Knowledge Manager, System Analyst & Team Leader
Resume:
Marinel C. Santos
Sto. Niño, Marikina City
Cell No: 091*-***-****
Email ID: ******.*******@*****.***
Career Objective: Obtain a position within a growth oriented, progressive company which offers professional working environment and enables me to grow while meeting the company goals.
Expertise & Abilities:
Wide experience in Customer Service and Information Technology, both by phone & in-person.
Strong written & verbal skills.
Disciplined and very efficient functioning in dynamic & multi-tasking environment.
Capabilities to plan, arrange, and oversee working of others.
Work Experience
System Administrator /System Analyst (April 2017 – Present)
GAITCON, Inc.
System monitoring.
New accounts set-up and active directory administration.
oUser management, file access permission management (Move, Add and Change access).
Manage staff and user credentials & frameworks.
Troubleshoot technical issues.
Administer file systems, devices and network services.
Monitor system activity and security.
Self-training and advancement preparation.
Global Team Leader - Novartis (November 2016 – April 2017)
Wipro Philippines, Ltd.
Handle a group of 10 to 15 ITSD analysts.
Provides mentoring and feedback to analysts.
Accountable for staffing and teaching of analysts. Deals with customer service matters.
Express positive, supportive, and cultivation relationships with managers and group leaders.
Offered constantly high class and well-timed customer service to reach individual objectives and aimed performance levels.
Provides team members with clarity of performance expectations.
Knowledge Manager – Novartis (December 2015 – April 2017)
Wipro Philippines, Ltd.
Perform Reporting Activities.
Ensure that knowledge articles adhere to the defined framework for Knowledge content.
Create knowledge articles and ensure that knowledge materials are updated.
Approve or reject knowledge documents in a timely manner to enable service levels to be met.
Empower and endorse the role of the Knowledge Manager.
Promote the benefits of Knowledge management wherever possible.
IT Service Desk L1 Analyst – Novartis (October 2015 – April 2017)
Wipro Philippines, Ltd.
Remote resolution of technical incidents reported by end users regarding:
oPCs, laptops, printers, network connection, internet access, standard and client applications
oStandard and client software installation, configuration and update
Ensure all work is carried out and documented in accordance with required standards, methods and procedures.
Execute maintenance activity according to the procedure, report status about the result, escalates any non-documented or non-standard issue.
Maintain daily relationship with IT organizations and Business Customers.
Perform other duties assigned.
Global IT Service Desk Analyst (October 2013 – April 2015)
China Thread Development Co., Ltd.
Responsible for first level of IT Support. Screens, refers and diagnose all inquiries, work requests and reported issues related to IT-supported systems and equipment.
Performs Incident Management defined by the IT Team.
Performs and provide basic technical support functions on all supported Company’s IT Systems.
Performs basic troubleshooting on incidents related to PC hardware, Operating Systems and Applications.
Troubleshoots device problems in a timely manner and accurate fashion, provide end-user training and assistance when required, process trouble tickets based on department service levels.
Provides tier 1 support for Office 365 applications such as Exchange, Lync, SharePoint and OneDrive.
Maintain hybrid support for Exchange and Lync 2013.
Provides additional support in Citrix, Lotus Notes and Active Directory.
Ensures all customers are assisted in a timely and professional manner, and within the IT policies and procedures of the IT Department.
Dispatches request tickets to other IT organizations and follows defined IT escalation procedure to unresolved incident tickets.
Performs user account creation and modification on Active Directory, SAP, Every Angle, Office 365, MDM, AS400 and Lotus Notes.
Process SAP Transport Requests.
Observe strict compliance to licensing, copyright and trademark legislation.
Perform other duties assigned.
IT Service Delivery Analyst / SME (June 2011 – October 2013)
Transcom Worldwide, EDSA, Mandaluyong City
Remote resolution of technical incidents reported by end users regarding:
o PCs, laptops, printers, network connection, internet access, standard and clients applications
o Standard and clients software installation, configuration and update
o LAN and email support to end users
o User management, file access permission management (Move, Add, Change and Delete access)
o Telecom Agent management (Move, Add, Change and Delete access)
Provide phone and remote service assistance.
Ensure all work is carried out and documented in accordance with required standards, methods and procedures.
