Administrative Assistant Customer Service

JOHN ALDRIN G. PENAL

Expertise: Service Desk Analyst / Technical Support / Administrative Assistant

Current Address: Villa 54, Al Kawakeb St, New Salata 40 Doha, Qatar

Qatar Mobile Number: +974-********

Email: ***************@*****.*** / ***************@*****.***

Facebook: https://www.facebook.com/TheJohnAldrinP

OBJECTIVE:

My main objective is to maximize and also impart all the knowledge I've learned for the past years particularly in the field of administrative and information technology in a challenging workplace to provide exceptional customer and technical service.

SKILLS:

Proficient in English and Tagalog language.

Proficient in Microsoft Office and Outlook.

Logging and processing incidents and request calls.

Great attention to detail, organization and time management.

Effective in telephony and email support.

Knowledgeable in using Active Directory.

Ability to multitask in fast environment.

Ability to perform any administrative jobs.

Fast learner, positive and happy attitude.

Installing and configuring computer hardware/ software systems.

Investigating, diagnosing and solving computer software and hardware issues.

WORK EXPERIENCE:

Company: Fujitsu Philippines (IT)

Position: Service Desk Analyst

Time Period: August 2016 – February 2019

Website: http://www.weserv.com/ / Telephone: (PH) +632*******

Address: 11F Net Square Bldg. 28th St. Cor. 3rd Ave. Crescent Park West, BGC, Taguig City 1634, Philippines

Worked in a financial account based in Australia; Linkgroup. Served as a Service Desk Analyst in a business to business environment.

Provide daily technical support via call or email to all end users. Ensure prompt and accurate resolution of incidents and service requests and ensuring that user is well informed and expectations are properly set.

Logging and keeping records of all user queries using ServiceNow and following up with end user to avoid breached SLAs.

That being said we are required to apply the appropriate severity of all incidents, perform initial diagnostics, check for regular updates and escalate to the correct resolver group if necessary.

Responsible in resolving technical related concern, basic to advanced troubleshooting, desktop, mobile applications and hardware applications.

Installation, configuration and troubleshooting software tools such as; AS400/ Sahara, IBM Notes, HP Records Manager, CAD, Cisco Telephony, Skype for Business, MS Office, Outlook and Exchange.

Common issues that we received are login issues. We are tasked to perform password resets. We also perform remote support for issues that requires further investigations and replications.

Aside from performing software and hardware troubleshooting we are also responsible in creating network logins for all Linkgroup employees using Active Directory.

We are to check and identify carefully the level of access that will provide considering the information on the request and the job description of the said user.

We administer user network accounts, including set up, updates or changes and even account terminations.

We are tasked to identify root causes of help desk incoming calls in order to pro-actively reduce overall volume and recurring issues.

Company: iOpex Technologies (BPO)

Position: Technical Sales Specialists

Time Period: July 2014 - August 2016

Website: https://www.iopex.com/ / Telephone: (PH) +63-2-8780720

Address: Unit 12A & B, 12F Net Lima, 5th Ave. Cor. 26th St, Bonifacio Global, Taguig City 1634, Philippines

Worked in a US based telecommunication account; Freedompop. The company provides a wide range of products such as; smartphones, tablets, pocket wifis, modems.

We are the first line of support to perform in depth computer, smartphone and connectivity troubleshooting.

We are responsible in providing technical assistance to all our customers particularly setting up their devices and data plan activation.

The company is using a “messaging application- VOIP” in which they offer free data, calls and text. That being said I have basic knowledge in software application that uses VOIP system.

Provide a customer-centric and responsive experience to all our consumers and proactively offers products and other services during calls.

We identify customer needs and propose the efficient solutions and seek assistance team leads if it’s applicable.

Configure, price and process orders on customer’s behalf. Accepts order and advice delivery wait time and order fulfillment with the operations.

Actively participates and collaborates with the team members particularly on target meetings and day to day agenda.

Company: Sykes Asia Inc. (BPO)

Position: Technical Support Specialists

Time Period: June 2013 - July 2014

Website: https://www.sykes.com/philippines/ / Telephone: +1-800-***-****

Address: Shaw I Upper G/F Worldwide Corporate Center Shaw Blvd. Mandaluyong 1554, Philippines

Worked in two US based accounts; Pearson Education (Media) and Centurylink (Telecommunication).

Pearson Education offers online classes and ebooks, we usually resolves all technical issues with web, desktop and mobile applications and hardware devices.

Centurylink is an Internet Service Provider our task is to assist customer in all their technical needs, particularly in setting up their connection to the internet.

We are the first line of support to perform in depth computer software and connectivity analysis.

Worked as part of the operations team to ensure that products and services are functioning correctly.

We ensure coordination and response to all customer service requests in a prompt and proper manner.

We provide the most efficient customer service and technical advice for all our customer, particularly for those first time users.

Worked with customer all throughout the call in identifying hardware/ software issues.

Answers inbound and outbound calls, answers emails and other form of escalation in a timely manner.

Logging and keeping records on all internal or external queries by creating tickets for documentation reference.

Exhausting all tier 1 troubleshooting and seek assistance to tier 2 if necessary, in identifying the root cause of the problem thus providing further investigation if necessary.

