IT Operation Lead.
Resume:
Nica Abigail Galang
*****************@*****.***
OBJECTIVE
To succeed in an environment of growth and excellence and get a job which provides me satisfaction and self-development and help me to achieve my goal, to be involved in work where I can utilize my skills to full potential.
SUMMARY OF SKILLS
Troubleshooting Microsoft Products (Microsoft office, Excel, Outlook)
Queue Management
Networking
Scheduling
Active Directory
Processing Requests
Handling Calls,Emails and Chat
Handling Exchange Server
Troubleshooting Mainframe Application
Granting User access from Mailbox, Shared drive
Handling Network Support
Handling Microsoft Product (outlook, Excel etc)
Handling Messaging tools Like Good Application and Blackberry
Real-time management
Doing Reports
Good On Multi-tasking
Good on People Skills
Fast Learner
Willing to learn new things or process
PROFESSIONAL EXPERIENCE
CGI PHILIPPINES INC.
2nd floor One World Square, Upper McKinley 10, Mckinley Hill, Taguig City, Philippines
Position: Operation Team Lead
From July 2020- Present
Monitoring Members Tickets and Productivity
Attendance Scheduler (Members Daily Schedule, Schedule Breaks)
Doing a Daily Reporting for SLA.
Handling Client Escalation and Survey
Analyzing Reporting Data
Handling Client Urgent Request
Managing Members MSAP
CGI PHILIPPINES INC.
2nd floor One World Square, Upper McKinley 10, Mckinley Hill, Taguig City, Philippines
Position: Work Force Analyst (Specialist)
From August 2019- July 2020
RTQM (Real Time Que Manage) - Monitoring Breaks, Assigning tickets, Monitoring attendance, Employee Leaves, timesheet adjustment.
Attendance Scheduler (Members Daily Schedule, Schedule Breaks)
Doing a Daily Reporting for SLA, ASA and adherences of the members.
Capacity Planning
Analyzing Reporting Data
CGI PHILIPPINES INC.
2nd floor One World Square, Upper McKinley 10, Mckinley Hill, Taguig City, Philippines
Position: Service Desk Specialist – English
From March 9, 2015 to August 2019
Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of client satisfaction.
Receive and respond to user inquiries and requests via telephone, email, and chat, case-tracking system professionally and with speed, accuracy, and proficiency.
Procedures quality work and results.
Ensure fast and accurate turnaround of work.
Solve problems using agreed upon procedures.
Develop a comprehensive understanding and mastery of all tools.
Remain updates on products, policy procedure and other important operational issues.
Perform other duties as assigned.
To work in partnership with local management, colleagues and client at all levels to ensure requests are resolved to the satisfaction of the customer.
First Call Resolution process
Handling Exchange servers and Mobile Device
Other Tasks
Queue Manager
Processing backlogs for other member
Handling Calls. Email and Chat
Extracting Distribution List to Exchange to Excel
Trainer for the newbies/ Knowledge Transfer
Integration Trainer for the newbies
Monitoring incoming tickets
Seven-Seven Global Services Inc
Assigned to the JP Morgan Chase Global Technology Infrastructure Program
Position: Helpdesk Analyst
From August 5, 2013 to November 30, 2014 (1 year and 3 months)
Installing and configuring computer hardware operating systems and software applications via Remote Desktop Connect
Monitoring and maintaining computer systems and networks;
Talking staff/clients through series of actions, either ticket management, live chats or over the telephone to help set up systems or resolve issues
Troubleshooting system and network problems and diagnosing and solving hardware/software faults, replacing parts as required
Supporting the roll out of new applications, setting up new users’ accounts and profile ad dealing with password issues
Responding within agreed time limits to call outs.
First Call Resolution process
ON THE JOB TRAINING EXPERIENCE
ScopeWorks Phillipines
April 2012 – May 2012 April 2012 – May 2012
Handled system for the ID management.
Troubleshooting system and network problems and diagnosing and solving hardware/software faults, replacing parts as required
Configuring Lan Cables and Network
Handled ticket management,
Colegio de San Juan de Letran – Calamba (162 hours)
MIS Department – Letran
June 2012 – September 2012
Handled system for the ID management.
Troubleshooting system and network problems and diagnosing and solving hardware/software faults, replacing parts as required
ACCOMPLISHMENTS
-CGI Integration Trainer 2019
-CGI Individual Awardee – FY2017, FY2018, FY2019
-Led and pioneered Service Desk for Canadian Insurance Account
-CGI Team of the Year - 2017
EDUCATION
COLEGIO DE SAN JUAN DE LETRAN-CALAMBA
4 YEARS DEGREE -2009-MARCH 2013
REFERENCE
DEBBIE LOUISE AGADER
Servicedesk Trainer
Contact this candidate