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Service Customer

Location:
Manila, NCR, Philippines
Posted:
March 23, 2016

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Resume:

MA. LOURDES VELASQUEZ ANGELES

Philippines ECE License No. 34646

E-mail Address: *****************@*****.***

Dubai Mobile No.: 971********* Phil Mobile No.: +639********* UAE Address: Discovery Gardens, Dubai, UAE Phil Add: Sapang Tagalog, Tarlac City,Phils Work Experience

Pacific Controls Cloud Services LCC - Jebel Ali Data Center, Dubai UAE Technology Support /Helpdesk Analyst -L1 (Cloud Services Data Center) -January 2012 to present (Work on shifts basis)

Statement of Job: Technology Support has a highly diverse range of duties. Ensuring 24 x 7 uptime operations of the data center with its IT and all its projects. Providing first line investigation and diagnosis for Microsoft SaaS services incidents.

Duties and Responsibilities:

First line Support technical issues involving Microsoft’s core business, PCCS and Etisalat's SaaS and IaaS applications . Learn Microsoft O365 and Cloud product and services

Recognize and analyze O365 and SaaS customer's needs. Answer incoming call/email queries and issues related to servers, software, and hardware for existing clients and Escalate issues to Application Owners if necessary.

Monitor and manage customer raised issues(email and alert) in IT Help desk (OTRS internal ticketing system & SCOM), and respond accordingly.

Installation, configuration and troubleshooting of Outlook 2007/2013/2016 (Exchange Services) via Remote Desktop or on-site service if necessary.

Provisioning and managing accounts and Services in PCCS and MS O365 portal

Weekly test case for PCCS SaaS Products and Services

Update online knowledgebase articles for PCCS SaaS Products and Services.

Resetting Passwords of Active Users in Office 365 portal and Windows AD 2012

Imap/Pop Email Migration to office 365 of small to medium clients. Accomplishments:

Part of pioneering team who established the IT and FM Operations of one of the largest Data Center in the Middle East.

Apollo Global Corp (AGC) / AT Networks Inc., Makati City Philippines Network Operations Technical Support (Broadcast Communications/Data Center) – May 2009 to December 2011 Statement of Job: Set up, operates, and maintains the electronic equipment used to transmit cable television programs. Control audio equipment to regulate volume level and quality of sound during television broadcasts. Operate radio transmitter to broadcast television programs. Duties and Responsibilities:

Monitor strength, clarity, and reliability of incoming and outgoing signals, and adjust equipment as necessary to maintain quality broadcasts.

Regulate the fidelity, brightness, and contrast of video transmissions, using video console control panels.

Regulate the volume and sound quality and video during television broadcasts to maintain quality. Control and switching of broadcast audio/video equipment Equipment-Sony/Panasonic switcher, Tandberg Encoder, Modulator and satellite receivers.

Content (Programming) Preparation and Implementation. Preview scheduled programs to ensure that signals are functioning and programs are ready for transmission.

Maintain programming logs, as required by station management.

Asset Inventory and Report equipment problems, and ensure that repairs are made

Align antennae with receiving dishes in order to obtain the clearest signal for transmission of broadcasts from field locations.

Network Modem, Servers, Routers & switches and Data Center Monitoring using Nagios System Tool E-copy/CopyQuest Corporation - SHARP, Makati City Philippines Service Supervisor (Technical & Customer Service) - February 2008 to May 2009 Statement of Job: Supervise service engineers and work controller of the assigned field service area ensuring duties of service team are done accordingly and copier equipment of existing clients are operational. Decision making are frequently exercised. Frequent verbal and written communication is required internally and externally. Duties and Responsibilities:

Supervision and Monitoring of Work Controller and Service Engineers. Assign Technical specialists to attend problematic or service intensive machines.

Assisting thru phone on some technical response calls and/or Clients needs.

Monitoring of Account Contract and Parts/Consumables or Materials Sales per area.

Documentation and Reporting to Technical Service Manager any critical problem encountered and solutions made.

Ensuring all technical service calls are responded accordingly and deliverance of quality service. Accomplishments:

On-site Set-up, Installation and configuration of Software MFPs in Asian Development Bank of the Phils in Ortigas

Copy Quest Corporation – SHARP, Makati City Philippines Work Controller (Customer Service) - August 2005 to January 2008 Statement of Job: Manages work control center to ensure the timely and accurate creation, dissemination and documentation of work orders. Judgment and initiative are frequently exercised. Frequent verbal and written communication is required internally and externally. Duties and Responsibilities:

Coordinates, control and keep record of documents and Materials and Submit Reports to the Supervisor to monitor and ensure that technical problems were solved within 24 hrs.

Controlling and Scheduling of Service Engineers (act as the communications center and dispatch the service technicians/engineers to their respective areas).

Handling of Service Accounts and attend Service calls.

Identify performance problems and come up with solutions.

Handling clients/customers complaints and inquiries.

Receives, verifies and prioritizes work requests via phone calls from existing customers.

Creates work orders, enters log-in and out of service engineers every client call, contract and materials charges against the work orders and closes work orders when complete.

Performs weekly and monthly service works and consumable/materials orders.

Maintains the integrity of the work service system data using service order system (OEM).

Manages the data in the work control system, performs periodic updates of critical information.

Has full create and delete capability within the work order system. Accomplishments:

Manage to reach and exceed service quota/target percentage every month (from 95 % above). Skills/ Knowledge

Passion for solving problems and learning how things work

Willingness to research and figure out software and IT systems alerts.

Facilities & Project Management

Ability to work in a team and communicate effectively

People Management

Technical/Software Skills:

Microsoft Office365 (Exchange/ Outlook); Cloud Products and Services

Microsoft SCOM- System Center Operations Management Platform

Installation and Configuration of Windows Server OS- 2008R2/2012R2

Knowledgeable in Administering of Active Directory Services as Hyper V Role in Windows Server environment

Familiar with VMware Software

Windows Desktop OS (WinXP/7/8)

Microsoft Office word processing tools (Visio, Word, Excel, PowerPoint)

Knowledge in Niagara Tools(Integration & Automation); Galaxy Software (Dashboard Designing)

Nagios Monitoring Tools (Modem, Server monitoring); Operations Management Tool (FM & Security alarm monitoring)

Associate in Cisco Networking

Educational Background

Bachelor of Science in Electronics and Communications Engineering Pamantasan ng Lungsod ng Maynila - Intramuros, Manila March 2004

Certified Cisco Network Associate, 2014

Dubai, United Arab Emirates : Cisco ID No.CSCO12669687 MCP- Office 365

Seminars/Trainings

Microsoft O365 services - Pacific Controls Head Quarters(2014) Microsoft Windows 2012 R2-Hyper V - NLPtech, August-October 2014 (Dubai, UAE) Cisco Certified Network Associate - Learner’s Point -June-July 2014 (Dubai, UAE) Microsoft Xaas Products - Pacific Controls Head Quarters, Feb. 2014 (Dubai, UAE) HVAC Concepts for Facilities Management - Pacific Controls LCC, February 2012 (Dubai, UAE) PROFFESIONALISM - Sanofi-Hotel Rosas-, August 2003 (Ermita, Manila) Phil. Long Distance Telecom Co. - (OJT) Philippines



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