Bachelor of Science in Information Technology

Bulacan State University

Microsoft Certified: Azure Fundamentals

Microsoft Technology Associate: Networking Fundamentals

IT Operations New Associate

Accenture, Inc.

• Receive calls/emails/chats from users to provide a step-by-step guideline for the resolution of a technical issue.
• Document and track user’s issues using a ticketing system to ensure quick resolution.

IT Operations Associate

Accenture, Inc.

• Serves as the first level of support between the users and applications.
• Document and track user’s issues using a ticketing system to ensure quick resolution.
• Act as floor support to assist colleagues that are new to the process.

IT Operations Analyst

Accenture, Inc.

• Act as Chat Incident Coordinator for all chat queries received by the team.
• Report creation for CSAT (Internal and for the Project), Real Time Monitoring, and Call Log Ratio.
• Coordinating with the other resolver groups for process improvements.
• Act as Trainer for Product Knowledge and Nesting for new hires.
• Enabling banner and IVR for high priority tickets.
• Doing Root Cause Analysis for high touch escalations.
• Handling escalation and complex issues through call, email and chat.
• Serves as Subject Matter Expert and act as POC - (Support, LOD, Lead).
• Sending IT notifications to keep the team updated.

Service Desk Analyst

Digital Services Cambridge Limited

• Receive calls/emails/chats from users to provide a step-by-step guideline for the resolution of a technical issue.
• Document and track user’s issues using a ticketing system to ensure quick resolution.

MARTHA RUBIE CRUZ

Information Technology Operations Analyst
Accenture, Inc.
+639 16 404 8041

DEXTER LAT

IT Supervisor
Fuwealth Services Inc.
+639 56 920 0418

NICOLE MIRANDA

Roles Administrator Specialist
Nestlé Business Services AOA, Inc.
+639 35 354 6740