Manager Service Representative

MARK JOHN L. MANEJA

Address: Blk ***, Lot ** Kalinisan Street, Karangalan Village Brgy. San Isidro, Cainta Rizal 1900 Contact Number: 091********

Email Address: *****.*********@*****.*** *************@*****.*** Qualifications:

• ITIL Foundation Certified

• CCNA Routing and Switching trained (200 - 125)

• Knowledge in Active Directory Navigation

• Knowledge in Helpdesk Ticket Management

• Can troubleshoot Broadband, phone software etc.

• Knowledgeable in Microsoft Office

• English Language Proficiency

Employment Background:

FIS Global Ortigas Mar 2017 - Feb 2020

Fidelity National Financial

• Worked as an application support for flagship application (SmartVIEW) of a Corporate account

(Fidelity National Financial).

• Worked as a Service Desk leverage to service desk accounts under the company’s umbrella.

• Modification of accounts in Active Directory, Exchange, Office 365 etc. American Blue Ribbon Holdings

• Worked as a Technical Helpdesk for ABRH specialized in POS, Pinpad, Kitchen Display System, Network and VoIP troubleshooting.

• Monitors End of Day, Daily sales and Nightly process daily.

• Basic Active Directory functions such as password reset and unlocking account. IdP SSO

• Assisting newly migrated users on how to access FIS applications.

• Assessing Service, Requests, Incident tickets and assigning to the right department if needed for escalation.

Sitel Eastwood Velocity Frequent Flyer

July 2014 – Mar 2017

• Frontline Customer Service Representative for a year

• Subject Matter Expert for 2 years

Teletech Cainta Telstra

Feb 2012 – April 2014

• Level 1 Chat support for a year

• Level 2 Chat support on the same account for the rest of tenure Education

Tertiary:

ICCT Colleges

Bachelor of Science in Information Technology

2010-2012

Character Reference:

Francisco Blanco

Team Manager IdP SSO FIS Global Solutions Ortigas Contact Center *********.***.******@*********.***

Bryan Munoz

Senior Operations Manager FIS Global Solutions Ortigas Contact Center *****.*****@*********.***

Archie Tambasen

Former Team Manager FIS Global Solutions Ortigas Contact Center ******.********@*****.***

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