Brief Introduction

Dedicated IT professional with over a decade of experience in application packaging, software deployment, and technical support. My goal is to leverage my proficiency in creating and testing software packages, automating tasks, and ensuring seamless deployment processes. Seeking a challenging role where I can contribute my extensive knowledge and collaborate with a dynamic team to drive efficient application management and enhance end-user experiences.

Skillset

• 12 years of relevant experience
• Technical Documentation
• IT Infrastructure
• User Acceptance Testing
• PowerShell
• Python Programming
• Microsoft System Center Configuration Manager
• End Users
• VBScript
• InstallShield
• Functional Testing
• Google Chrome
• Microsoft Windows
• Microsoft Windows 10
• Microsoft Windows 2008 Server
• Microsoft Windows XP
• Server
• HP OpenView Configuration Management
• MicroStar International
• IBM SP2
• Microsoft Application Virtualization

Work Experience

Senior Desktop Engineer

Aug 2023 - Sep 2024



• Creates complex packages of new softwares and/or updates using AdminStudio based on organization's IT infrastructure - Creates packages for Autopilot ESP devices - Performs functional testing of software packages before User Acceptance Testing (UAT) - Performs script validation for packages created by the Desktop Engineering Team - Automates tasks with the use of VB script, Powershell or Python - Creates tools using Powershell or Python - Provides 3rd line of support for package-related problems - Provides additional support to Autopilot/Azure end-users - Serves as a consultant for Application Packaging - Mentors junior application packagers within the team - Implements and monitors deployment of software packages using SCCM and Intune to workstations

Desktop Engineer

May 2020 - Aug 2023



• (3 years 4 months) ------- - Creates of new software packages and/or updates using AdminStudio based on organization's IT infrastructure - Performs functional testing of software packages before User Acceptance Testing (UAT) - Automates tasks with the use of VB script, Powershell or Python - Creates tools using Powershell or Python - Provides 3rd line of support for package-related problems - Provides additional support to Autopilot/Azure end-users - Implements and monitors deployment of software packages using SCCM to workstations

Application Packager

Oct 2016 - May 2020



• (3 years 8 months) ------- - Performs analysis, review and assess application packaging requirements - Identifies problems or limitations of softwares with the existing operating systems prior to application packaging - Creates application packages using AdminStudio/InstallShield to simplify installation/uninstallation processes for end-users based on business requirements - Develops, maintain and deploy core softwares such as web browsers (Google Chrome, Internet Explorer, Mozilla Firefox) and Microsoft Office in a Windows environment - Automates tasks with the use of VB script and Powershell codes to meet business and system requirements - Follows existing or creates new functional testing protocols of packaged applications on several Windows Operating Systems (Windows XP, Windows 7, Windows 10, Windows Server 2003, Windows Server 2008 and Windows Server 2012) prior to deployment - Performs documentation of customizations and changes made during the packaging process - Maintains existing SOE configuration, provide minor updates or modify existing task sequences as required - Provides 2nd/3rd line of support in finding the root cause for package-related problems and provide possible solutions - Assists and monitors deployment of software packages using SCCM to workstations and/or servers

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Education

• Degree: Bachelor of Science

  Major: Duration: Jan 2005 - Jan 2010
  

Brief Introduction

•Knowledge in using system software such as Microsoft Word, Excel, and PowerPoint. •Arrange data using system software for clean and precise work. •Communicate using application software by writing and answering emails to customers and other businesses. •Trained and experienced proper process of communicating with customers via call and specific tools to track and validate the information.

Skillset

• 1 year of relevant experience
• MS Excel
• MS PowerPoint
• MS Word
• Email Management
• Phone Support
• Chat Support
• Communication Skills
• Critical Thinking
• Decision-making

Work Experience

Chat Support Representative

Nov 2022 - Aug 2023



• Providing assistance to customers in regards with their mobility and internet service. Set up other services such as payment arrangement, retention, appointment set up for internet service, and tracking of orders
• Coordinate with other department to consult an issue in order to address the problem and provide a much easier service and fair amount of tine of our customers.

Account Associate

Oct 2021 - Jan 2022



• Assisted customers with inquiries, payments, and order requests in a given time which resulted in a satisfied customer and provided great feedback regarding the service
• Tracked, set up, and updated closed customer accounts in a computer system for more secured validation of information
• Discovered other possible solutions to an extent by consulting with outside parties which made it easy to resolve customers' concerns.

Back Office Support

Aug 2021 - Oct 2021



• Used critical thinking to breakdown problems, evaluate solutions and make decisions. Demonstrated respect, friendliness, and willingness to help whatever needed. Improved operations through consistent hard work and dedication.