Execute maintenance activity according to the procedure, report status about the result, escalates any non-documented or non-standard issue.
Maintain daily relationship with IT organizations and Business Customers.
Escalate faults/query calls or trouble tickets to IT/Operations/Development Team/Service Delivery Second Line Support or Solution Delivery Development Teams and track until resolution (Incident Management).
Requires fundamental knowledge of basic systems analysis.
Evaluates, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for IT assistance from users experiencing problems with hardware, software, networking, telephony, and other computer-related technologies.
Familiar and able to support at least 75% of client-specific applications by following proper escalation procedures.
Coordinates the delivery of required services or solutions by a team of technical specialists or systems engineer.
Monitors and records all the progress and status of all cases to ensure that the committed service-level is fulfilled.
Monitors and records circuits, network, and server status and utilization to ensure systems availability or no downtime (Events Monitoring).
Monitors and records change request to configuration items.
Global IT ServiceDesk Analyst (March 2010 – June 2011)
J.P. Morgan Chase, Fort Bonifacio, Taguig
Provided a single point of contact for all users to report problems and assist to raise service requests.
Provided first level technical and IT support to bank users for troubleshooting problems.
Closed problems/incidents with confirmation of bank users.
Obtained advice from senior to solve the complex issues and they may lead to complains.
Responded quickly, receive calls and give solution to a problem.
Attended seminars/trainings to increase information in solving complex issues.
Operations Supervisor (February 2008- March 2010)
ePLDT Ventus, Inc., Espana, Manila
Directed and managed operations of inbound and outbound site to make sure that all operations employees perform service contracts at, or more than customer's standards.
Maximized productivity through better customer service, successful and timely communication, follow-up on each awaiting matter with customer.
Capable to use proper techniques and an adaptable interpersonal technique to make a consistent team and make possible the achievement of team objectives.
Maintained a fresh, professional and secure functioning environment by examining and planning maintenance, and making sure that each tool is correctly accounted for & in safe operational condition.
Utilized better communications talents to inspire staff and build up successful operational relationships with clients, peers & executives.
Tackled all employee working problems quickly and straight in reference to company employee policies /procedures.
Prepared and observed regular employment schedules and regulated so to make sure ample employment levels that maintain operational requires and business goals.
Handled and supervised managerial functions to make sure each formality was practiced professionally and in a well-timed method and met each compliance requirement.
Insured instructions, rules and processes were communed to each operation's employee.
Individually taught, educated and advised straight assistants and offered opportunities for career development through guidance and quality administration activities.
Ensured secure techniques, exercises and plans were executed and preserved.
Team Leader (February 2006- February 2008)
ePLDT Ventus, Inc., Espana, Manila
Handled a group of 18-customer service staff in the multi-base process.
Accountable for staffing and teaching of reps. Dealt with the customer service matters and objections, both in-person and by telephone.
Enhanced customer service stands on client reaction through growth of new policy and procedure
Helped in progress of new policy and procedure.
Helped in education of fresh customer service reps and juniors.
Expressed positive, supportive, and cultivation relationships with managers and group leaders.
Offered constantly high class and well-timed customer service to reach individual objectives and aimed performance levels.
Technical Service Representative (May 2005- February 2006)
ePLDT Ventus, Inc., Ortigas, Pasig City
Responsible in assisting users in resolving their technical issues over-the-phone.
Ensure that customer satisfaction is met.
Attended seminars of specialist which help in improve the thinking ability to solve the different problems.
Maintained strong relationship with end-users.
Trainings Attended
DB Wizard, Makati City - Configuring and Troubleshooting Windows Server 2008 Active Directory Domain Services – January 2014
Guthrie Jensen, Makati City - Effective Business Writing - November 2013
Recognitions and Achievements
2007 TL of the Year – ePLDT Ventus, Inc. (SPI Global)
2001 Silver Medalist – National College of Business and Arts
Educational Details
College: BSBA – Computer Management, May, 2001
National College of Business and Arts, Cubao, Quezon City
Secondary: Marikina Institute of Science and Technology, May 1997
Sta. Elena, Marikina City
Primary: Sto. Nino Elementary School, May 1993
Sto. Nino, Marikina City
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