2018
BS Computer Science
Pamantasan ng Lungsod ng Pasig
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
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My Experience and Education
2022
-
2022
HKT Teleservices PH
(Application Support Engineer)
Customer interface for fault management and change management. Responsible for technical
troubleshooting and ensure timely resolution.
• Ensure regular customer communications of status progress on their reported concern.
• Escalate to high level support for prolonged cases for resolution or require their immediate
attention.
• Attends to service requests and do necessary system configuration and coordinates with high
level support if beyond capabilities.
• Proactive platform and infrastructure monitoring through NMS to ensure platform and service
availability
• Internal and external supplier/support team liaison to drive for service restoration according to
SLA requirement
• Accountable for customer satisfaction for service and operation support
• To undertake special assignments when required.
• Other tasks / functions that may be assigned by the Company as per business requirement. These
may change from time to time to reflect the changing requirement of your position and our
business.
2021
-
2022
Emapta Philippines Inc.
(NOC Technician)
• Critical Incident Response addressing Priority 1 tickets within SLA
• Identifying trends in alerts, considering the bigger picture to
identify broader issues than what a single event may indicate
• Monitoring alerts in Monitoring tools for Network/VOIP/Server/VM
and do basic triage to troubleshoot the alerts
• Document the ticket on troubleshooting steps and escalate if
needed for resolution within the defined SLA
• Use extensive knowledge of TCP/IP and Networking basics to
provide resolution.
• Use knowledge of OSI model to properly triage tickets and use CLI
and GUI via remote control to identify and resolve customer
issues
2020
-
2021
NTT Ltd. Philippines, Inc.
(Desktop Support Engineer)
• Provide an onsite support to our BPO client
• Monitoring of incident and request tickets in ticketing tools
setup client's computer, Install the needed software based on
their department and role
• Provide a solution and recommendation on the problem they
encounter.
• Guide on how to use the software that our client's need for their
role.
• Engage on a bridge call with onshore support if we encounter a
priority 1 and 2 tickets.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
WordPress Specialist
Provides assistance with WordPress-related tasks remotely.