1. Summary of
Experience
• Solid hands-on experience in Computer Hardware and Software Technical
Support
• Well versed with technical support with inclination towards Quality
• Committed in generating results, achieving delivery time lines and meeting
client’s expectations
• Able to work independently or within a team and across inter-department teams
• Keen on taking new challenging work and roles
• Possess good interpersonal/communication skills
• Possess a can do attitude and problem solving ability
• SME Support
• Advance MS Excel Certified
Technical Skills Software/Hardware/Networking Skills:
PC, Laptop, Printer, Scanner Hardware, Windows client operating system
System tear down, LAN, WiFi, Windows OS (Win XP/7/8/8.1), Hardware and software
Installations and Configurations, Notebook and PC Diagnostics, Installing, Configuring
and Administering Windows Server 2012, MS Powershell Scripting
Application Packages/Tools: Firewall, Antivirus, MS Office – Excel, Word, OneNote,
Ticketing System – ServiceNow, SAP, SalesForce, Siebel, SSTP = SFTP/Accellion,
Sharepoint, Exchange, Business Objects, Spamtool, Mobile Device, Bitlocker, Qlikview,
Duo security, VPN, Rally, Audio Conferencing
Completed
Courses
Configuring Advanced Windows Server 2012 Services for 70-412 (MCSA)
Administering Windows Server 2012 for Exam 70-411 (MCSA)
Installing and Configuring Windows Server 2012 for Exam 70-410 (MCP,MCSA)
Advance MS Excel
Work Experience
Cognizant
Technology
Solutions, Inc.
5th and 6th Floor
8/10 Upper McKinley Building No.10 Upper McKinley Road
McKinley Hills, Fort Bonifacio Taguig City, Philippines 1634
Tel No. 976-2270
Tech Lead/Senior Systems Engineer (January 14, 2015 to present)
 Active Directory knowledge. Creating user accounts, reset passwords, create
groups etc.
 Execute and program Powershell command scripting.
 Create and share Knowledgebase articles for team's technical reference
 1st and 2nd line support - troubleshooting of IT related problems from in-house

2. software to hardware, such as Laptops, PCs and Printers
 Troubleshoot network issues
 Escalate unresolved calls to the infrastructure support team
 Global provisioning (User Accounts Administration - Active Directory)
 Take ownership of user problems and follow up the status of problems on behalf
of the user and communicate progress in a timely manner
 Maintain a high degree of customer service for all support queries and adhere to
all service management principles and process improvement
 Provide basic in-house training in MS Office applications used within the
Association (Word, Excel, Outlook, PowerPoint)
 Provide stats for the weekly Service Desk report on call trends
 Publish support documentation to assist staff with requests for information &
provide staff training
Dell Services
International, Inc.
1800 Bldg., Eastwood City, Libis, Quezon City
Tel No. (02) 728-3355
Technical Support Senior Associate (April 2012 to October 30, 2014)
 Presently a DTC rep supporting both Hardware and Software including third
party software and devices
 Resolution Specialist POC for technical assist
 Customer Experience/XPR POC promoting customer centric culture
 Queue management – Aux usages
 POD Leader – manage metrics, handling a mini team with the team, providing
coaching and feedback
 ASR for 2 TQ batches: DIVOL NH Batch 19 and DTC NH Batch 2
 Social Media and Community (SMaC) Trained and certified
o All around support on Technical, Sales, Policies.
o Answer ACD calls and address the customer's technical support needs
or handle/route accordingly.
 Provide first-level technical support on basic operational or maintenance of a
personal computers and /or peripherals using documented procedures and
available tools.
 Use troubleshooting techniques and tools to identify products that are defective
and follow guidelines in issuing service calls.
 Escalate problems when unable to make proper determination.
 Remain knowledgeable of Dell's product line and service offerings, current
industry products and technologies.
 Log customer contacts.
 Advise/educate customers within procedural guidelines to ensure a complete

