Desktop Support

ANA DANICA S. QUINTO

*** ***** *** ********* ******, Los Angeles, California 90020

+1 (323) 336 - 5458

adc08k@r.postjobfree.com

PROFESSIONAL EXPERIENCE

Stefanini Inc. Philippines

Incident Management Specialist (April 2017 – Jan 2019)

Ensures the status, progress, and history of the Service request/incident is up to date and correct.

Following up with support teams to ensure incidents are being addressed properly and in a timely manner, and expediting the engagement of teams as necessary.

Assist Service Desk agents with Windows 10, MAC, mobile (IPhone) troubleshooting.

Application/Software Used: ServiceNow, Active Directory, Bomgar, BlueJeans, Microsoft Office, Skype for Business, VDI, Citrix, Slack, Office 365 and Basic Network troubleshooting.

Accenture Inc. Philippines

IT Operations Analyst (Incident and Change Management) (Nov 2015 – Jan 2017)

Creates conference or bridge calls, gather required teams for troubleshooting during major issues

and record everything discussed on the call.

Monitoring status of incident, ensuring services are provided according to service level agreements and customer expectations.

Manage the CAB/PAB meeting including meeting preparation, logistics, meeting facilitation and follow up on action items.(Change Management)

Application/Software Used: BMC Remedy, ServiceNow, Skype for Business, Office 365, Microsoft Office and Basic Network troubleshooting.

Technical Helpdesk Support (July 2015 – Nov 2015)

Provided initial diagnosis of issues via call.

Troubleshoot Point of Sale (POS) terminal, Pin Pad and other peripherals devices (printers, monitor, keyboard, mouse etc.)

Application/Software Used: ServiceNow, Active Directory, Avaya Phone, Microsoft Office, Office 365 and Skype for Business

Chat Desktop Optimization Expert Support (Dec 2012 – Jul 2015)

Provide a user satisfaction on customer/clients in answering about the Windows 7, Microsoft Office and CITI applications how-to question. (Microsoft Office, hard drives, Peripheral devices: Printers, monitors, mouse and keyboards).

Application/Software Used: ServiceNow, Active Directory, VDI, Lync, Citrix, Skype, Microsoft Office and Basic Network troubleshooting.

Remote Desktop Support (Sep 2012 – Dec 2012)

Performed diagnostics and repair service (malware removals, OS troubleshooting, Windows update install and AV/AS installation for Windows XP, Vista and 7 computers)

Application/Software Used: LogMeIn Remote Access, Skype for Business and Microsoft Office,

EDUCATION

Far Eastern University – East Asia College

Bachelor of Science in Information Technology

TRAININGS / SEMINARS ATTENDED

IT Information Library Foundations Certification (v3) June 2016

REFERENCES

Jesse Kristoffer Aspril (Stefanini Service Delivery Manager) +63-917-***-****

David Keith Marcos (Stefanini Colleague) +63-939-***-****

Rizza Joy Diaz (Accenture Colleague) +63-915-***-****

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