RACHELLE MAY MACASPAC CRUZ

** ******* **** ****** ******

Taguig City, Philippines Metro Manila

+632-***-**** / +639*********

adbo6l@r.postjobfree.com

OBJECTIVE

To obtain the position in a dynamic environment, that can offer my career growth and technological advancement and to seek for a competent organization where my knowledge and skills will be contributed to the overall objective of the company.

EDUCATION

TERTIARY

Bachelor of Science in Information Technology

STI College Global City

June 2007 – May 2011

SECONDARY

Colegio De Sta. Ana

June 2003- March 2007

Sta. Ana, Taguig City

PROJECT EXPERIENCE

IT Special Project as part of the BSIT Curriculum

Project Name: ‘LEAP: A Web Based Computer Aided Instruction in English 6 for Integrated Montessori Center’

Description: Provides modern and enhanced learning tool for the Grade 6 students in English

Google-STI Blogger Website Project as part of extra-curricular activity

Project Name: ‘Google Blogger Websites for SMEs’

Description: Provides simple blogger type website for SMEs

NAASCU Website

Project Name: www.naascu.org

Description: Provides information about Colleges and Universities Athletic Performances

TECHNICAL SKILLS

• Microsoft Application Software

• Adobe Photoshop / Flash/In Design

• Visual Basic / VB. Net

• Knowledgeable in Software and Hardware Installation and Configuration

• Basic Computer and Network Troubleshooting

• Knowledgeable in Active Directory Services

• Service Desk Support

• Good understanding/handling of Ticketing System such as Remedy, CA Service Desk, LandDesk, and Ivanti System Manager

• Documentation Specialist

OTHER SKILLS

• E-mail and Chat Customer Service

• Data Entry, Web research and Data consolidation

• Social Media Management and E-commerce

ACHIEVEMENTS

Scholarship Exam Guarantee (2007 to 2011)

Academic Achiever (2007 to 2011)

Volleyball Mythical 6 (2009, 2nd semester)

Dean's Lister (2010, 2nd semester)

Service Desk Employee of the Year 2012, 2013, 2016 and 2017

RELEVANT SEMINARS ATTENDED

Adobe Photoshop CS3 Seminar (Oct. 3, 2008)

Google Stimulus Program Project “Blogger for Business” (October 26, 2009)

IT Week Seminar (HP, E-Learning, Linux, Open Source, ESET Nod32, Windows XP and Windows 7, NEO) (July 26-27, 2010)

PHP Seminar (July 25, 2010)

Philippine Youth Congress in Information Technology 2010 (September 17, 2010)

ITrium: The Element for Business Development (September 25-26, 2010)

Global Labs-JMango (March,12 2011)

LandDesk Training (April 2017)

WORKING EXPERIENCE

Sutherland Global Services (IT Practicum)

GTI Department

Assistant Network Administrator

Pasong Tamo, Makati City

December 2010 – April 2011

IMP Sea breeze Resort and Restaurant (Summer Job)

Admin Staff

Hagonoy, Taguig City

April 2011 – May 2011

Trends and Technologies Holdings Inc.

Accounting Staff/BIR

6f Trafalgar Plaza H.V. Dela Costa Makati City

August 2011 – March 2012

Trends and Technologies Inc.

Team Lead Service Desk Analyst

8f Trafalgar Plaza H.V. Dela Costa Makati City

April 2012 – Present

UPWORK

Social Media Virtual Assistant

January 2020 – Present

Key Responsibilities (Team Lead Service Desk Analyst)

- Supervising to Junior Service Desk

- Provides Service Desk Support

- Point of Contact for every issue/request (Internal and External Clients)

- Performs Initial Response, Communications Update, Time to resolution

- Provide initial assessment of categorization and prioritization for reported issues

- Creating Issue tickets by Logging all appropriate information with utmost Quality and precision

- Updating Tickets – Incidents Service Request, Change Request, Problems

- Ensures all e-mails and phone calls are documented in accordance with required standards, method and procedures

- Real time monitoring

- Escalate faults/queries calls or trouble tickets to the relevant team as required and track until resolution

- Ensures line management are immediately made aware of high priority or high impact issues

- Ensures that all incidents are dealt in accordance with the service level agreements (SLA) and internal key performance indicators (KPI)

- Manage, meet and maintain service levels

- Multi-Task between voice and e-mail support

- Excellent verbal, written and typing skills

- Knowledgeable in handling Return Material Authorization with different devices (Cisco/Avaya/Fortinet/HP/Hitachi/Dell etc.)

- Knowledgeable in ITIL foundation

- Performs other administrative functions and tasks that may be assigned

Key Responsibilities (Social Media Virtual Assistant)

- Checking of sponsored ads for a specific client

- Capturing/providing feedbacks

CHARACTER REFERENCE

Adrian Bumanlag

Trends and Technologies Inc.

Senior Service Desk Officer

+(63-917*******

Sheena Miel

Infor

Technical Specialist

+(63-998*******

Contact this candidate