Service Account

Fernan Pichay

**a GL Jaena **st. West Rembo Makati City

Contact Number: 090********

Email Address: ******.******@*****.***

Professional Summary :

I have experienced of supporting colleagues within a large organization by phone email and by remote desktop. I have friendly telephone manner and I can explain complicated concepts in a way users or client can understand. I ‘am able to use my initiative to escalate issues when necessary and alert the right person when needed. Being in the industry for more than 10years gives me the confidence in working with other people perform under pressure meet deadline and still provide the right support to clients.

Key Skills:

• Networking Troubleshooting & Configuration

Modem

Router

Wireless Repeater

• Computer Troubleshooting & Configuration

Wired & Wireless

Printer Mapping

Email

• Internal IT Process

Citrix / VDI Administrator

Password & Account Enable, Disable, Add, Delete & Modify Granting Accesses in Active Directory

Creating Shared, User & Distribution Group Mailboxes Software Installation

Email Installation

Mapping Network Drives

• Citrix / VDI Server Environment Administrator

Terminate, Disconnect/Reconnect & Force Logoff User’s Session

• Account Provisioning

New Hire

Termination

Change / Modify

Work Experience:

Cognizant Technology Solutions, Inc.

April 2015 – June 2020

5th Floor 10 Upper McKinley Bldg. McKinley Hill Fort Bonifacio, Taguig City Title Position : Senior Systems Executive

Account:

Stewart, Stateauto, BD, Country Financial

Description: Service Desk Task and Account Provisioning Task Shift Handover Report, Ticket Backlog Reports. Ageing Ticket. Dispatch and Chat Adhoc Task, CEM task root cause analysis

ITIL certified.

Convergys

2005 – 2012

8Th floor Glorieta 5 Ayala Center Makati City

Title Position : Tech specialist level 4

Account :

ATT DSL / ATT UVERSE

Description :

Provided wide technical support to ATT consumer regarding Email, IPTV, Internet service and Voip concern. Was part of the Uverse escalations team and was assigned to do QA Audit for the team. TASK :

SME Floorwalker

QA audit for the team

Member of Escalations Team

Root Cause analysis for TACRIFT

In Team coaching sessions

In Team Trainer for nee comer

Education:

College:

Fatima Medical College

2000 - 2006

High School:

Pio Del Pilar Educational Institution

Makati

1993 - 1997

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