Zyra Aena R. Quiambao-

Lutrania

Home Address : Al-Sadd Doha Qatar

Email Address : adgne9@r.postjobfree.com

Mobile Number : +974-****-****

CAREER OBJECTIVE

To be part of a well-established company that will provide an opportunity to apply my communication skills and other work relations and continuously acquire the training and expertise needed in order to attain career advancement and personal growth. PROFESSIONAL EXPERIENCE

SERVICE DESK AGENT

(SIDRA ACCOUNT)

BPO+ Company

SALWA Road, Qatar

April 2018 up to present

· Determines source of concern by speaking to user on the telephone, responding to emails and voicemails, interacting face-to-face on a regular basis.

· Provides a variety of day-to-day support to company’s end-users and resolves the issues with them or refers the problem to other technical personnel.

· Provides solutions to end-user problems related to computer software and hardware.

· Evaluates user needs and system functionality and ensures that IT meet the needs of Sidra end-users.

· Manages crisis situations, which may involve complex technical hardware or software problems.

· Provides extensive troubleshooting knowledge and hands on experience in the following :

Microsoft Windows client OS environment (Windows 7, Windows 10)

Microsoft Office Applications

HELPDESK TECHNICAL SUPPORT

(IBM-UNILAB ACCOUNT)

Phil-data Business Systems Inc.

3/F Kings Court Bldg. II, 2129 P. Tamo St.

Makati City

August 2014 to December 2017

● Answered user inquiries regarding computer, email, phone connectivity, software or hardware inquires to resolution or escalated

● Prepared equipment for employee use, performed or ensured proper installation of services, operating systems, or appropriate software

● Provides remote, phone and email support on a daily basis

● Provides technical assistance to the users (technical or non-technical) that have a difficulty dealing with different OS platform and applications such as WINDOWS 7, WINDOWS 10, MS Office and MAC OS

● Maintained records of every of communication transaction in call tracking system, problems and remedial actions taken, and next steps and contacts to resolution

CUSTOMER SERVICE COORDINATOR-SENIOR CONTRACT Admin RICOH Philippines Incorporated

Ground Floor OPPEN Building, 349 Sen. Gil Puyat Avenue Makati City

November 2013 to August 2014

● Create and maintain accurate customers’ contract database using in-house system

● Liaise and follow up with customer inquiries

● Handle admin duties as assigned

● Answer inbound calls

● Coordinates with various functions/groups within the company

● Monitor incoming Renewal proposal from the customer to create contract CASE MANAGEMENT AGENT

(QUOTATION OFFICER for Hewlett-Packard Philippines Inc. Account) Actionlabs I.T. Services Phils.Corp

36th Floor Robinson Summit Center

Ayala Avenue, Makati City

July 2012 to June 2013

● Answers inquiries

● Coordinates with various functions/groups within the company

● Coordinates with Engineers and Customers

● Dispatching of the Engineers

● Provides quotation of the billable activities

● Navigates a computerized system for tracking

● Monitors outstanding open cases in SR-DASH and provides weekly status

● Accomplished other related tasks that may be assigned by the team DREAM CARE SPECIALIST

Philippine Multi-Media System Incorporated

11th Floor DPC Place Building

2332 Don Chino Roces Avenue

Makati City

July 2011 up to April 2012

● Answers inquiries

● Coordinates with various functions/groups within the company

● Receive inbound calls

● Record outcome of incoming

● Navigates a computerized system for tracking

● May assess needs and suggests, promotes alternative product or services

● Accomplished other related tasks that may be assigned by the team HELPDESK TECHNICAL SUPPORT ENGINEER-CADET

Sagesoft Solutions Incorporated

9th Floor Jafer Place Building

19 Eisenhower Street Greenhills, San Juan

Metro Manila

December 2010 to July 2011

● Performs job functions consistent with the corporate vision and mission statements and the core values of the organization

● Provides online, email, telephone technical support to clients as well as project status updates to clients and to the company's management and sales force

● Logs in technical calls for the product lines in the CRM. Priorities requests for technical assistance.

● Diagnose computer problems over the telephone determining the source of the problem. Provides instant remote support for end-users

● Directs technical problems to appropriate Business Applications Consultant/ Associate or Technical Support Associate if the problem cannot be fixed over the phone

● Contacts assigned or available business applications/ technical consultant/ associate for escalating customer's issues

● Monitors outstanding open cases in CRM and provides weekly status

● Follows up continuously on the status of all open cases to the assigned technical consultant

● Confers with the different units/offices to determine computer hardware services requirements and computer needs

● Stays current on the different operating system and standard product software packages.

● Researches, identifies, analyzes and test hardware alternatives for handling present and future information and communication technology requirements

● Performs such other duties and responsibilities analogous, germane or related to and/or implied from the above enumeration of duties and responsibilities TRAININGS / CERTIFICATES

● ITIL V4 FOUNDATION TRAINING

Dated: November 2019

New Horizons Computer Learning Centers

Sidra Medicine Hospital Building

● ITIL V3 FOUNDATION TRAINING

Dated: October15, 22 & November 5 2016

Phil-Data Business Systems Inc.

5/F Phil-Data Building, 265 E. Rodriguez Sr. Ave

Quezon City

● CERTIFICATE OF RECOGNITION (CUSTOMER EXCELLENCE AWARD) Dated: December15, 2016

IBM Philippines Inc.

CERTIFICATE OF RECOGNITION (CUSTOMER SERVICE EXCELLENCE and EXEMPLARY PERFORMANCE)

Dated: February 4 2017

Phil-Data Business Systems Inc.

CERTIFICATE OF RECOGNITION (HELPDESK INFRA ACE AWARD) Dated: December 20, 2017

IBM Philippines Inc.

EDUCATIONAL BACKGROUND

TERTIARY SAN BEDA COLLEGE 2006 – 2010

Mendiola, Manila, Philippines

Bachelor of Science in Information and

Communications Technology

QUALIFICATIONS

● Excellent Oral & Written Communication Skills ( English & Filipino )

● Computer Literate ( Word / Excel / Powerpoint / Email … )

● Can handle multiple tasks simultaneously

● Goal oriented & enjoys working in a dynamic, changing / challenging environment

● Resourceful, Eager to learn new things & Can be trained easily PERSONAL DATA

Age : 31 years old

Nationality : Filipino

Civil Status ; Married

I hereby certify that the above information is true & correct to the best of my knowledge and beliefs.

Zyra Aena R. Quiambao-Lutrania

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