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Education

• Degree: Bachelor

  Major: Duration: Jul 2019 - Nov 2019
  

Brief Introduction

Highly motivated and experienced IT professional seeking a challenging position in the field of Information Technology. Offering a strong technical background, excellent problem-solving skills, and a passion for leveraging technology to drive business success.

Skillset

• 5 years of relevant experience
• Google Workspace
• Active Directory Experience
• Server Management
• Office 365
• Fortigate
• Cisco Meraki
• Connectwise

Work Experience

Computer Support Specialist - Snr IT

Sep 2018 - Sep 2024

Education

• Degree: Bachelor of Science in Industrial Technology major in Computer Technology

  Major: Duration: Jun 2011 - Mar 2015
  

Brief Introduction

To secure a challenging position in a reputable organization to expand my learnings, knowledge, and skills.

Skillset

• 8 years of relevant experience
• Monthly Closing > Month End Reporting
• Positive Attitude
• Self-motivated
• Staffing
• Microsoft Excel
• Microsoft Office
• Microsoft PowerPoint
• Microsoft Word
• English
• Tagalog > Filipino

Work Experience

Forecasting Analyst, Data/Reporting Analyst

Nov 2021 - Sep 2024



• * Responsible in building Operations daily/weekly/monthly reporting * Responsible in building Project based reports Nearsol

Verint Support Specialist

Aug 2021 - Nov 2021



• * Reviews and analyzes technical problems and functionality of Verint and the integrated external applications. * Determines best course of action to resolve technical problems and inquiry. * Responsible in maintaining Verint User License; Imports and Terminates Verint user
• * Communicates and escalates technical problems of external applications to the designated support. * Provides internal trainings and sessions to guide users on product usage. * Develops and improves product knowledge, in order to provide accurate technical resolution
• Qualfon

Scheduling Analyst

Dec 2018 - Aug 2021



• * Creating a net and gross requirement for each of the workflows based on information collected from capacity plans, forecast files and other by the WFM Planner provided documentation * Reviewing and processing requests from operations for activities, time off and exceptions into the schedules, based on provided guidelines, capacity and regulations * Creating employee schedules with the automated WFM tool used for the specific accounts * Control if all special characteristics and requests for the schedule are processed correct by the system or during the fine tuning of the schedule, also in accordance with labor laws and other guidelines or standard procedures * Complete the Standard Work Instruction for Schedulers and assure the log file and other checklists are completed prior to handing over the schedule to WFM Intraday Management * Create and maintain schedule bids or other scheduling automated methodologies * Actively participate and provide suggestions and solutions during schedule approach review * Maintain and adjust agent configuration in the WFM tool used for the accounts a schedule is provided to Qualfon

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Education

• Degree: Bachelor of Science

  Major: Duration: Jan 2012 - Jan 2013
  

  Degree: B.S.

  Major: Duration: Jan 2009 - Jan 2011
  

Brief Introduction

To be a part of a dynamic team and contribute my humble capabilities through competent hard work for the good of the company.

Skillset

• 16 years of relevant experience
• Bookkeeping
• Zendesk
• Oracle
• Customer Relationship Management
• Microsoft Office
• Vonage
• Weekly Reports
• Salesforce
• Computer Literacy
• Microsoft Office Tools
• Process Escalated Issues
• Team Management
• Training New Agents

Work Experience

Customer Service Representative

Dec 2021 - Mar 2022



• Responsible for cold-calling potential customers
• Sourced for possible customers who would like to have their bathroom redesigned
• Submitted Daily and Weekly Reports
• Sent SMS and emails to prospects
• Managed calendar for appointments Answered calls from customers asking for the service
• Reason for leaving: Project-based (end of contract)

Call Center Remote Team Member

Apr 2021 - Jun 2023



• Handled a real estate company based in the US
• Provided information and customer service to tenants, leads, and owners using Salesforce and the website
• Managed calls and Call Queue using Vonage
• Submitted Daily and Weekly Report Managed Call Center Chatroom to answer questions from agents especially the newbies while they are engaged on a call. Managed different department's emails received
• Called and sent SMS on abandoned calls.

Customer Service Representative

Jul 2007 - Feb 2021



• Handled various accounts such as financial, retail, and telco companies all based in the US. Handle inbound and Outbound Calls. Process escalated issues as a Resolution Specialist. Communicated with customers, clients, and shoppers through emails, calls, and chat (Email/Chat support). Handle basic Bookkeeping and Accounting. Took the role of Learning Specialist OIC
• Helped supervisor in overseeing a team Employment Gap: Worked as a Senior Recruiter

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Education

• Degree: Bachelor's Degree

  Major: Duration: Jun 1996 - Nov 2001
  

Brief Introduction

Leverage market insights to identify and secure new business opportunities for mutual success.

