JHUNZKI CASTILLO

City Address: Block * lot ** St. Rita street,

Sto. Niño Village, Tunasan, Muntinlupa City

Mobile Number: 095********

E- mail: adgs3x@r.postjobfree.com

Objective:

I am seeking a competitive and challenging environment where I can serve an organization and establish a career for myself.

Work Experience:

Product Support Specialist / EDI Analyst

OPENTEXT

January 2014 – Present

Associate Product Support Specialist for Dedicated Managed Services/Premium Support Team

With a task of guiding current and new members of the team on how to improve the support process.

Tasks

• Monitors/Handles client transactions for errors and ensures they are reported within SLA.

• Ensure the completeness and accuracy of errors reported.

• Work on customer inquiries and troubleshooting requests via phone and email.

• Attend Internal swat calls and client calls.Collaborate with Delivery Managers (DM), Integrators/Implementers, Tier2 and Tier3 (RTS) in identifying and resolving client errors.

• Create/Provide trending analysis on errors reported.

• Conducts supplier certifications.

• Perform other tasks deemed necessary by management in enhancing support performance.

• Creating or modifying scripts when needed

• Responding and coordinating new client setups/deployments

• Documenting new processes or workarounds.

Skills

• EDI(Electronic Data Interchange) data processing

• Finding and tracking data on Unix servers by executing batch commands and scripts

• Using of different applications upon data tracking/processing that includes:

Putty, AS2,TGMS, SMG, DCTS, Swift,Orchestration,BizLink,BizManager,TGAD,Citrix,

MQ, RosettaNet

• Using of different protocols that includes: FTP, FTP-SSL, SFTP,HTTP,HTTPS

• Reading trace logs and map models

• Siebel (Ticketing System) -Troubleshooting problems directly from clients.

Data Analyst

SPi Global Parañaque – LexisNexis

September 2011 – December 2013

Tasks

• Gathers source data through email to analyze their workability (eg. Consistency in format and structure)

• Creates Conversion Instruction based on templates, Data-Type-Definition (DTD) provided by the client to check the validity of the file elements.

• Communicates process or instruction queries with the clients

• Coordinates with other DAs, client mentor and external clients for the CI review and approval.

• Turns over to the Software engineer the approved CI for programming.

• Prepares the necessary forms for the online release of the approved conversion instructions.

• Performs post-release checkout or live test to test the quality of the converted files.

• Looks into client/complaints received through a ticketing system.

• Corresponds with and generates reports for the clients.

Skills

Specialized knowledge of Processes/Tools:

• XML DTD’s

• HTML

• Writing Conversion Instructions

• Checking/Analyzing conversion issues

• Webstar(Ticketing System) -Troubleshooting problems

Projects handled:

Factiva DA

• Assigned to build publications and to make it available in the clients’ website.

EDUCATION

MAPUA INSTITUTE OF TECHNOLOGY

Bachelor of Science in Information Technology

2007 - 2011

SOUTHERNSIDE MONTESSORI SCHOOL

Camella 4 Homes at Brgy. Poblacion, Muntinlupa City

2003 – 2007

Personal Data

Born on March 07, 1990 in the Philippines. Fluent in both Filipino and English. Enjoys being challenged and learning new things. Hard–working, Responsible, Can participate well in a group. Willing to adapt new knowledge and further enhance skills through training and studying.

Character References

References available upon request

Contact this candidate