Technical Support Engineer

JANNEFER LEYVA VILCHEZ

Phase* Blk.* Lot* Twiligt St. Sunrise Hills Subd.

Brgy. Sabang Dasmarinas, Cavite

4800

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

Contact Number: 090********

EXPERIENCES:

Salesforce Premiere Support – Tier 2 – Cognizant (Hanstone Square Bldg., Ortigas Pasic City)

November 2013 Present

• Salesforce Administration – Continuing customization and development, User

Maintenance

• Support, Maintenance, Training and Creating Reports & Dashboards

• Communicate future Salesforce releases & enhancements & keep materials up-to-

date

• Design configure and test changes in SFDC

Certifications:

• Salesforce Certified Administrator

• Salesforce Certified Force.Com Developer

• Salesforce Certified Advance Administrator

Technical Support Software Engineer – Shore Solutions (Greenfield District Mandaluyong

City) March 2012 – October 2013

• Identify, mitigate, research, reproduce, troubleshoot, escalate and respond to client

technical concerns

• Communicate fixes and status updates with clients via phone, email and web

submittals

• Document client communications, such as inquiries, bugs and enhancements in

specified issue tracking systems

• Create documentation such as best practice solution steps, software behaviors, and

user manuals, to help build human-readable knowledgebase

• Coordinate with upper tier support and developers about escalated cases and special

projects

• Monitor server and refresh during down-time

• Run website up-time testing

• Participate in Software Quality Assurance and Testing

Computer Programmer/Project Employee FICELCO (Marinawa Bato, Catanduanes)

May 2011 – Feb 2012

• Programmed payroll system in FICELCO using Delphi7, maintained the functionality of the

billing system in FICELCO.

Communication Officer St. Michael Security Agency (Virac, Catanduanes)

October 2009 April 2011

• Do interviews and other screening process for applicants; Draft and prepare agency's

communication letters and other correspondences; Deal with queries and provide vital

information responding to personnel complaints and concerns (as it arises); Meet with clients

to discuss and resolve issues.

• Responsible for the overall communication and linkages of the agency with its clients and

personnel.

Trainer/ Supervisor –Transcom Asia Worldwide Inc. (Pasig City)

July 2008 – September, 2009

• Managed communication & soft skills development of each agent through rigorous training.

• Supervised, Assessed and evaluated agent’s ability for effective, efficient & successful

delivery of responsibilities and tasks assignment.

• Assisted Quality Assurance Team in monitoring agent’s quality scores

Technical Support Representative Transcom Asia Worldwide

February 2008 – June 2008

• Handled and resolved customers’ concerns on internet connectivity under “Pipex” account.

• Provided support to the customer with regards to their broadband connectivity.

Technical Support Representative IBM Daksh (Show Blvd.)

July 2007 – January 2008

• Specialist in Mac Computer. Assisted customer in troubleshooting internet connection, mail

configuration, printer setup, software installing and upgrading and every single issue with

their Mac computer.

• Sales support agent for warranty and customer plan.

Trainee Network Engineer – EastWest Bank (Makati City)

November 2006 – January 2007

• Assisted in maintaining network systems and services, ensuring service levels are sustained

for servers, routers, switches, VoIP, and other IP devices, and all critical applications by

installing, upgrading, configuring and troubleshooting as required.

EDUCATION:

Graduate with the degree of Bachelor of Science in Information Management CSC, Philippines

2003 2007

SKILLS:

• Computer Savvy (Macintosh computer specialist, office applications, software, hardware,

programming, networking)

• Excellent Communication, Interpersonal and Organization skills

• Research and Multitasking

• Supervising, Mentoring and Coaching

PERSONAL INFORMATION:

Date of Birth: January 05, 1987

Place of Birth: EBMC Virac Catanduanes, Philippines

Citizenship: Filipino

Sex: Female

Religion: Roman Catholic

Civil Status: Single

Contact this candidate