Service Customer

Cheeryl Grace Abne

Unit *, *-A Mamerto District, Rosario, Pasig City, Metro Manila, Philippines 1609

Phone: +632-***-**** 092******** 091******** t ***********@*****.***

Passport Number: EB4980566

Passport Expiry: March 19, 2017

• IT professional with years of experience in providing software, hardware, client /server and networking

technical support and with other experiences in marketing, sales, client business presentation and

negotiation.

• Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.

• Skilled in effective communication to both technical and nontechnical users with excellent problem-

solving skills and patience in dealing with frustrated clients.

• Easily adapted to multicultural work environment and worked well under a team setting with capability to

work independently.

TECHNOLOGY PROFICIENCIES

Software: MS Office (Word, Excel, Outlook, Access); Communicator and MS Lync; SAP GUI, Adobe

Acrobat, Photoshop CS2, Blender, 3D Max, Unity2D

Browsers: Internet Explorer, Firefox, Chrome, Safari

Call-Tracking Tools: Remedy, FrontRange

Hardware: PCs, Laptops, Telephony Systems, Printers, Cisco Routers and Switches, Servers

Networking: LAN & VPN/Remote Connectivity, TCP/IP, Voice, IT Security, FTP, CCNA-trained

OS and Platforms: Windows XP / 7, Windows Server 2003/2008, Active Directory, Exchange 365

Other Devices: Blackberry, Smart mobile devices such as Iphone, Ipad

Programming Languages: Java, C++

Database: MySQL, PHP

Others: ITIL v3, Project Management / SDLC

PROFESSIONAL EXPERIENCE

Technical Support Specialist - Remote Desktop

ATOS Information Technology Inc. - Siemens Eastwood City, Libis, Quezon City, Philippines

June 2, 2013 – March 23, 2015

• Maintains internal database, tables, dictionaries and naming conventions to ensure the accuracy and

completeness of all data master files.

• Implements and administers database documentation, guidelines, policies and procedures

• Liaise with 3rd party vendors, suppliers, service providers and external resources for recommended

applications and upgrades.

• Perform installation, maintenance of business applications and provides troubleshooting and service

support in diagnosing, resolving and repairing software malfunctions.

• Prepares and maintains documentation, policies and instructions, and recording and detailing operational

procedures and system logs

• Participate in other internal projects such as assisting internal database admin in basic PHP and MySQL

scripting for database management, assisting in Python and HTML programming (providing basic

scripting and update) for in-house content management .

• Creates a positive customer support experience and builds strong reltionships through deep problem

understanding, ensuring timely resolution or escalation, communicating promptly on progress, and

handling customers with a consummately professional attitude.

• Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.

• Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs

and tracks incidents and requests from identification through resolution. Follows up with other support

staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and

the customer communication is complete. Documents resolutions and updates self-help and staff

knowledge bases.

• Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to

resolve requests on first contact.

• Provides after hours and on-call support as needed.

• Adheres to and supports IT standards, policies, and procedures.

• Performs other duties as assigned such as completing project and account deadlines for account creation

and process and business transition to realign existing policies and procedures.

IT Service Desk Analyst

ATOS Information Technology Inc. - Siemens Eastwood City, Libis, Quezon City, Philippines

August 2010 to May 30, 2013

• Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other

service desk resources or appropriate service re

sources to resolve incidents that are beyond the scope of their ability or responsibility.

• Uses the appropriate CTI categories for logging incidents and requests.

• Creates a positive customer support experience and builds strong relationships through deep problem

understanding, ensuring timely resolution or escalation, communicating promptly on progress, and

handling customers with a consummately professional attitude.

• Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.

• Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs

and tracks incidents and requests from identification through resolution. Follows up with other support

staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and

the customer communication is complete. Documents resolutions and updates self-help and staff

knowledge bases.

• Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to

resolve requests on first contact.

• Provides after hours and on-call support as needed.

• Adheres to and supports IT standards, policies, and procedures.

• Performs other duties as assigned such as completing project and account deadlines for account creation

and process and business transition to realign existing policies and procedures.

Business Development Consultant

Professional Diligence Foreign Exchange Inc – 27th Floor PBCOM Bldg, Makati City, Philippines

February 2009 to August 2010

• Builds market position by locating, developing, defining, negotiating, and closing business relationships.

• Identifies ideas by researching industry and related events, publications, and announcements; tracking

individual contributors and their accomplishments.

• Locates or proposes potential business deals by contacting potential partners; discovering and exploring

opportunities of the foreign exchange market.

• Screens potential business deals by analyzing market strategies, deal requirements, potential, and

financial; evaluating options; resolving internal priorities; recommending potential capital and investments

in the foreign exchange market.