Skillset

• 17 years of relevant experience
• Staff Appraisals
• Email Marketing
• Sales
• Sales And Marketing
• Mentoring
• EMarketing
• Marketing Analytics
• Analytics
• Feasibility Studies
• Market Research
• Best Practice
• Operations Management

Work Experience

Business Development, Manager

Oct 2021 - Nov 2023



• Business Development Manager ------- (2yrs
• 1mo.) Specialization Sales Development Support Responsibilities Directly report to CEO and COO Manage 10 SDRs, 2 Recruiters, and 2 Lead Gen Specialists Conduct Sales Training Conduct Intro Meetings and Demo Outbound calls and Email Marketing Performance Review, Action Planning, Reports and Analysis

Business Development, Manager

Mar 2021 - Sep 2021



• Business Development Manager ------- (6 months) Specialization Digital Marketing and Sales Responsibilities Directly report to CEO Handle both Sales and Marketing Department Manage 7 sales executives and 6 marketing specialists Conduct Sales Training Manage e-commerce website Outbound calls and Email Marketing Sales Closer Performance Review, Action Planning, Reports and Analysis

Business Development Manager

Mar 2020 - Mar 2021



• (1 year) Specialization Telemedicine Marketing and Sales Responsibilities Handles a team of 10 Sales Development Executives Sales mentoring End-to-end Sales (Prospecting to Closing) Product Demo and Webinar Hosting Outbound calls and Email Marketing Sales and Marketing Analytics Performance Review and Action Planning

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Education

• Degree: Bachelors Degree

  Major: Duration: Sep 2024 - Jan 2005
  

Brief Introduction

To secure a challenging position in a reputable organization to expand my learnings, knowledge, and skills.

Skillset

• 4 years of relevant experience
• Customer Service
• HealthCare Account
• Email And Phone Calls
• Microsoft Applications
• Google Mail
• E-Commerce Account

Work Experience

Customer Service Representative

Apr 2021 - Aug 2023



• Ensuring that the member's concern is being resolved and satisfy by providing the most appropriate information and guidance Being part of the escalation team we adjudicate a case who should win the case or should the case close as no action based on the given information and evidence

Customer Service Representative

Nov 2019 - Dec 2020



• Helping providers(Doctors, assistants of Doctors, or medical staff) in their patient's insurance/health plan benefits, claims processing, and other inquiries Providing excellent service and extra mile to the caller but ensuring average handling time and another matrix will be met Meeting and surpassing targets on all metrics on a daily and monthly period

Education

• Degree: College Degree

  Major: Duration: Jan 2010 - Jan 2014
  

Brief Introduction

Striving to contribute comprehensive HR expertise and collaborative solutions as a People Solutions Partner within a progressive organization, fostering a positive workplace culture and driving impactful strategies for employee success and organizational growth.

Skillset

• 6 years of relevant experience
• Human Resources
• Sourcing Candidates
• Shared Services
• Ad Hoc Analysis
• Benchmarking
• Company Policies And Procedures
• Compensation And Benefits
• Policies And Procedures
• Rules Of Procedure
• HR Databases > HRIS
• MS Powerpoint
• MS Excel
• MS Word
• Sprout
• Canva
• Workday
• Employee Relations
• Performance Management
• Point Of Contact
• Liaison

Work Experience

Jr. HR Business Partner

Jul 2019 - Jun 2021



• Ensures alignment with the mission, vision, strategic goals, and priority projects for the organization. Creates an atmosphere where HR is a trusted resource for employees and managers, respected for their expertise, and called upon for consultation and support. Oversees adherence to performance management, including monitoring performance evaluations. Provided day-to-day HR support to the 400+ employees. Employee relations: Acts as the first point of contact for employees for performance management and employee relations issues. Meets with management to discuss possible action steps to resolve associate relations issues. Acts as a liaison between staff and management to address various situations as necessary.

Global Human Resources Coordinator

Feb 2017 - Jul 2019



• Supports Global function in human resources department such as recruitment and employment, recordkeeping, benefits and compensation, employee relations, HRIS reporting and data entry, and other HR Global Projects. Performs a variety of tasks across multiple human resources. Provide Support to the US HR Team in various HR Administrative functions. Recruiting/Sourcing Candidates. Maintaining Applicant Tracking System Data and Job Postings. Scheduling Interviews. Branding AHM globally to attract talent. Compile data and conduct research. Prepares shared services forms associated with new hires, employee data changes, and terminations. Develops and maintains reports for management including headcount report, active report, org charts, ad hoc reports, etc. HRIS: Maintains company Human Resources Information Systems (HRIS). Benefits and compensation programs: Involved in projects to evaluate benefit plans and providers, and participates in benchmarking/compensation surveys. Compliance/Administration: Coordinate/administered human resource policies, programs, and practices, recognition, performance evaluation, and organizational updates. Understands and can interpret policies and procedures and ensure proper compliance is followed. Employee Relation: providing guidance to managers, advice and investigate issues under internal procedures with company policies, resolving/negotiating existing complaints or cases with the legal counsels or court.

