreating, modifying, disabling and deleting user account
oAdding file server access
oAdding printer access then mapping printer on users computer
oNT password unlock and reset
oCreating email account and adding user on the exchange
oServer creating, modifying, deleting distribution list
Provide remote access support using VNC and RDP
Installing software
Adding and removing pc in domain
Email set-up (outlook 2007, 2010, & 2013)
Troubleshoot e-mail issue
Troubleshoot MS Office 2007, 2010, 2013 issues
Troubleshoot network related issues (cannot access intranet and internet)
oBlocked sites - limited internet connection
oNT re-profile
oSecurity policy
Logistics work
oEntering order on the Smartsheet
oContact Supplier for order and follow-up through email and call
oMake sure that orders arrived on time
SGV & Co. ( Ernst & Young)
IT Help Desk Level 2
09/15 to 01/17
Experienced with Active Directory
oCreating, modifying, disabling and deleting user account
oAdding file server access
oAdding printer access then mapping printer on users computer
oNT password unlock and reset
oCreating email account and adding user on the exchange
oServer creating, modifying, deleting distribution list
Provide remote access support using VNC and RDP
Re-imaging pc
Installing software
Adding and removing pc in domain
Email set-up (outlook 2007, 2010, & 2013)
Troubleshoot e-mail issue
Troubleshoot MS Office 2007, 2010, 2013 issues
Troubleshoot network related issues (cannot access intranet and internet)
oBlocked sites - limited internet connection
oNT re-profile
oVPN connection
oSecurity policy
oRSA Token ( add, delete, modify) user access
oResync RSA Pin
Acquire BPO
IT Service Desk
04/14 – 08/15
Experienced with Active Directory
oCreating, modifying, disabling and deleting user account
oAdding file server access
oAdding printer access then mapping printer on users computer
oNT password unlock and reset
oCreating email account and adding user on the exchange
oServer creating, modifying, deleting distribution list
Provide remote access support using VNC and RDP
Re-imaging pc
Installing software
Adding and removing pc in domain
Email set-up (outlook 2007, 2010, & 2013, Round cube, Thunderbird)
Troubleshoot e-mail issue
Troubleshoot MS Office 2007, 2010 issues
Provide proximity badge access
Troubleshoot network related issues (cannot access intranet and internet)
oBlocked sites - limited internet connection
oNT re-profile
oVPN connection
o Security policy
Arvato Digital Services
IT Helpdesk Shift Lead
10/12 – 02/13
Provide coaching and mentoring to my team
Monitor and evaluates team performance
Make sure that team members meets the KPI metrics
Resolved issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction
Produces quality work and results
Perform related tasks as needed or assigned
Siemens Business Services, Inc
Siemens Operating Companies/Nike/Harrahs Account Libis, Q.C
02/07 – 05/10
Worked as an IT Helpdesk OIC for Siemens Healthcare and Siemens Medical employees
Worked as an IT Helpdesk OIC for Harrahs Entertainment Inc. based in the U.S.A.
Worked as a Team OIC for Nike Inc. and Harrahs Entertainment
Conducted coaching sessions focusing on the KPI of the team and individually
Provided Technical support and quality assured services over the phone
Make sure that SLA, AHT and quality assured services are met
Education
BS Computer Science
Interface Computer College. Recto, Manila, 1998 - 2002
Immaculate Heart of Mary College
Aurora Blvd, Quezon City, 1991-1995
Antonio A. Maceda Integrated School
Sta. Mesa, Manila, 1985-1991
Other Pertinent Information
Birth Date: February 14, 1978
Height: 5’5”
Weight: 125 lbs
Language Spoken Fluently: Filipino, English, Japanese
References
Joseph Gonzales
Transitions Manager
Siemens Business Services, Inc.
23rd flr. Cyberone Bldg Cybermall
Brgy. Bagumbayan Eastwood City Libis, Q.C.
Darwin Dela Cruz
Team Leader
Siemens Business Services, Inc.
23rd flr. Cyberone Bldg Cybermall
Brgy. Bagumbayan Eastwood City Libis, Q.C.
John Santos
IT Helpdesk Team Lead
Arvato Digital Services, Inc.
5th flr. E commerce Bldg #1 Garden Rd. Eastwood City Libis, Q.C.
Mr. David Aaron Paul Aranas
Acquire BPO Desktop Team Supervisor
LG-C Left Wing Lower Ground Floor, Worldwide Corp. Centre, Shaw Boulevard, Mandaluyong City
Andrew Florendo
IT Helpdesk Senior Lead
SGV & Co. (Ernst & Young)
2nd Floor SGV II 6760 Ayala Ave. Makati City
I hereby, certify that the above information is true and correct to the best of my knowledge and belief.
Ingrid Valentine P. Moreno
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