• Develops negotiating strategies and positions by studying integration of new venture with company

strategies and operations; examining risks and potentials; estimating partners' needs and goals.

• Closes new business deals by coordinating requirements; developing and negotiating contracts;

integrating contract requirements with business operations.

• Protects organization's value by keeping information confidential.

• Updates job knowledge by participating in educational opportunities; reading professional publications;

maintaining personal networks; participating in professional organizations.

• Enhances organization reputation by accepting ownership for accomplishing new and different requests;

exploring opportunities to add value to job accomplishments such as performing trades in behalf of the

clients.

• Provides training and trading assistance to existing, new and potential clients by educating them with the

current technical and fundamental analysis of the foreign exchange market.

TIO Compliance Officer

Orchid Cybertech Services Inc. Ortigas Center, Pasig City, Philippines

April 2008 to January 2009

• Act as the liaison officer between the company and the Telecommunication’s Ombudsman Officers in

Australia for complained cases raised by the subscribers.

• Handles escalated issues that has financial impact to the company and perform negotiation between TIO

and the complainant in order to meet a half way resolution.

• Resolve customers’ queries within agreed authority, investigating the cause of any complaints, gathering

information from relevant sales and service teams and reviewing sales documentation

• Make fair, impartial decisions on whether to uphold a complaint in line with company / regulatory

frameworks

• Summarize any additional actions required, advising customers when they can expect a final response,

drafting and sending out correspondence

Technical Support Engineer

Orchid Cybertech Services Inc. Ortigas Center, Pasig City, Philippines

January 2007 to April 2008

• Assists Level 1 and 2 agents regarding subscribers' technical issues with their ADSL connection and

router configuration and performs remote network connection changes in the DSLAM.

• Performs research and monitoring ADSL network to ensure networks are configured

to operate at optimal performance in the DSLAM.

• Provides specialize skills in supporting and troubleshooting network problems and emergencies

installing, configuring, testing, maintaining and administering new and upgraded networks, software

database applications, servers and workstations.

• Prepares and maintains procedures and documentation for knowledge base troubleshooting inventory,

and recording diagnosis and resolution.

• Provides customer contact for network and Internet related incidents and ensures proper resolution to the

issue.

Tier 1 Technical Support Representative

Teletech Customer Care Inc.. Novaliches, Quezon City, Philippines

September 2005 to December 2006

• Receives and logs calls from end user and provides phone and remote desktop assistance to end

user on Internet / PC / LAN issues and modem/router configuration.

• Provides technical assistance and attends to escalation calls and queries.

• Coordinates with other departments for issue resolution.

• Work closely with Tier II Support on escalated cases.

• Educates end users on their respective ADSL plans and on how to configure home modems and routers.

• Ensures incident resolution and ticket management.

Dispatch and Service Provisioning Technician (OJT)

Globe Telecom Inc. Iligan City, Philippines

December 2004 to March 2005

• Attends to calls from Field Technicians for phone line installation and service feature settings.

• Generated work instructions and facilitated phone and internet programming features in the database.

• Assists Phone Engineers in line jumpers, main frame and port connections for customer’s numbers.

OTHER EXPERIENCES AND PROJECTS

Project Manager /Producer

Independent Project(s)

• Planning, coordinating and supervising the mobile game development cycle implemented by

different teams, from the conception stage to the finalization stage (Game design,

Programming, Graphics, Quality assurance…)

• Actively communicating with team members as well as 3rd party individuals / teams

• Constantly controlling the game quality and the project status to make sure that the games

are delivered on time and match our team's quality standards and mission/ vision.

Sample Games: Chubby Bunny, Legend of the Slingcat, etc

EDUCATION & CREDENTIALS

Certificate of Game Design and Development

University of the Philippines Information Technology Development Center

UP Diliman, Philippines – Sept 2013 – Sept 2014

PC LAN/WAN Setup, Cabling Configuration, Wireless LAN Setup, TCP/IP and Windows 2003 Server Active

Directory Configuration and Administration

CNCTC, Buendia, Makati City, Philippines - April 2012

Autocad 2D

Informatics, Robinson’s Galleria Ortigas, Pasig City – Jul 2008

Leadership Training Seminar

Development Academy of the Philippines, Tagaytay City – Feb 2008

Network Specialist Cisco Systems Semester 1

National Computer Institute, UP Diliman, Quezon City - May 23 – July 20, 2006

Diploma in Electronics Engineering Technology Major in Computer Electronics Studies

Mindanao State University – Iligan Institute of Technology, Iligan City, Philippines

June 06,2002 – March 30, 2005

CHARACTER REFERENCE

– to follow upon request-

Contact this candidate