Company: The Manila Times (Journalism Internship)

Position: News Writer, Administrative Assistant

Time period: November 2012 - March 2013

Address: 3/F Sitio Grande Bldg., 409 A Soriano Avenue Intramuros Manila 1002, Philippines

Deployed and assigned to different beat areas to gather news for publication.

Identify and write breaking news stories and interviews on different media outlets and government offices.

Ensure to come up with a story that’s purely factual with minimal errors before sending to editor in chief.

Writes news stories for publication from written or recorded notes from valid interviews or conferences.

Assigned to a professional news writer and assist her with all administrative tasks such as directing calls and emails.

Perform all required clerical jobs such as photo copying, printing, faxing and telephony for research purposes.

Fact checks written articles, verify accuracy of facts and obtain additional information from reliable resources.

Company: GMA Network Center (Broadcasting Internship)

Position: Production / Administrative Assistant

Time Period: March 2012 - November 2012

Address: 6/F GMA Network Center EDSA corner Timog Ave. Diliman, Quezon City 1101, Philippines

Worked in a TV program; GMA News TV’s “Bawal ang Pasaway kay Mareng Winnie”.

Meet and directs talents and important clients to the appropriate staff member and provide necessary information.

Perform all administrative tasks such as; answering phone calls, emails and faxing institutions for research purposes.

Maintains general filing of records of any important documents such as, letters, scripts, schedules, receipts.

Sort and assemble research packets for crew and talents. Print and distribute important documents.

Assist in set designs, script rewrites and other tasks assigned to you by the producer or the program director.

Upkeep and maintain department contacts, third party vendors and other resource list.

Receives, direct, important telephone calls or email messages to the correct person.

Assist in planning and preparation of meetings of production and set designs.

Assist director in organizing day to day agenda, following up pending matters and identify which to prioritize.

Additional duties provided by producer/ program director as required to maintain efficient production environment.

EDUCATION:

Tertiary Education (2009-2013)

Bachelor of Science in Mass Communication Major in Broadcasting and Print Media

Philippine Christian University

1648 Taft Avenue, Pedro Gil St, Manila Philippines, 1004

Secondary Education (2005-2009)

St. Joseph High School

Barangay. Malasin, San Jose City, Nueva Ecija 3121, Philippines

Elementary Education (1999-2005)

St. Joseph Elementary School

Bonifacio St. San Jose City, Nueva Ecija 3121, Philippines

AFFLIATIONS:

Samahan ng Mag-aaral sa Komunikasiyon (Samaskom)

College Organization - College of Arts Science and Social Work

Member since 2009-2013

Samahan ng Mag-aaral sa Komunikasiyon (Samaskom)

College Organization - College of Arts Science and Social Work

Auditor since 2012-2013

PERSONAL INFORMATION:

Full Name: John Aldrin De Guzman Peñal

Permanent Address: 8-A Pascual St. San Jose City Nueva Ecija 3121, Philippines

Current Address: (QA) Villa 54, Al Kawakeb Street, New Salata 40 Doha, Qatar

Mobile: (Qatar): +974******** / (PH) +639*********

Email: ***************@*****.*** ***************@*****.***

Birth Place: Gapan City Nueva Ecija 3105, Philippines

Birth Date: October 3, 1992

Age: 26

Gender: Male

Marital Status: Single

Citizenship: Filipino

Religion: Roman Catholic

Language: English & Tagalog

Mother’s Name: Delia De Guzman Peñal

Father’s Name: Virgilio Estrella Peñal

Home Address: 8-A Pascual St. San Jose City Nueva Ecija 3121, Philippines

In case of emergency: (Sister) Anna Liza De Guzman Peñal (Sister) Karen Peñal Esquillo

In case of emergency mobile number: (Qatar): +974******** (PH) +639*********

REFERENCE:

Noemi Sayson

Position: Department Head of College of Arts Science Social Work, Philippine Christian University

Office Address: 1648 Taft Avenue Pedro Gil St Metro Manila 1004, Philippines

Mobile: (PH) +639*********

Krisette Grajo

Position: Production Administrator, GMA News TV

Office Address: 6/F GMA Network Center EDSA corner Timog Ave. Diliman, Quezon City 1101, Philippines

Mobile: (PH) +639*********

Tita Valderama

Position: OJT Supervisor, The Manila Times

Office Address: 3/F Sitio Grande Bldg. 409 A Soriano Ave. Intramuros Manila 1002, Philippines

Mobile: (PH) +639*********

Chuck Caberoy

Position: Team Lead – Centurylink, Sykes Asia Inc.

Office Address: 23 Gilmore Cor. Aurora Blvd, New Manila, Quezon City, Metro Manila 1112, Philippines

Mobile: (PH) +639*********

Albemae Jacob

Position: Team Lead – Freedompop, iOpex Technologies

Office Address: Unit 12A & B, 12F Net Lima, 5th Ave. Cor. 26th St, BGC Taguig City 1634, Philippines

Mobile: (PH) +639*********

JR Katigbak

Position: Team Lead – Dell TMPS, Fujitsu Philippines

Office Address: 8F Net Square Bldg. 28th St. Cor. 3rd Ave. Crescent Park West, BGC, Taguig City 1634, Ph

Mobile: (PH) +639********

I hereby certify that the above information given are true and correct as to the best of my knowledge.

JOHN ALDRIN G. PENAL

2019

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