Rachelle F. Cinco
Service Desk Engineer
Mobile No: +97-152-***-**** 0376 7992
6th St. Basra Al Muwaiji, Al Ain, Abu Dhabi, UAE
Exceptional IT Service Desk Engineer with years of experience performing Service Desk activities and managing ITIL V3 Service Operation processes and tools. Supporting over 10,000 users with hardware, software, connectivity, and application issues. Self-motivated, process driven, team player with excellent work ethics.
Qualifications and Skills
ITIL® v3 Certified
Knowledgeable in Networking, Telephony, Active Directory, DNS, DHCP and Application Technologies
Excellent verbal and written communication skills (English)
ServiceNow System Administration Trained
Sr. Service Desk Analyst (07/2015 - 01/2020)
Accenture, Inc. - Mandaluyong City, Philippines
Supported users with network connectivity (LAN / WAN), Windows 10, hardware / software, Microsoft Office Products configurations and other application issues
Logged and resolved technical issues and critical alerts to maintain high system availability.
Facilitated all Incident and Request Management activities including escalations handling while monitoring SLA’s and OLA’s performance.
Acted as a Major Incident Coordinator to coordinate all MI activities.
Provide recommendations on process improvements and strategies.
Assisted in configuration and implementation of IT Service Desk ticketing tool (Microsoft SCSM and ServiceNow)
IT Helpdesk Engineer (09/2013 – 02/2015)
TATA Consultancy Service (Phils), Inc. - BGC, Taguig City, Philippines
Experienced with User Account Management in Active Directory.
Handled, assessed then assigned incident tickets with the appropriate severity level and initial priority, informing the support group for further troubleshooting when necessary.
Used BMC Remedy IT Service Management Suite 8.1 in supporting the organization.
Service Desk Analyst (02/2012 – 09/2013)
TELUS International Philippines, Inc. - Pasig City, Philippines
Provided specialized and timely technical and administrative support via phone and chat to resolve issues that are hampering employees from completing their tasks.
Resolving issues with Microsoft software, Dell and HP hardware.
Technical Support Representative (10/2009 – 09/2010)
TELUS International Philippines, Inc. – Quezon City, Philippines
Provided technical support to users by researching and answering questions, troubleshooting hardware and software problems, and checking network connectivity.
Customer Service Representative (June 2006 to March 2009)
Sykes Asia, Inc. - Makati City, Philippines
Handled order management and resolved customers' service or billing issues by performing activities such as exchanging merchandise, refunds, and adjusting bills.
Advanced Diploma in Information Technology
Informatics Computer Institute
Graduated in March 2010