Senior Systems Executive

Rochelle M. Luna

**KL **th Floor Lilac Tower Oriental Garden

Don Chino Roces Avenue Makati City

Contact no. : +639*********

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

OBJECTIVE

Looking for a position where I can employ my skills in information technology and customer services in order to provide best support to end users.

QUALIFICATIONS

Four years of work experience as a Service Desk

Highly skilled in responding to tickets generated by users in a timely manner

Hands-on experience in responding, tracking, and following up to telephone, emails and end user requests for support

Provide networking/desktop support and perform account maintenance tasks

Handled 30+ technical/mission-critical calls daily and consistently met high service standards

DUTIES

•Providing technical support over the phone to all IT users

•Handling incoming incidents via the phone / e-mail promptly and effectively

•Diagnosing and resolving a wide range of technical issues over the phone

•Take ownership of a call and seeing it through to closure

•Escalating calls and issues where necessary to senior managers & team leaders

•Investigating and implementing ways of reducing calls to the Help Desk

•Ensuring that all call details are captured and entered in the logging software

•Updating support documentation

•Answering & responding to all calls & requests within agreed time scales

•Keeping customers updated as to progress

•Provide troubleshooting and configuration support for client desktop and

networking environment

EDUCATION

Juan Sumulong Junior College

High School

2003 – 2007

STI College

College

2007 – 2009

EXPERIENCE

Blue Bean Inc. March 2009 – March 2010

Customer Service Representative - Telecom

•Provide support to customers regarding service issues, products inquiry and outage related problem

Pacific Hub Inc. April 2010 – May 2011

Customer Service Representative - Telecom

•Provide support to customers regarding service issues, products inquiry, outage related problem and billing statement issues.

Atos June 2011 – June 2014

Help Desk

Provide technical support to customers regarding service issues on telephone, email and through tickets

•Provide computer help desk support and technical training on hardware/software to end users

Create help desk documentation with step by step instructions on problem resolving techniques

Cognizant Technology Solutions 2014 - Present

Senior Systems Executive

If you require any further information, feel free to contact me.

Rochelle Luna

Contact this candidate