Service Desk Analyst

• May 2023 - Present

SAP Specialist

• Jul 2021 - May 2023

Acts primarily as a SAP Consultant for Wipro. Attends to all SAP related concerns primarily through voice calls, and processing service requests from web tickets within the company’s infrastructure. Acts primarily as a SAP Consultant for Wipro. Attends to all SAP related concerns primarily through voice calls, and processing service requests from web tickets within the company’s infrastructure.

Tele-interviewer

• Feb 2019 - Jul 2020

Conduct telephone interviews for prospective clients for Sunlife Financial of Canada. The nature of the interview is to collect important and sensitive information regarding a client’s medical history and lifestyle. This enables Sunlife to properly assess and perform adjustments on what type of premium can be given based on a person’s profile. Conduct telephone interviews for prospective clients for Sunlife Financial of Canada. The nature of the interview is to collect important and sensitive information regarding a client’s medical history and lifestyle. This enables Sunlife to properly assess and perform adjustments on what type of premium can be given based on a person’s profile.

Customer Service Executive

• Oct 2016 - Oct 2017

Performs back office administrative tasks such as interviewing new applicants, onboarding, and orientation of new partners, processing payroll, refunds, and vouchers, handling complaints and escalations via phone and email, and revoking and assigning jobs to the cleaners. Performs back office administrative tasks such as interviewing new applicants, onboarding, and orientation of new partners, processing payroll, refunds, and vouchers, handling complaints and escalations via phone and email, and revoking and assigning jobs to the cleaners.

Technical Support Specialist

• Jul 2015 - Jul 2016

Provides phone support for Manage Medical Equipment Server and Workstations, assists in managing SQL Database via remote support, and identifies case urgencies to be escalated to the next level support as necessary. Provides phone support for Manage Medical Equipment Server and Workstations, assists in managing SQL Database via remote support, and identifies case urgencies to be escalated to the next level support as necessary.

Integrated Workload Processing Analyst – IBM ANZ

• Nov 2014 - Jul 2015

Performs daily deliverables such as triaging and liaising offline ticket requests and incidents to second level support until resolution and processing of orders via SAP ticketing system. Performs daily deliverables such as triaging and liaising offline ticket requests and incidents to second level support until resolution and processing of orders via SAP ticketing system.

Remote Technical Agent

• Nov 2013 - Nov 2014

• Provides inbound, outbound and email support for Lenovo Desktops, Laptops and Tablets for Australia and New Zealand users. • First level escalations for ticket incidents and requests. Key Skills: Technical Support; Remote Assistance; Escalation Management. • Provides inbound, outbound and email support for Lenovo Desktops, Laptops and Tablets for Australia and New Zealand users. • First level escalations for ticket incidents and requests. Key Skills: Technical Support; Remote Assistance; Escalation Management.

Global Service Desk – DuPont APAC / Rolls Royce / Manulife

• May 2011 - Oct 2013

Acts as a single point of contact - IT Global Service Desk that attends to all IT related concerns within DuPont’s corporate infrastructure submitted through voice and web tickets and responsible on every incident life cycle and monitors its progress until resolution and closure. Acts as a single point of contact - IT Global Service Desk that attends to all IT related concerns within DuPont’s corporate infrastructure submitted through voice and web tickets and responsible on every incident life cycle and monitors its progress until resolution and closure.

Technical Support Representative

• Apr 2009 - Jan 2010

• Supports inquiries and issues related to NETGEAR Products and software utilities. • Provides technical assistance on home based and small business networking issues. Key Skills: Technical Support; Networking • Supports inquiries and issues related to NETGEAR Products and software utilities. • Provides technical assistance on home based and small business networking issues. Key Skills: Technical Support; Networking

Technical Support Representative

• Oct 2005 - Mar 2009

Provides first level support for an SBC Yahoo AT&T internet service provider and troubleshoots DSL and Home Networking Services. Provides first level support for an SBC Yahoo AT&T internet service provider and troubleshoots DSL and Home Networking Services.

Subject Matter Expert – MSN

• Dec 2004 - Sep 2005

Provides second level support responsible for providing telephone /email /chat for MSN Centre in the Philippines and updates knowledge base articles ensuring troubleshooting steps are correct and effective. Provides second level support responsible for providing telephone /email /chat for MSN Centre in the Philippines and updates knowledge base articles ensuring troubleshooting steps are correct and effective.

Customer Service Associate (Outbound)

• May 2003 - Nov 2004

Performs outbound follow up leads for Experian credit reporting and provides surveys needed by the company to ensure continuous improvement for customer service.

Customer Service Associate (Inbound)

• Dec 2003 - May 2004

Performs outbound follow up leads for Experian credit reporting and provides surveys needed by the company to ensure continuous improvement for customer service.

Customer Service Associate (Outbound)

• Aug 2003 - Dec 2003

Specializes in selling internet services to entire North American Region for Dell Computer customers.