Support Representative Desktop
Resume:
NERIZA G. RUMBAUA
Iglesia Ni Cristo
Blk.10 lot 1 Asamba Cpd. Sitio Mendez Baesa, QC
Email add: *************@*****.***
Summary of Qualifications
Top-performing Analyst with more than 7-year track record in in customer service with technical support background record keeping and general office management, planning, monitoring, and workforce function in a Business Process Outsourcing Operations. Well-versed in oral and written communication, multitasking and perseverance to task completion. Proficient in Customer Service, Workforce and Service Desk role; handling multiple accounts and Performance & metrics of employees, advance knowledge about IT support and resolve network, hardware and software issues with computers using multiple tools. Hands on knowledge in improving overall efficiency. Strong background in MS Word, Excel, PowerPoint and Outlook.
EDUCATIONAL BACKGROUND
TERTIARY New Era University 2008- 2012
Diliman, Quezon City Graduate
DEGREE Bachelor of Arts in Mass Communication
SECONDARY Judge Juan Luna High School 2004-2008
Del Monte, Quezon City
PRIMARY Karis Christian Academy 1998-2004
Baesa, Quezon City
WORKING EXPERIENCE
Wipro (July 27, 2018 – Jan 5,2021)
SPGlobal S&P Global Inc. (prior to April 2016 McGraw Hill Financial, Inc., and prior to 2013 McGraw-Hill Companies) is an American publicly traded corporation headquartered in Manhattan, New York City. Its primary areas of business are financial information and analytics.
oService Desk Analyst Level 2
oPerform 2nd level support for Request and Incident Fulfillment
oUnderstand the use of MS Active Directory, LDAP, SCCM, Citrix, AWS, Azure, MFA, VPN, Networking, Jira, Zendesk, Service Now, Vayusphere, basic troubleshooting for Oracle, SQL, CTS, Cloud, MacOS and other internal app.
oPromoted as RDS (remote desktop support)
oKnowledge about RDP, remote access, port forwarding
oInstall and configure computer software applications
oWeekly Collaboration with the management to provide continual service improvement our service desk processes
oTake escalation calls from VIP users
oLog all ticket according to the user’s concern (request or incident)
oAlways document each call
oExcellent and strong attention to details
oSupport user by performing system test and updates after each troubleshooting
oReset passwords for all employees depends on their domains
oConfigure and repair Outlook issue
oTaking ownership of the assigned tickets from creation to completion
oTaking inbound calls, chats, email and ticket from colleagues depends on assigned regions
oCoordinate with other resolver team to mainly identify the root cause of the issue and to have it resolved.
oAttending conference bridge call with all the resolver team to fix outages
oAssist end user by continuous improvement of support methods, enhancing remote desktop support
oUse to maximize a day by resolving more than 20 ticket per day
oFocus on first call resolution
oParticipate in creating Knowledge Base as to help colleagues
oWork closely with all IT Services group in doing collaborations
oMaintain good CSAT score
oMaintain good Assignment Accuracy by having more than 98% per month
VXI Global (Nov 12, 2015 –June 2018)
Rapidly grew vertical market expertise and language capabilities, specializing in call center and BPO services, multilingual support, software development, quality assurance testing, and infrastructure outsourcing. Belongs to the ranks of the top 50 telemarketing companies in the United States.
o Workforce Specialist RTA
o Real Time monitoring
o Business Report Analyst (interval, daily, weekly & monthly reports)
o Coordinate with various departments including clients and center on
a daily basis on staffing levels and production efficiency maximization .
oTier II Tech Support ATT Uverse
oCustomer Care
oDeals with hard core troubleshooting
oOnline Account specialist – password reset
oEmail Troubleshooting
Convergys (April 2015 – October 2015)
AT&T, Inc. is a holding company, which engages in the provision of telecommunications
and digital entertainment services.
oTechnical Support Representative – prepaid mobile account
oCustomer Care
oBilling Adviser
oDeals in Data/Phone Troubleshooting
oSuspend/Restore Lost Phone
Expert Global Solutions EGS (September 2014 – February 16, 2015)
Barclays PLC (Account) is a British multinational investment bank and financial services company headquartered in London.
oRelationship Manager / Technical Representative –
oOnline Billing Specialist
oCash Collection
oDeals with Care Issue
Wipro (November 12, 2012 September 12, 2014)
British Telecommunications PLC (Account) provides communication services worldwide. Its offers a range of home phone products and calling plans; ADSL broadband services; TV and mobile services, provides postpaid and prepaid mobile services; a range of 4G mobile phones, tablets, connected devices, and mobile broadband devices.
oFloor Walker / Support- assist agents on difficult queries, takes supervisory calls
oBusiness Billing Adviser
oCash Collection
oOnline Billing Adviser / Products Promoter
oDeals with Complaints / Billing Disputes
oDeals with Basic Troubleshooting
Skills
Strong interpersonal skills
Excellent organizational skills, ability to do multiple priorities
Has strong attention to details
Team Player / can work as an individual and work as a team
Multi-tasking skills
Can work under pressure
Has a very bright personality
Managing other resources to solve the issues
A Fast learner and willing to accept any corrections
Solve problems in a very Professional and calm way
CHARACTER REFERENCES
Jaime Antonio Borbon Ning Tayao
Citi Bank Workforce Operation Manager 092******** 099********
Contact this candidate