Human Resources Assistant

Nov 2014 - Jan 2017



• Administered corporate and government mandated benefits to more than 400 active employees for 5 Business units/companies (specific in Philippines and Indonesia). Deliver a solid and reliable HR experience for stakeholders via key HR administrative tasks, throughout the different stages of an employment cycle. Administer company provided benefits. Attend meetings of proposal company benefits and conduct activity or seminar for corporate and government benefits. Attend to inquiries of employees regarding corporate and government benefits and loans. Provides payroll information by collecting employee details. Submits monthly attendance report. Prepare and submit reports for employee updates and newly hires to corporate partner benefits. Maintaining personal files (201). Provide Pre-employment requirements, onboarding, and conducting new hires orientation. Submits employee data reports by assembling, preparing, and analyzing data. Assist for Corporate Dole Audits. Provide and process travel requirements for expats such as visa, Alien of employment and immigration on immediate family. Recruitment Administration, including posting job ads, administering assignments, communication with candidates, etc. Helps employees by explaining benefit programs. Assist in the assessment process of applicants.

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Education

• Degree: Bachelor of Science

  Major: Duration: Jun 2015 - Jun 2017
  

  Degree: Bachelor of Arts

  Major: Duration: Jun 2009 - Oct 2013
  

Brief Introduction

To secure a challenging position in a reputable organization to expand my learnings, knowledge, and skills.

Skillset

• 5 years of relevant experience
• Reconciliations
• Collections
• Outbound Calls
• Credit Cards
• Complaint Handling
• Customer Service
• Google Suite
• Google Suites
• Organizational
• Microsoft Office
• Administrative
• Sales

Work Experience

Credit and Collections Assistant

Jul 2018 - Sep 2024



• Ensures that the company receives accurate payment in a timely fashion Supports collection efforts through the mail, phone calls, and other digital means of sending collection notices Obtains client information and verifies concerns through phone calls and emails

Customer Service Associate

Jul 2016 - Aug 2018



• Identifying potential loan customers by reviewing credit card holder data Contacting customers to discuss loan options and eligibility criteria Providing clear and accurate information about loan terms and conditions, interest rates, and repayment schedules

Education

• Degree: College Degree

  Major: Duration: Jun 2012 - Jun 2016
  

Brief Introduction

Highly motivated and results-oriented operations assistant for 7 years with proficient analytical and problem-solving abilities. Acknowledged for the ability to establish and maintain strong collaborative relationships with colleagues and internal and external customers. Proven adaptability and the ability to flourish in high-pressure and fast-paced environments.

Skillset

• 7 years of relevant experience
• Windows OS
• Troubleshooting
• Logistic Support
• Inventory Analysis
• Inventory Control
• Technical Support
• Critical Thinking
• Problem Solving
• Invoicing > Issuing Invoices
• Invoicing > Purchase Invoices
• Eye For Detail
• Self-motivated
• Teamwork
• Time Management
• Flexibility
• Analytical Skills
• Zoho

Work Experience

Operation Assistant - Technical Support and Logistic Support

Aug 2016 - Sep 2024



• Technical Support - Troubleshoot error and concerns encountered by the customer End to End process as logistic support - Purchasing-Production Planning - Delivery Planning Conducts User Acceptance Testing or UAT of new system or application. Assess and evaluate errors being encountered by branches and provide temporary or permanent fixes to proceed with the next process. Sets up workstations with all required components. Remotely configures, maintains, and supports card end-to-end printing processes in ALL branches. Deploys system or application upgrades in ALL branches to improve existing applications. Applies critical thinking and problem-solving in analyzing sales and redemption trends. Validates and processes purchase orders with all the required documents and services to run the company's operations. Prepares production and delivery/shipping planning. Tracks delivery status and routes to ensure product is delivered efficiently, ensuring on-time deliveries 95% - 100% of the time. Processes Billing and Sales Invoices. Monitors and updates inventory levels and maintains accurate records of inventory and stock movements. Resolves problems timely and effectively, ensuring customer satisfaction. Assists the operations manager with the planning of routine operations and special projects. Promptly addresses customer inquiries and complaints to foster swift resolution.

Education

• Degree: Bachelor of Science

  Major: Duration: Jun 2012 - Jun 2016