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Service Assistant

Manila, NCR, Philippines
September 30, 2020

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Home Address: #** **. ******* ***********, *** Miguel Betis, Guagua, Pampanga

Contact #: +63-917*******

E-mail Address:


• With 6 years of experience in Information Technology providing application, technical support and management skills.

• Career experience in service desk and management environments

• Highly adept in system analysis, diagnostics, and troubleshooting and conflict resolutions

• Exhibit excellent organizational and problem-solving skills

• Very organized, good in prioritizing tasks and can work on a number of different services at once with proper planning, monitoring and controlling using appropriate tools and techniques

• Works well in team environments and displays strong works ethics WORK EXPERIENCE:

BDO Unibank, Inc.

1. Host Administration

July 16, 2018 – January 27,2020


• Maintained and manage all user account nationwide.

• Provide support to users and project implementation

• Recommendations to address escalated issues and concerns that needs management attention

• Interfaced with IT management on issues requiring escalation.

• Perform other related functions that may be assigned from time to time

• Handle user’s inquiries via inbound calls and email correspondence.

• Conduct UAT for application administration modules of new and modified systems Contract Analyst, Information Technology Group

October 16, 2016 – July 15, 2018


• Facilitate the processing of new contracts, as well as the subsequent renewal, update and/or termination.

• Review ITO contracts for completeness and accuracy, and addresses questions related to contract management.

• Appointing contract preparation with vendor representatives.

• Facilitate the Service Performance Review for Vendor.

• Draft, review and negotiate contracts to attain achievable risk levels

• Advice and interpret contract requirements, obligations, and risks.

• Devise logical approaches and suggest to address complex issues.

• Co-ordinating and making weekly and monthly report. Vendor Management, Information Technology Group

October 01, 2014 – October 15, 2016


• Working with service providers (SP) and other concerned parties to ensure the availability of maintenance services for IT equipment within his scope

• Evaluating service provider performance and working with the service providers to address performance issues

• Monitoring of equipment records and vendor contact information in asset repository.

• Plan and implement support distribution for hardware maintenance services

• Dispatching and coordinating with internal support and vendor to facilitate proper and immediate resolution of referred service calls

• Monitoring, validating and updating of assigned service call tickets from receipt up to resolution.

• Perform quality assurance by randomly call branch/users to validate completeness of delivered service and to get feedback on performance of attending service personnel

• Co-ordinating and making weekly and monthly report of the team. Technical and Application Support, Information Technology Group April 01, 2013 - September 30,2014

• Handled ticket, analyze the request

• Solving end user’s queries and guide them patiently for instruction and basic troubleshooting on their computer issues

• Perform troubleshooting techniques over the phone or via remote desktop to identify and resolve the issues

• Provide technical support to end-users on proprietary software and application including installation basic usage and appropriate service level to warranty

• Established patterns to reoccurring issues and provides input to development teams

• Ghost Image all units, Configuration of desktop accounts and settings, Install Software and Hardware

• Installing and Configuring hardware operating system and applications

• Replacing part as required, like Hard Disk and Memory etc. Handled Projects

• Nationwide T4S Migration Banking System

• Nationwide Windows XP to Windows 7 Migration

• Nationwide Installation Symantec Anti-Virus

• Nationwide Narrowcast Configuration


Performance Management

June 20-21, 2017

Effective Business Writing

February 8-9, 2017

Communicating of Business Result

November 24, 2016


AMA Computer College (AMA)

Bachelor of Science in Information Technology (March 2013) San Fernando, Pampanga

Year 2009 – 2013


Mr. Efren D. Hernandez

Senior Assistant Vice President

BDO Unibank, Inc.


Mr. Rodrigo Gutierrez

Program Head – Engineering Department

AMA Computer College


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