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francisannvillano
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- 最終ログイン : 2020-11-03
- 登録日 : 2020-11-03
職歴
詳細
Elita Media Group PTY LTD
Executive Administrative Assistant
2020/07~ 2020/11
Responisble for Product online listings
Sourcing Relevant information needed for projects
Handling office tasks, such as filing, generating reports and presentations, setting up for meetings, and reordering supplies.
Providing real-time scheduling support by booking appointments and preventing conflicts.
Screening phone calls and routing callers to the appropriate party.
Using computers to generate reports, transcribe minutes from meetings
Greet and assist visitors.
Maintain polite and professional communication via phone, e-mail, and mail.
Wells Fargo Bank
Technical Initiative Support Coordinator II
2019/05~ 2020/07
Responsible for coordinating activities and resources in
support of technical projects with low to moderate risk
and complexity, impacting small number of users and/or
departments
Uses technical experience such as Desktop, Networking
and other technical applications and knowledge of
technical project management methodologies and tools
to ensure all projects adhere to high quality standards,
meet customer expectations and are delivered on time
and within budget
Gathers project requirements and develops
documentation
Tracks and reports project and budget status
Identifies project/production issues and identifies
resources to provide solutions or escalates to avoid
project delays
Updates websites to host project documents, reports, and
related information
Serves as point of contact for project information and
updates
Assigned Project/Workgroup – Software Asset
Management:
Responsible for daily and strategic management and
control of the software portfolio in order to optimize the
value, cost and risk of software.
Track, maintain, and coordinate license and maintenance
agreement renewals and procurements.
Develop reports that pull data from various sources
showing license entitlements, installations, usage,
renewal, procurement status, and data gaps and
Regulatory Compliance
Project organization
Process improvement
Implementing security
programs
research and develop standardized SAM processes.
Work closely with Licensing Team, Software Deployment
Team, Software/Product Owners, Project and Program
managers, and Software Engineers to obtain critical
information required for the management of software.
Drive decisions regarding software lifecycle, licensing
models, and terms that have a direct impact on Wells
Fargo IT Infrastructure.
Communicate through email, individual interview, group
meetings, and presentations to end users, management,
developers, and vendors.
Respond to requests from end users, managers,
developers, and team members for specific IT Software
Asset Management data information.
Wells Fargo Bank
Information Security Analyst
2017/05~ 2019/05
Does risk review for access of Wholesale Banking Team
Members.
Display knowledge and proficiency in handling key
access management process including Role Based
Access Philosophy, Privileged Access Policy & Definition,
Data Loss Prevention, and Separation of Duties/Toxic
Combinations.
Determine whether exception approval is required for
access being requested and seek approval from
delegated approvers when necessary.
Process requests using various request channels.
(WANDA, ART, Request Center, SPARS, WACS, IES,
IAM etc.)
Consistently apply role based access methodology in
daily work.
Consistently display a “do the right thing” mentality for
clients, providing guidance and independent oversight &
controls to mitigate risk.
Deliver high quality customer service through timely
communication and appropriate urgency to escalations
Train partners in the Wholesale Identity Access
Management model.
Develop and maintain process knowledge base for the
LOBs supported.
Escalate and participate in resolution of opportunities to
increase risk oversight, gain efficiency and enhance the
customer experience.
Effectively utilize time management, prioritization and
organizational tools to manage daily responsibilities.
ATOS Information And Technology
Technical Helpdesk Analyst
2016/05~ 2017/05
Providing day-to-day technical support for network
devices and desktop/laptops.
Effectively manage issues through multiple forms of
inbound requests including in person, queue calls
(phone), e-mails, Chat, web forms, or client
tracking/ticketing databases
Utilizing soft skills and troubleshooting skills to resolve
client issues and questions.
Respond to all Customer requests in timely and
professional manner
Instruct end users in the appropriate use of equipment,
software, and/or reference materials
Data entry (management of data) -accurately prioritize,
categorize, track and log calls, tickets, chats, etc.
following client or internal tracking protocols
Troubleshoot and resolve issues related to
hardware/software, password resets, Microsoft operating
systems, security, desktop applications, and peripherals
Research/troubleshoot issues using the tools available
Navigate internal/external reference support materials
Work closely with other team members to identify and
suggest resolutions and improvements
Prioritizing and escalating support incidents and requests
based on business impact and documented guidelines.
Communicating highly technical information to both
technical and nontechnical personnel.
Exclusive Calls
Senior Communications Trainer/Recruitment Specialist
2015/01~ 2016/04
Vast training delivery and facilitation and coaching experience
Profound knowledge of Customer Service Team procedures and policies
Strong communication, organizational, motivational and time management skills
Exceptional ability to perform multiple tasks
Ability to adjust quickly in short time frames with limited direct supervision
Strong ability to build rapport with others and create a team environment
Quality and Development Training
Provide first level contact and convey resolutions to customer issues
Properly escalate unresolved queries to the next level of support
Track, route and redirect problems to correct resources
Update customer data and produce activity reports
Walk customers through problem solving process
Follow up with customers, provide feedback and see problems through to resolution
Utilize excellent customer service skills and exceed customers’ expectations
Ensure proper recording, documentation and closure
Recommended procedure modifications or improvements
Preserve and grow your knowledge of help desk procedures, products and services
Determining the best solution based on the issue and details provided by clients
Teletech
Product Specific and Communications Trainer II
2009/08~ 2012/10
Vast training delivery and facilitation and coaching experience
Profound knowledge of Customer Service Team procedures and policies
Strong communication, organizational, motivational and time management skills
Exceptional ability to perform multiple tasks
Ability to adjust quickly in short time frames with limited direct supervision
Strong ability to build rapport with others and create a team environment
Quality and Development Training
Provide first level contact and convey resolutions to customer issues
Properly escalate unresolved queries to the next level of support
Track, route and redirect problems to correct resources
Update customer data and produce activity reports
Walk customers through problem solving process
Follow up with customers, provide feedback and see problems through to resolution
Utilize excellent customer service skills and exceed customers’ expectations
Ensure proper recording, documentation and closure
Recommended procedure modifications or improvements
Preserve and grow your knowledge of help desk procedures, products and services
Determining the best solution based on the issue and details provided by clients
学歴
詳細
Southville International Schools and Colleges
2007/06~ 2009/03
Studied Mass Communication