Customer Service Microsoft Office

Regine Shane C. Magugat

Address: Unit * Flat * Al Hilal St. Najma, Doha, Qatar

Mobile: +974-***-*****

Email: acrppb@r.postjobfree.com, acrppb@r.postjobfree.com

Objective

Seeking a responsible position in a dynamic organization with stimulating environment, this could utilize my experience and education with the best of my performance and confidence. Also to work in a challenging atmosphere that provides opportunities for learning & growth in professional field and also to establish technical skills. Qualification

Bachelor of Science in Information Technology with 8 years of extensive experience in the field of Information Technology and Customer Service.

Areas of Interest

Technical and Application Support, System Administration (UNIX), Network Administration, Web Design, Digital imaging, Internet, Technical Documentation Education

Bachelor of Science in Information Technology

2003 - 2007

MAPUA INSTITUTE OF TECHNOLOGY

MAKATI CITY, PHILIPPINES

Work Experience

Infor PSSC Inc. (formerly Lawson PSSC Inc.)

Duration: November 08, 2010 – May 30, 2015

Position Title: Technical Support Analyst

Location: 14th Floor Net Square Center

28th Street Corner 3rd Avenue Crescent Park West

Bonifacio Global City 1634, City of Taguig, Philippines Duties & Responsibilities

Provides application and technical support for Lawson products and designated 3rd party products to customers, partner and company associates. Support includes functional analysis, program analysis, testing and debugging to resolve customer issues that are reported via online support tools or via telephone.

Responsible for tier two and/or tier three support while ensuring that all service level agreements and customer satisfaction goals are achieved as defined in the Support Operations Handbook.

Develop, demonstrate and maintain technical skills including troubleshooting, data analysis, code debugging, test scenario creation and testing.

Support for Lawson Administration: Security settings, database configuration, LDAP, Lawson Web utilities, Processflow Setup and connections

Tools and Software used:

* Infor Xtreme

* Third party products such as Java, WebSphere, Microsoft ADAM (LDAP), Oracle database, Processflow

Hewlett Packard (HP) Asia Pacific Ltd.

Under the contract of Emerio Corp.

Duration : September 2007 – November 2010

Position Title : ASSISTANT TEAM LEAD / UNIX SYSTEM SUPPORT ENGINEER

(Level 2 Unix Support)

Department : Remote Management Center Philippines

Location : Three World Square Mckinley Hill Fort Bonifacio Taguig City, Philippines

Duties & Responsibilities

UNIX SYSTEM SUPPORT ENGINEER (Level 2 Unix Support)

Providing 24 x 7 2nd level technical support (second point of escalation) for UNIX system servers to our accounts remotely.

Collecting and documenting inquiries from our clients, troubleshooting tickets from clients and reporting problems to project team subject to severity of the problems.

Technical Supervisor for documentation for responsible areas, ensuring compliance with internal standards, diagnoses problems and provide resolutions.

Remote Management of more than 1000 servers for the accounts Vodafone Australia and New Zealand, Natsteel Holdings Singapore, JG Summit Philippines, CapitaLand Singapore, Impress Singapore, both for users and servers.

Exposure to Citrix server configuration and maintenance for Solaris and other UNIX and Linux variants.

Operating System: SunSolaris, HP-UX, Red Hat Enterprise Linux

Tools: EWM - Ticketing System (Remedy, OVSC), Putty, SecureShell), Citrix

Understand the customer’s Service Level Agreements (SLA) with their end-users and HP’s SLA with the customer.

ASSISTANT TEAM LEAD

Shift Adherence - Ensures that agreed shift adherence process is complied with and there is appropriate number of people on the shift

Ensures that all tickets are appropriately assigned and worked on.

Monitors shift queue continuously, drive tickets into resolution and escalate to DTS/Team Lead as appropriate.

Act as initial escalation path for engineers for technical issues

Coach, assist and help team in resolving / troubleshooting. IBM DAKSH BUSINESS PROCESS SERVICES PHILS.,INC.

Duration : May 2007 - August 2007

Position Title : Customer Care Specialist (Sprint Account) Location : 30TH Floor PBCOM Tower 6795 Ayala Ave, Makati City Duties & Responsibilities

Answer outbound calls as well as assist customers who have specific inquiries

Build customer’s interest in the services and products offered by the company.

Provide personalized customer service of the highest level.

Respond to customer inquiries, research required information using available resources.

Handle and resolve customer complaints and provide customers with product and service information.

Identify and escalate priority issues & route calls to appropriate resource. WORK-RELATED EXPERIENCE

(Student Trainee) Gulliver Integrated Outsourcing Inc. – (October 2006-December 2006) Performed Digital Imaging of the Company’s Existing Websites Performed as a Graphic Designer, Document and Data Specialist and Website Code Encoder Professional Profile

Software Knowledge

Proficient in System Administration: Unix- Linux, Sun Solaris, HPUX (File System Management)

Software Applications: Windows Microsoft Office Applications, Proficient in Microsoft Office (Word, Excel, and Power Point, OneNote)

Networking: Basic Understanding on Remote & Network Configuration items - DNS, TCP/IP, Hosts, Telnet, FTP. Network cabling, Basic Cisco routers and switches configuration

Multimedia: Adobe Photoshop

Literacy in computer architecture, operation and applications.

Operating System: Windows XP, Vista, Windows 7 and 8, UNIX (Linux, HP-UX, Solaris, AIX)

Communication Skills

Communicate effectively and proficiently either oral or written.

With fluency in both English and Filipino.

Others

Ability to comprehend, capture as well as interpret basic customer information.

Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.

Dependability; to follow instructions as well as take responsibility for their actions and also keep commitments.

A sound knowledge of telephone etiquette.

Personal Profile

Birthdate: October 8, 1987

Birthplace: City of Malolos, Bulacan, Philippines

Age: 27 years old

Nationality: Filipino

Status: Single

Visa Type: Family - Personally

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