3. solution to their technical or service questions.
 Complete required product training modules on time to remain competent of
current technology offerings.
 Identify and provide input on unique or recurring customer problems.
Technical Support Associate (March 2010 to April 2012)
 Inbound technical associate for Consumer and small business clients.
 Technical support boundaries based on Document ID: 287733
 Handled Technical support for CSMB customers supporting DIV-OL systems
Inside Sales Representative (June 2008 to March 2010)
 Dell Inbound system sales, upselling, Electronics and accessories sales for
Employee purchase program. Including order status, order modification, order
issues and concerns.
Telus
International
Philippines
Raffles Bldg., Emerald Ave. Ortigas Center, Pasig City
Tel No. (02) 638-9440
Dell Customer Interaction Associate (July 2007 – June 2008)
 Dell Inbound system sale and up-selling as well as provide
customer support regarding existing order or order status, order
modification, and other customer order issues and concerns.
One Global Contact
Center Inc.
37
th
floor Antel Global Bldg.,
Julia Vargas Ave., Ortigas Center, Pasig City
Tel No. (02) 687-2775
Trainer/Coach (April 2007 – July 2007)
 Product trainer for business and consumer outbound sales
 Call Center Agent (August 2006 - March 2007)
 Outbound calls: Winback, special accounts, and add-a-line accounts
 Assistant Team Leader/Account Manager
 Customer Service handling vis-à-vis account management
 Production and Revenue report generation and monitoring

4. Achievements
Jan 2014 to Present – Cognizant Technology Solutions, Inc.
2016 Luminary Appreciation Award – Contribution and Efforts
to Infrastructure Services Practice
Q2 2016 Top 1 Autodesk Helpdesk Analyst
June 2016 Top 1 Autodesk Helpdesk Analyst
June 2016 100% Attendance Score
June 2016 Advance MS Excel Certified
June 2015 – April 2016 Achiever of the Year
April 2016 Top 1 Autodesk Helpdesk Analyst
April 2016 100% Attendance Score
March 2016 Employee of the Month
March 2016 Top 1 in Customer Satisfaction
March 2016 Top 1 Autodesk Helpdesk Analyst
Q4 2015 100% Attendance Score
Q4 2015 Top 3 in Customer Satisfaction
Q3 2015 Luminary Appreciation Award – Contribution and Efforts
to Infrastructure Services Practice
Q2 2015 Luminary Appreciation Award – Contribution and Efforts
to Infrastructure Services Practice
2015 New Comer Appreciation Award – Contribution and
Efforts to Infrastructure Services Practice
Q3 2015 Top 1 Autodesk Helpdesk Analyst
December 2015 Top 1 Autodesk Helpdesk Analyst
November 2015 Top 1 Autodesk Helpdesk Analyst
September 2015 Top 1 Autodesk Helpdesk Analyst
July 2015 Top 1 Autodesk Helpdesk Analyst
June 2015 Top 1 Autodesk Helpdesk Analyst
May 2015 Appreciation Award - Hardwork and Great Attitude
May 2015 Certificate of Excellence in Assisting with Autodesk
Helpdesk Knowledge Articles
Jun 2008 to Oct 2014 - Dell Services International, Inc.
2013 Green Alert Award Quality
2013 Customer Ambassador
Q2 2013 Bronze Award
April 2012 In-Role Promotion
July 2011 CE/XPR Superstar
November 2010 CE Idol
December 2010 DELL Elite Employee for the Month Team Rogado
November 2010 DELL Elite Employee for the Month Team Tan
November 2010 DELL Elite Team for the Month Team Rogado
October 2010 DELL Elite Team for the Month Team Rogado
October 2009 DELL Elite Employee for the Month Team Reforada
July 2009 DELL Elite Team for the Month Team Reforada
February, March,
April, May 2009
DELL Elite Team for the Month Team Aquino
January 2009 DELL Elite Employee for the Month Team Aquino
October 2008 DELL Elite Employee for the Month Team Isleta
September 2008 DELL Elite Employee for the Month Team Isleta