It Support Desktop

MA ROWENA DIMAYACYAC

PROFESSIONAL SUMMARY

Highly experienced IT industry working in several areas including IT support, Logistic coordinator, SAP Basis functional, IT Asset management and Service desk administrator with 8 years and 7 months of experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Purchasing request such new workstation, subscription and services in IT using SAP S4HNA.

WORK HISTORY

Service Desk Administrator, 02/2022 to 09/2022

Wipro Limited - Manila, Philippines

Provide Level 1 support and Assess user's issue, request and problems

Respond to IT related queries and request from all calls, tickets, emails and chats from internal and external user

Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.

Become familiar with each client and their respective applications/ processes

Manage all queries or escalate if not resolve as per defined helpdesk policies and framework

Troubleshooting tasks performed remotely or over phone

Technical Environment

Service now, Citrix, SCCM tools, AWS cloud computing,Microsoft Active directory, Ping ID,MFA,VPN and Avaya, Outlook and Teams

Senior Desktop Support, 11/2014 to 01/2022

CuroTeknika Inc (PayMaya Inc) - Manila, Philippines

Involves Onboarding and Offboarding employees

Provide technical Assessment both MacOS and Windows

New computer setups, install System tools and application

Implement new software testing procedures

Responsible for troubleshooting and repair of Desktops/Laptop hard ware and other peripherals.

Support issue such MFA, VPN, Outlook, Teams, Microsoft Offices, Password, various of software and systems installation, Printer Configuration, Internet and Perform computer maintenance

Resolution and recovery for hardware and software problems in MacOS and Windows

Patch upgrades for new systems and existing

Enroll employee as new registration and uploading of Biometrics for all door

Setup basic sound system and multiple mirrored TV for events and Polycom setup for conference

Technical Environment

Kaseya, MFA, VPN, Outlook, Teams, Microsoft Offices

Service Desk Analyst, 11/2014 to 01/2022

CuroTeknika Inc (PayMaya Inc) - Manila, Philippines

First point of contact for providing technical support to internal, external and remote staff via ticket, chat email and phone

Creates documentation for all calls: detailed notes of problem and troubleshooting steps performed.

Assess and support all tickets

Addressed user customer service concerns and decided when to escalate problems to specialist team members.

Assist user for password reset and lock/unlock account in Active directory, remove old profile to MFA and VPN, Added user to distribution list and deploy Adobe license

Troubleshooting task will performed via remotely or physically

Technical Environment

JIRA, Salesforce, AWS, SAP ERP and S4HANA,Microsoft Active Directory, Confluence, Adobe, etc.

Logistic Coordinator, 11/2014 to 01/2022

CuroTecknika (PayMaya Inc) - Manila, Philippines

Create Purchase requisition order request to all IT related Assets, subscription and services

Track and monitor approvals for PR's and PO's

Process all purchasing requests for IT related asset,subscription and services

Create Purchase requisition and Purchase Order using SAP S4HANA

Coordinate to vendor to make sure order will be deliver on time

Coordination with Finance Team for internal order to process PR's and PO's

Request quotation to all vendors; include Price, meet requirements and available of items.

Tracked orders and notified my manager status or potential delays.

Process payment for incoming invoices after receiving deliver from vendor.

Track payments and coordinate with Finance and Treasury team to check payment status

Manually create vendor ID for new vendor to able to process orders and payment.

Technical Environment

SAP ERP, SAP S4HANA and Power Application

IT Asset Management, 11/2014 to 06/2020

CuroTeknika - Manila, Philippines

All incoming items such as Laptop, Computer, TV, peripherals, Subscriptions and Services should input to Asset Management

Updating data records like cost, details, due date and others

Monitor stock levels of IT asset, subscriptions and services

Deploying Laptop, TV, license must be accountable to person

Generating report for deployed and available items.

Technical Environment

Snipe IT, Microsoft Excel

EDUCATION

Bachelor of Science, Information Technology, 04/2014

Adamson University - Ermita Manila

ACCOMPLISHMENTS

Achieved by completing migrated Kaseya and Symantec with accuracy and efficiency.

I got promoted as Senior Desktop Engineer after a year with PayMaya

Documented and resolve which led to reached target SLA.

Achieved Salesforce implemented through effectively helping with the team to process the purchase order to get subscription.

CONTACT

Address: Winnipeg, Manitoba R3B 1T7

Phone: 1-431-***-****

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

SKILLS

Team work

Customer Experience

Problem-solving

Resolve Technical Problems

Excellent communication

Technical Support and Assistance

Time management

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