Office 365 Administrator
Resume:
RAYMOND LOPEZ SAMSON
Lot ** Block * Phase * Topaz St. Celina Homes 1
Camarin, Caloocan City
addtf5@r.postjobfree.com
WORKING EXPERIENCE
Senior IT Service Desk Analyst – Quest Diagnostics
Wipro BPO Philippines Ltd. Inc.
6th Floor Cyberpod 1, Eton Centris, EDSA cor. Quezon Ave.,
Brgy. Pinyahan, Quezon City 1100
September 2013 – Present
Job Description:
To provide support to end user on their service request and concern through email and calls with an appropriate SLA.
To document interaction with complete and accurate details using our ticketing tool, the HP Service Manager.
To ensure that all possible steps were completed with the use of remote tool, internal tools and applications before raising the incident to the correct assignment group.
To investigate, create reports and notification in times of unscheduled maintenance, outages and any issues that will affect the business.
To perform outbound calls as part of our Level 2 and escalation processes in ensuring all steps were completed and details were all gathered before raising an incident to the assignment groups.
To provide good customer service experience and educate the user on how they will be able to resolve issues on their own ways.
To enhance our knowledge in ITIL by updating ourselves with E-learning activities.
To provide up training and coaching to colleagues, in regards to updates and to their individual areas of improvements.
Senior System Executive (IT Help Desk - ITIL) - Christies
Cognizant Technologies Solutions Philippines, Inc.
5th and 6th Floors 10 Upper Mckinley Building, Mckinley Hills
Taguig City
July 2012 - December 2012
Job Description:
To provide high quality of support to end-user on their service request and technical concerns through calls and emails in a timely manner.
To ensure that all possible troubleshooting were completed with the use of ticketing tools like Remedy, Siebel, Clarify, CA helpdesk, VNC, ControlF1, Dame Ware, Net meeting, Microsoft Share point. And to ensure that the tickets were escalated to the appropriate resolver group if incident were still not resolved.
To provide good customer service experience and educate the user on how they will be able to resolve issues on their own ways.
To report and create documents of the process and procedures of all the newly acquire knowledge and troubleshooting steps that help us resolved the issue.
To investigate, create reports and notification in times of unscheduled maintenance, outages and any issues that will affect the business.
To enhance our knowledge in ITIL by updating ourselves with E-learning activities.
Technical Support Representative – RingCentral Inc
Acquire Asia Pacific Inc,
LG-C Left Wing Lower Ground Floor,
Worldwide Corp. Centre, Shaw Boulevard, Mandaluyong City
July 2011 – June 2012
Job Description:
To provide high quality of support to customer on their issues with IP phones and set up configuration of the Cloud based PBX system in accordance to their business needs.
To escalate case to the next level of support after exerting all the possible troubleshooting steps for Tier 1. Though sometimes, we extend our support by coordinating some steps from Tier 2 that may immediately resolve the issue of the customer.
To provide good customer service and assist customer on their concern about their bills and other account information on their account. To introduce and offer additional products and services to them as well.
During after hours, we are also assigned to handle retention task, such as account cancellation, refunds, billing cycle adjustments and retention.
Transfer and direct customer to the correct department if calls were misrouted.
ADSL Engineer (Technical Support Representative Level 3) – Total Peripheral Group
Orchid Cybertech Services, Inc.
21/F Robinson's Equitable Tower
ADB Ave., Cor. Poveda St., Ortigas Center, Pasig City 1605
February 2008 – March 2011
Job Description:
To provide assistance to field technicians on installing customer’s ADSL and home phone service. Ensuring that the continuity of the connection were properly place and tested. Thus, comply with Telstra standards governing the installation of such connection.
Assigned to monitor installation on a daily basis and sends report in regards to the status of each internet and home phone connection installed.
Handles escalated cases (Home phone (VoIP), ADSL and ADSL2+) to Tier 3 and coordinate with other departments that may help us on resolving the issue.
Set appointments with customer in regards to field technician’s visit. Provide assistance to customer in resolving their technical issues regarding to their internet connection and home phone services.
Coordinate with Telstra’s field technician in identifying and isolating the issue from line on customer’s premise to our Central Office or Telephone Exchange.
Coordinate with Compliance and Customer Service (Billing) Department if in need of providing compensation to customers in regards to their issue.
Technical Support Representative 2 – Verizon Residential
Advanced Contact Solutions, Inc.
ACS Plaza, Asian Plaza Building,
Buendia, Salcedo Village, Makati City
June 2007 – December 2007
Job Description:
To help customer on their initial set up for their internet connection.
To provide high quality of support to customers in regards to internet and wireless connection, emails and security software problems. Assist them on resolving their issues or help them in isolating the issue.
Set appointments with customer in regards to field technician’s visit. Thus, escalating case to the proper department that will resolve customer’s issue.
To provide good customer service and assist customer on their concern about their bills, orders and other account information on their account.
Transfer and direct customer to the correct department if calls were misrouted.
Call Center Representative/Agent – Sun Cellular
Interactive Technology Solutions, Inc., 110 E. Rodriguez Jr. Ave. Bagumbayan,
Quezon City, Metro Manila
July 2006 – January 2007
Job Description:
To provide high quality of support to customers in regards to their mobile phone service. Assist them on resolving their issues or help them in isolating it.
To escalate case to the next level of support after exerting all the possible troubleshooting steps for Tier 1.
To provide good customer service and assist customer on their concern about their bills, orders and updating information/ services on their account.
Property Specialist/ Agent
Asia Plus Corporation: Marketing Subsidiary of Crown Communities Bulacan, Inc.
Twin Plaza Complex, Km.42 Macarthur Highway,
Bulihan, City of Malolos, Bulacan
October 2005 – October 2007
Job Description:
To provide good customer service and assist customer on the information they needs in order for them to have an investment.
Set schedule of tripping and house visitation for the customer to have a personal view how the property were being develop.
To ensure that customer will get accurate information especially on pricing and the processes that they need to undergo in order for them to get the property that they want.
Also provide after sale support from the moment the customer signed the contract up to their last monthly payment.
EDUCATIONAL BACKGROUND
Bachelor of Science in Engineering
Major in Computer
Bulacan State University
Malolos City, Bulacan
1998 – Undergraduate( last year attended 2002)
Secondary Education (High School)
Saint James Academy
Plaridel, Bulacan
1994 – 1998
Primary Education (Elementary; grade 4-6)
Saint James Academy
Plaridel, Bulacan
1991 - 1994
Primary Education (Elementary; grade 1-3)
Bulacan Ecumenical School
Liang, Malolos City, Bulacan
1988 – 1991
PERSONAL BACKGROUND
Nick Name : Mhond, Riki
Birthday : April 11, 1982
Father’s Name : Dominador C. Samson
Mother’s Name : Donatila L. Samson
Status : Married
Religion : Roman Catholic
CHARACTER REFERENCES
Peter R. Fedelicio
Helpdesk Acting Team Leader
Orchid Cybertech Services, Inc.
21/F Robinson's Equitable Tower
ADB Ave., Cor. Poveda St., Ortigas Center,
Pasig City 1605
Francis Fidelino
Engineering Acting Team Leader
Orchid Cybertech Services, Inc.
21/F Robinson's Equitable Tower
ADB Ave., Cor. Poveda St., Ortigas Center,
Pasig City 1605
Daisy Morales
Sales Representative
Orchid Cybertech Services, Inc.
21/F Robinson's Equitable Tower
ADB Ave., Cor. Poveda St., Ortigas Center,
Pasig City 1605
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