Experience

iBayad Online Ventures Inc

• Philippines
• Information Technology & Services
• 1 - 100 Employee

• Software Engineer

  • Aug 2022 - Present

  -Produce clean, efficient code based on specifications -Integrate software components and third-party programs -Verify and deploy programs and systems -Troubleshoot, debug and upgrade new and existing software -Gather, evaluate and provide technical support on user feedback -Recommend and execute improvements -6 to 24 mos. onsite support (AFRICA) -Produce clean, efficient code based on specifications -Integrate software components and third-party programs -Verify and deploy programs and systems -Troubleshoot, debug and upgrade new and existing software -Gather, evaluate and provide technical support on user feedback -Recommend and execute improvements -6 to 24 mos. onsite support (AFRICA)



IQVIA

• United States
• Hospitals and Health Care
• 700 & Above Employee

• System Support Analyst

  • Oct 2019 - Aug 2022

  Infrastructure Responsibilities: -Handle tickets and triage support requests in a timely manner to the appropriate project team. -Escalate issues that cannot be solved to the appropriate department. -Monitor all automatic ticket assignments and support requests for trends and possible errors. -Administer helpdesk platform configurations to account for group, agent, and business updates. -Communicate with support system’s account representative regarding system enhancements. -Assist with user management of the networks for multiple teams Ticket Management: -Escalate tickets to appropriate resolver group. -Update aging tickets and ensuring that processed tickets meet the SLA. -Has the overall responsibility for queue process adherence which includes 3 strikes. -Perform monthly Freshdesk agent audit. Show less



Allegis Global Solutions

• United States
• Staffing and Recruiting
• 700 & Above Employee

• Service Desk Analyst

  • Apr 2018 - Jul 2019

  Infrastructure Responsibilities: -Respond to requests for technical assistance via phone and email -Provide end user support, including installing and configuring computer hardware, operating systems and applications setup, monitoring and maintaining servers and networks performance. -Manage email accounts in O365 -Maintaining and creating, changing, and deleting user's accounts and profiles per request. -Manage Network Domain using Active Directory -Administer and maintain end user account, permissions and access rights -Troubleshooting system, network problems and solving hardware/software faults. -Knowledgeable in Microsoft based operating systems and other technologies which may include but not limited to the following: Android, SharePoint, Exchange, VPN, Skype for Business -Notified customer of issue status and follows-up with customers to ensure problems have been resolved satisfactorily. -Performed password resets, break fix, printer support, network connectivity and VOIP troubleshooting. -Password reset for phone and VM logins in CUCM Ticket Management: -Escalating tickets to appropriate resolver group -Updating aging tickets and ensuring that tickets are up to date -Performed quality assurance check of tickets processed by team -Has the overall responsibility for queue process adherence which includes 3 strikes Show less



Atos

• France
• IT Services and IT Consulting
• 700 & Above Employee

• Technical Solutions Specialist

  • Apr 2015 - Dec 2017

  Infrastructure Responsibilities: -Manage customer service requests to facilitate timely and efficient desktop service -First point of contact to provide first call resolution -Perform troubleshooting via Remote Desktop Connection -Assist in Installation and un-installation of applications and drivers -Provide Lotus Notes support -Provide Office 365 Support -Provide password reset for Basic Account and Phone Account -Keep track of tickets to meet the target requirements of the client Show less



AMTI (Accent Micro Technologies Inc.)

• Philippines
• Information Technology & Services
• 200 - 300 Employee

• Technical Support Specialist

  • Apr 2013 - Feb 2015

  Infrastructure Responsibilities: -Manage customer services requests to facilitate timely and efficient desktop service -Install new desktop systems and devices -Change installed desktop systems and devices -Move installed desktop systems and devices -Remove and process desktop systems and devices according to the desktop lifecycle -Provide Level 2 Problem resolution for the desktop -Participate in direct face-to-face coordination with client -Meet with clients at all levels to ascertain whether CSC’s client satisfaction goals are met -Provide premium support services for VIPs -Provide support to other Product Lines for example Wintel and NES -Install, change, move and remove computer systems -Provides break/fix support -Provides accurate asset data to Asset Management -Avaya Support -Lotus Notes Support Show less