Ingrid Valentine P. Moreno

Blk. * Lot ** Mistletoe cor. Primrose St. Bloomfields Subd

Brgy. Pasong Putik, Fairview, Quezon City

Mobile number: (090*-*******

E-mail: ac4ly3@r.postjobfree.com

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

Contact this candidate