DANYL GERARD CHUA VIOLA
Mobile No.: 092********
To be part of a team where I can contribute and utilize my skills, training and knowledge.
Technical Business Analysis Engineer III (system operations) - Time and billing system
2016 - 2020
I am the eforms process lead
Assigns eforms (new project, change in project and new client) to teammates and myself
I create new projects (used by billers to enter time) and new clients and i process change in project data
I monitor and send reminders to billers in manila and in other countries to make sure that they process and close their batches every Friday
I process cost load validation (this is to ensure that all data are good and balanced)
I create business units
I manage, monitor and reply to emails in the group mailbox
I process tickets assigned to our group using service center
I process tickets created for our group in JIRA system
I run SQL queries (codes provided by SQL coder) based on business need
I analyse issues in projects that the users are trying to use and provide a solution
I run reports based on users and managers request for our team
Professional services senior analyst (data operations) - Time and billing system
April 2014 - 2016
approves new hire access request
creates new hire access and terminates old accounts
provides level 2 helpdesk support to employees
process timecard modification, PTO request
creates new project request
Process tickets that are assigned to our group, analyse & provide solution on the issue at hand
Monitors and manages emails in our group mailbox
Global Service Desk
National Grid UK
January 3, 2012 – April, 2014
Troubleshooting Hardware/Networking related queries of our global clients either through Phone, chat or email
Supports inbound calls, chat and emails
Escalate calls based on customers demand or on own judgment
Reset Password, unlock accounts, log and route calls to the proper resolver team for users
Analyse the issue of the users
Documentation of the case, reporting and trend analysis
Acts as shift lead when needed
I was lent to 2 different accounts to help out with their SLA (backlog cases and emails)
I attended the ITIL lite training
Pre-Sale Technical Support Representative
Software and Peripherals
November 29, 2010 – December 2011
Provide pre-sales product support assistance to enable sales through Ingram Micro.
Answer customer calls on assigned product categories within defined service levels.
Proactively develops and exhibits proficient use of resources, systems and communication skills in order to consistently deliver a quality customer experience.
Uses knowledge to inform and educates resellers to further assist the sales process.
Demonstrates time management skills to effectively accomplish assigned tasks.
Develop product knowledge and skills for creating appropriate solutions.
Demonstrate mastery of the English language - listening, comprehension and speaking.
Senior Technical Support Professional/Shift Lead (Queue Manager)
AT&T MRS EVPN - Manage Router Services
February 2007 – November 26, 2010
Mentors Technical Support Professionals (TSP) by providing technical assistance, assists TSPs for process/technical concerns, functions as a Subject Matter Expert (SME).
Handles critical and special customers for more advanced troubleshooting and efficient resolution to the problem.
Handles hot tickets, calls and/or issues.
Receives Supervisor calls
Responds timely and accurately to the escalations of the Technical Support Professionals via phone and/or email.
Conducts initial review for tickets and/or calls to be escalated to Tier 2.
Reviews chronic and/or intermittent tickets and provides recommendations and next step to resolution.
Generates and sends daily operations report if requested by the Account Manager/Supervisor and/or Team Manager
Assists team in process dissemination and ensure balance on the process
Functions as Floor Walkers and Shift Leads
Functions as OIC in the absence of the managers
Contributes to other projects/initiatives for process and account performance improvement
Provide support for other AT&T products and services
Technical Support Professional (Level 1.5)
AT&T MRS - Manage Router Services
August 14, 2006 – February 2007
Analyse problems in the network through tickets
Manages the router using tools such as Cisco & Kentrox and make sure that all the interfaces are up and running
Checks for network issues using a tool called CSU
Mentors new agents on the account
CONVERGYS PHILIPPINES SERVICES CORP.
Technical Support Representative (Level 1)
June 28, 2004 – July 15, 2006
Troubleshoots DSL problems using external DSL modems (Westell & Alcatel)
Performs Level 2 support such as configuring routers, removing spyware and other computer-related issues
Philippine Long Distance Telephone Company- PLDT
September 2003- November 2003
Blocks and reconnects customer phone lines depending on the issue.
Maintains and manages modules to attain maximum level of availability using PLDT’s
Centro Escolar University - Mendiola, Manila
Bachelor of Science in Commerce Major in Computer Science and Information System
(June 2000-March 2004)
Age: 37 yrs. old
Civil Status: Married
Date of Birth: June 8, 1983