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Engineer Service

Al Ain, Abu Dhabi Emirate, United Arab Emirates
February 24, 2020

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Rachelle F. Cinco

Service Desk Engineer

Mobile No: +97-152-***-**** 0376 7992


6th St. Basra Al Muwaiji, Al Ain, Abu Dhabi, UAE

Professional Summary

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

Work Experience

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

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