日本と海外をつなぐクラウドソーシング

ALORICA PHILIPPINES, INC

E-mail Customer Service Representative and Chat Technical Support Representative

2004/09～ 2005/07

E-mail Customer Service Representative
 Responsible in answering customer's issue through e-mail- Gateway Product
 Providing information regarding the status of their orders, permanent return items, replacing of orders and shipping status of customer's orders. Answering 40 e-mails per day and proper documentation
 Kana Software for E-mail queue, Knowledgeable in Siebel database for documentation, Knowledgeable in JD Edwards system for tracking purposes, editing and processing of orders for a customer.


Chat Technical Support Representative
 Troubleshooting hardware and software products of Gateway computers and providing troubleshooting steps to resolve customer's issue
 Customer service support .Up selling gateway products, processing of orders
 Knowledgeable in Siebel database for documentation, CF1 software queue for Chat, Knowledgeable in JD Edwards system for tracking purposes, editing and process of orders for customer.


MIROF RESOURCES INC
7/f philcox Bldg. 122 Salcedo St., Legaspi Village, Makati City
October 14, 2004 – April 14, 2005

E-mail Customer Service Representative

SYKES ASIA, INC.

Customer Service Representative

2005/08～ 2005/11

 Responsible in answering e-mails of customer regarding browser issue- for Microsoft MSN. Answering 60 e-mails per day, answering e-mails of customer regarding their authentication of account
 Customer service support/ Password reset, Change of credentials, etc. Providing right steps to customer's issue concerning; password issue, HAC issue, parental control, registration, etc.
 Knowledgeable in using Kana software for e-mail Queue/ Documentation

TELETECH CUSTOMER CARE MANAGEMENT

Technical Support Representative Level 1

2005/12～ 2008/02

 Handled Four LOB's (Line of Businesses) of AT&T Account like: DSL Queue, Select Queue, Vista Queue and Chat Queue.
 Responsible in answering and troubleshooting customer's issue regarding AT&T High speed internet connection, e-mail issues- outlook and outlook express, checking the status of due date of customer's connection and setting up AT&T High speed connection and wireless connection. Configuring vista operating system connection, MAC operating system connection and other windows operating system connections.
 Knowledgeable in using CRM (Customer Relations Manager) database. Instant Service console for (Chat support).

INFOSYS BPO COMPANY LTD

Senior Process Executive

2009/05～ 2010/03

 Responsible in answering telephone call in a 24/7 operation for Fujitsu customer in the U.S, Canada and some parts in Europe.
 Assisting Customer in troubleshooting hardware and software parts of Fujitsu notebook. Reinstallation of operating system, upgrading and downgrading, updating drivers, deleting upper and lower filters of cd/dvd drive. Checking specifications of Customer’s computer, Customer Service, Transferring call to tier 2 if necessary. Setting up RMA order and replacement of parts of the notebook using Oracle software
 Knowledgeable in using Oracle software

COGNIZANT TECHNOLOGY SOLUTIONS

IT Helpdesk POS Support

2014/07～ 2015/02

 Support 24/7 Operations of Ruby Tuesdays in the U.S
Supports the following:
 POS software(Point of contact sale),
 Restaurant support ;
 Back of House - KVM - Kitchen Display systems, BDS- Bar Display Systems, Bumpbar, micros, Telephone Systems, thermal Printer, etc
 Front of House - Micros/ Workstations, Impact printer
 Back Office - Management PC, POS PC, Phone server (legacy phones), Internet phones(VOIP), Scanner installation, issues, Printer installations and Issues.
 Internet Issues- Troubleshooting internet equipment such as NMD(ATT Server) switch, router, modem, etc
 Process orders for any parts and items in the restaurant needing to replace

Unisys Philippines Limited LLC

ITHelpdesk

2015/03～ 2016/01

 Provides Service Desk support for client globally - APAC, EMEA, N.A
 Provides Email support in APAC Region specifically Philippines support. Creates ticket and assigns to relevant resolver team. Provides troubleshooting for Shared Mail box, Shared drive, Mapping the printer, local and network printer. Installation of SAP application. Password reset for SAP applications depending on SAP systems, Password reset for Network log in, Issues with phones, Airwatch MDM, etc. Other task that may be assigned from time to time

Kmc Mag Solutions

IT Helpdesk for EAM Application Support

2016/01～

Analyze client's issue
Liaise with Account Manager, Project Manager for client's information
Liaise with Development and Integration team for the progress of the ticket
Replicate issue of Client