GRACE DEPASUCAT CACERES

** ****** ******* ******* ****

Mobile No : 099********

ac7cq1@r.postjobfree.com

Flexible and fast learner

Open-minded

Good oral and written communication

Knowledge in Computer Operations

July 2017 to May 2018 Hewlett Packard (Tech Sales)

9th Flr two ecom Mall of Asia

Troubleshoots HP product line (DESLTOP/ LAPTOP) all models

Assist user in setting up pc (brandnew or newly reset or repaired

Install softwares and hardware peripherals scuh as Bluetooth headset, wireless

Mouse, Camera, printer and scanner

Pc set up modem –router pc or laptop

Reset password recovery

Assist user in installing security softwares or pc antivirus

Re install windows, assist email set up

Pc recovery flushing BIOS, system recovery, pc reset

Assist on pc navigation

Sales support software antivirus and pc warranty

June 2016 – June 2017 Capital One Philippines Support Services Corp.

5150 North Bridgeway, Northgate Cyberzone,

Filinvest Corporate City, Muntinlupa City.

Responsibilities:

Provides assistance in Credit card Activation, Adding authorize users

Assist in Managing Online Banking

Process payment through checking and debit card

Release Pending payment (Fund verification with other banks)

Process LSRP (determines fraud charges or Disputes)

Aug 2010 – March 2011 Lexmark Research & Development Corporation

Lexmark Plaza 1, 2 & 3

Samar Loop corner Panay Road

Cebu Business Park

(Australia and New Zealand Account)

Responsibilities:

Provides support to Lexmark printer technologies (All-in-one printers, Dot matrix printers, Inkjet printers, Colour printers Mono Laser printers

Assist Client on how to do Scan to Email, Scan to Fax, Scan to File, Scan to ftp

Set up and Install the printer on a wireless network Setup

Configuring the printer wirelessly using WPS (Wi-Fi Protected Setup

Installing the printer on other computers

Setting up the printer to fax, Scan

Fax troubleshooting (Cannot send faxes,Cannot receive faxes)

On the phone assist on Printer repair, Paper jams, Clean print head, envelope printing, Cartridge installations .

Dec 2007 – Aug 2010 Convergys

Asiatown IT Park, Asiatown IT Park,

Cebu City, Cebu, Philippines

Account Time Warner Cable - Road Runner

Level 3 Technical Support / Mentor on Duty

Responsibilities:

Transition POC (Assist Transition Agents, does coaching)Sept 08-June 09

Vault Admin Functions (Outage Notification System)

Ticket Approvals (Guidelines for Tier3 Escalation Approval)

PHP Issues (PHP Troubleshooting, Tulix Escalations)

CAISS (CAISS Troubleshooting, CA Escalation Procedures)

Using Eventrak Tool (Creating NOC Tickets, Different Ticket Types)

ESS Tool (Understanding Call Volume)

Outage Notification System (How to post Outages, When to post Outages and When to Remove them)

Queue Management (Using Avaya CMS)

3D Queue Spreadsheet (How to Use the Sheet, Interpreting the Data)

Advanced Remedy Use (Creating Macros, Advanced Searches)

E-Paging (Understanding E-Page Process)

April 2007 – Dec 2007 TeleTech Customer Care Management Philippines Inc.

Oakridge IT Center, 880 A.S. Fortuna Street,

6014 Mandaue City, Cebu

Account Technical Support Engineer

Tier -1 Support (Accenture Account )

Responsibilities:

Troubleshoots internet Connections connection using DSL line, configurations and setting up connection using MAC/Windows computers to be able to connect to the internet.

Modem correct configuration of the modem and physical connection from the modem to the computer, supports 2wire modem, Speedstream 5100A and 5100B, Alcatel modem, etc. Providing guidance on proper installation of the modems together with there drivers and software.

Routers installation and connection(Belkin,D-link,Dell,Linksys,Netgear), from the modem-router- computer and proper configuration.

Mail Applications - providing correct configuration on their email programs such as Outlook Express,Outlook 2003, Mac Mail, Thunderbird, etc and troubleshooting.

Supports Windows XP, Windows Vista, MAC OS 8 to OS X and applications that supports Windows/MAC computers such as FTP software, browsers, etc.

January 2006 – March 2007 Technical Support Engineer and Customer Service Representative

CALLTEK Center International

4th Floor JY Building, Salinas Drive,

Lahug, Cebu City 6000

Responsibilities:

PC Networking for both Wired and Wireless

Configure Wireless cards(Orinoco,Belkin,D-link,Dell,Linksys,Netgear)

Network Infrastructure, WAN and LAN

Knowledge in VPN, Telnet, Cisco Router, Server

Provides support for all Windows OS, ME,2000,XP,VISTA

Provides support for all Macintosh OS 9 & OS X

Internet Browser(Safari,Mozilla,Netscape,IE all version)

Email Client Software (Outlook express,Microsoft Outlook 2003,2007

Windows Mail,Mac Mail)

Supports High Speed Internet Access (HSIA) systems for hotels

Billing Support provides real time check and credit card processing services

College

June 1998 – 2004 Bachelor of Science in Hotel and Restaurant Management

University of San Carlos

Cebu City

Secondary

June 1993 – March 1998 La Consolacion College

Bacolod City

Birth date: June 10, 1980

Sex: Female

Status: Single

Weight: 90 lbs

Height: 5’

Charibelle DeAcosta Catherine Paraiso

Unit Manager Team lead

Capital One Philippines Support Services Corp. Convergys

Mobile:091******* 091********

Kaito Shimizu

Team lead

Convergys

092********

Summary of Qualifications

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