Service Desk Technical Support

ALICE T. SILAO

Bldg. **-*** Bagong Lipunan Condominium,

Western Bicutan, Taguig City, Philippines

Mobile # 092*-***-**** 092*-***-****

E-mail Add.: **********@*****.***.**

SUMMARY

Service Desk Lead provides exceptional leadership in IT help desk environments in 15 years. Provides technical support and Analytical expertise to team members and supervises goal progression.

Manage the IT Service Desk group to provide 1st level & 2nd level technical support, BA role; analyze document, data, run script using SQL/query analyzer, serves as the first contact support answering queries via the telephone and email, branch server support using remote desktop tools or should the need arise attendance to users place of work.

Providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problems, database restoration and determines and implements solution.

Being patient and friendly even with difficult customers. I’ll able to share advanced technical knowledge in simple and understanding way.

TECHNICAL SKILLS

Computer Systems /

Hardware / Software Skills

MS Word, Excel, Power point, Office 365 Outlook, Remote Desktop/Ultraviewer, Data Visualization, SQL Analyzer, Oracle, Database Restoration, Service Management (create request tickets), Active Directory User Management, Networking experience including a demonstrated understanding of VPN, LAN, WAN, Wireless, CISCO, IPv4, DNS

EDUCATION

Bachelor of Science in Hotel & Restaurant Management [Aklan State University] [1999 – 2003]

PROFESSIONAL EXPERIENCE

VERTERE GLOBAL SOLUTIONS, INC. Jan. 1, 2019 – April 30, 2025

IT Help desk Team Lead, S2

The Project involves AVON COSMETICS, INC, MAKATI

LENTUS SOLUTIONS INC. Jan. 19, 2013 – Dec. 31, 2018

IT Service desk Level 1 Support &

IT Service desk Team Lead

The Project involves AVON COSMETICS, INC, MAKATI

MIROF RESOURCES INC. Jan. 19, 2009 – Jan. 19, 2013

IT Service desk Level 1 Support

The Project involves AVON COSMETICS, INC, MAKATI

Responsibilities included:

-Provide Level 1 & 2 support in the following areas:

Monitoring the Start of Day and End of Day processing of interface files of 192 branches.

Resolve issues that may arise out of the monitoring

Resolve incidents from Avon users and branches on applications used by Avon.

Answering emails and incoming call (from the Branches and HO Users), log all customer question and issues accurately and efficiently into Remedy/AISP/Service Portal / ticketing system.

Responsible in performing routine user accounts using administrative tools applications which covers the granting, modifying and revoking of user access to the system based on Internal Control requirements.

Manage employee’s accounts using Active Directory. Set up new accounts for new employees, account modifying, reactivation and revoking based on system access on Internal Controls requirements.

-Assist in ensuring that the team complies with defined SLAs set with the client.

-Assist in developing and improving procedures and processes for operational issues.

-Assist in ensuring that the team maintains updated documentation relevant to Level 1 support.

-Ensure that hand off reports to the other Level 1 support engineers working on the next shift are provided.

-Provide inputs in preparing the team’s shift schedule rotation.

-Assist Service Desk Agents any point on cases; ensure internal SLAs are being adhered to; else escalated to next level.

-Review emails to ensure no missed out.

-Responsible for ensuring that all incidents reported are categorized and allocated efficiently and correctly.

-Provide inputs to the performance evaluations of the Level 1 Support engineers.

-Generate report on assigned tickets for all IT Support group (System Administrator, Infrastructure, Business Application, Technical & Service desk Support), ensure its followed thru as per SLAs.

-Ensure tickets that are handover are worked on and assigned to service available.

-Ensure any incidents that cannot be resolved at the 1st level are appropriately escalated.

-Perform other responsibilities assigned as appropriate to Level 1 support.

Monitoring the DSL link connection down of branches and coordinate with PLDT provider.

Conducting root cause analysis on reported problems.

Resolving all defects with production systems that can be addressed via parameter set-up, batch re-runs, and other similar corrective measures.

Recommending procedural and/or technical work-arounds to reported problems so that operations may continue while said problems are being resolved.

Assist user on appropriate action like troubleshooting system and network problems and diagnosing and solving basic hardware/software faults;

Provide On-Call Support as required.

Running network applications to support systems and users;

-Coordinates with all locations and provides guidelines on the processing of program/system enhancements/upgrades.

-Create procedural documentation for use by Service desk team members in the resolution of trouble calls.

-Coordinates Client Services in ensuring that program fixes and enhancements are thoroughly tested.

-Work closely with other groups to coordinate plans and activities to facilitate specific business outcomes.

-Provide management and performance weekly and monthly reports on SLA compliance, Service Desk Metrics and IT assets.

-Direct reported to Senior IT Managers on any issue that could significantly impact the business.

-Performs other related duties as assigned; Business Analyst role as needed by immediate supervisor.

PRUDENCE MERCHANDISING, INC. July 15, 2008 – Jan. 17, 2009

Accounting & Marketing Clerk

.

Responsibilities include:

Responsible for releasing check, voucher, updating and monitoring dues, invoices of clients.

