KARIZA YMELLE ZARZUELA

CAREER OBJECTIVE

To be able to share my knowledge, experience and contribute in your company. And, to learn new things that will enhance my skills further. PROFESSIONAL EXPERIENCE

DXC Technology / May 2016 – September 2020

Application Support (SAP AHD L1.5)

• Application help desk consultant

• Responsible for analyzing incident tickets and dispatch it to SAP functional teams if necessary

• Monitor daily process chain and troubleshoot if necessary Subject Matter Expert (SME)

• Act as the “go to” person within a department or function for questions and problems within service desk

• Provide recommendations for procedural improvements

• Define performance objectives, and determine acceptable performance levels

• Provide input into and/or create and execute user documentation and training material

• Guide other professionals on the project/program to ensure the content is accurate

• Test the product(s) or service(s) towards the end of the project/program

(user acceptance testing), using and evaluating it for accuracy and usability, providing feedback to the project/program team

Technical Solutions Representative IV

• Reviewed incident tickets and responded to end-users appropriately and within established standards; resolved open tickets in a timely and professional manner, ensuring a positive client feedback

• Resolve user technical issues as they arrive via call, email or chat interaction

• Typically help users in the Self-Service Portal if they need to create, manage, and update service requests

Sutherland Global Services / June 2013- February 2016 Microsoft Tier 2 Technical Support

12th Floor, PhilPlans Bldg. North Triangle Drive, Bonifacio Global Taguig City IBM Daksh Global Services / April 2012 – February 2013 Customer Care Representative

7rd Floor, Hanston Square Bldg. San Miguel Ave., Ortigas Center, Pasig City adgs5b@r.postjobfree.com

+63-927-***-****

B1 L20 Greenview, Dreamland

Subdivision, Brgy Hagonoy,

Taguig City

EDUCATION

Bachelor of Science in Tourism

Management

University of Makati

West Rembo, Makati

City 2012

TRAININGS AND CERTIFICATIONS

Waitress/Cashier training

Music Platinum Family KTV Bar

Metrowalk Commercial Complex

Meralco Ave

Dec 2011- Mar 2012

Advance English (proficiency) Pre-

Employment Program

University of Makati

West Rembo Makati City

Dec 2011- Mar 2012

Assistant Auditor (OJT)

Airphilexpress Inc.

R1 Hangar, APC Gate 1, Andrews

Avenue, Nichols, Pasay City

Sept 2011 – Nov 2012

REFERENCE

Available upon request.

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