Perform telemarketing process (call / follow-up clients / suppliers)

Coordinates, reporting directly to the General Manager / Owners.

Generate and secure the list of suppliers / customers, ensuring confidentiality of information and organized filing system of documents that support the accounting functions.

Monitoring of stock requisitions, purchases and deliveries.

Analysis of stock inventory, pricing and cost control.

FCP GROUP PHILIPPINES, INC Jan. 19, 2008 – July 14, 2008

Administrative Assistant

The Project involves SUMMIT ONE CONDOMINIUM TOWER CORPORATION

.

Responsibilities included:

Reports directly to the Property Manager and supervises other staff within the Administration department.

Responsible for dispensing administrative functions that support the PM System, inclusive of, but not limited to, the following:

Maintaining an organized filing system of documents that support the administrative functions, most especially documents that confirm the Building Development and the establishment of the Condominium Corporation.

Generate and secure the 201 file of unit owners, ensuring confidentiality of information

Generating circulars and announcements that affect routine operations

Assisting tenants’ needs in securing building passes

Monitor usage of Building amenities.

Ensures that all administrative processes and permits released comply with the requirements and standard set by the Condominium Corporation.

Maintains tracking of building occupancy, residents and non-residents alike.

Ensures that government related requirements/permits are renewed or updated.

Ensures that administrative operations promote building rules and safety regulations.

Coordinates with Engineering Department for general service requests of unit tenants.

Responsible for approved procurement and control of consumable supplies.

INNOVATECH ENTERPRISES Mar. 29, 2007 – Jan. 11, 2008

Secretary / Marketing Officer

.

Responsibilities included:

Coordinates, reports directly to the General Manager / Owners.

Performed the telemarketing process such as gathered all information, inquires and dealing transaction over the phone

Monitor and follow up the client / customers.

Handle office schedules, coordinate meetings and visits, organize files, answer phones and perform a huge array of other essential tasks.

Inventory office supplies and equipment, monitoring, purchasing and reporting.

Filling the daily / monthly bank and government transaction such as Income Tax Return, encash check, etc.

ECELL COMPULINK Aug. 10, 2003 – May. 27, 2007

Encoder Clerk

Responsibilities included:

Encode the necessary data give a complete, accurate and organized manner.

To operate xerox machine, fax machine and scanner.

To handled cashiering / counter

Monitoring supplies and inventory of equipment.

Filling the monthly bank transaction such as Income Tax Return, SSS, Phil Health, etc.

LA ESPERANZA HOTEL & RESTAURANT May 05, 2003 – July 15, 2003

Room Attendant

Responsibilities included:

Performs routine duties in cleaning and servicing of guestrooms and baths under supervision of housekeeping supervisor.

Submits daily accomplishment report.

Assisting check-in / Check-out

Monitoring supplies and inventory of equipment.

Observes, anticipate and accommodates guest needs or request.

TRAINING COURSES/CERTIFICATIONS

Palm Plaza Hotel (Palm Nouveau Training Center) Nov. 16 – 28, 2006

Elite Hotelier Management Consultancy & Training Cntr.

Mabini St., Ermita Manila, Philippines

Room Attendant / Immersion Program (OJT)

WG&A a Crew-ship of M/V Our Lady of Lipa Sept. 19 – 22, 2002

(Apprenticeship by Experience Program) (APEX)

F&B / Housekeeping Dept. Staff (OJT)

Millionaires’ Hotel & Restaurant, Golden Rock Corp. Oct. 2002 – Jan. 2003

Edsa Malibay, Pasay City, Philippines

Operation Department/Receptionist/Housekeeping (OJT)

Kurts/Kamay Kainan Restaurant Nov. – Jan. 2001

Arch. Reyes St. Kalibo, Aklan, Philippines

Dine-in / Kitchen Staff (OJT)

Seminar-Workshop on Banquet and Catering Management April 24-28, 2000

by: Eulogio “Amang” Rodriguez held at

Aklan State University Campus, Kalibo Aklan

San Miguel-Pure Foods Culinary Center Manila June 21, 2002

Cooking and Baking Demo

Seminar Convention & Exhibition Management February 27, 2002

Class 2002 Tourism & Hotel and Restaurant

Management Department

Council of Hotel and Restaurant Educators of March 16, 2001

the Philippines (COHREPM)

Seminar on E-Commerce and E-Learning of September 20, 2000

Informatics Computer Institute

PERSONAL DATA

Age 42 yrs. old

Date of Birth December 09, 1982

Place of Birth Kalibo, Aklan, Philippines

Religion Roman Catholic

REFERENCES

Ms. Katrina Javier

Business Engagement Jr. Manager

Avon Cosmetics Inc.

22ND Flr. Pacific Star Building, corner Makati Ave., Makati City

Tel. No. 091********

Mr. Rogie Bueno

IT Support Lead

Avon Cosmetics Inc.

22ND Flr. Pacific Star Building, corner Makati Ave., Makati City

Tel. No. 091********

Ms. Pauline Libiran

HR Business Partner

Vertere Global Solutions Inc.

8th Flr. Adamson Center, 121 L.P. Leviste St., Salcedo Village, Makati City

Tel. No. 092********

Contact this candidate