1. LIAN L.
TOGONON
ADDRESS
3802 F. Nazario St.
Brgy. Singkamas Makati City
CONTACT NO.
09235872579
EMAIL
lian1008s@gmail.com
DATE OF BIRTH
October 8, 1987
PLACE OF BIRTH
Manila City
RELIGION
Iglesia Ni Cristo
SPOKEN LANGUAGE
English, Tagalog
CIVIL STATUS
Married
HEIGHT
5’5”
WEIGHT
127lbs
FATHER’S NAME
Limmy M. Togonon
MOTHER’S NAME
Susan L. Togonon
OBJECTIVE
To secure a career that will enhance my knowledge, educational background, and ability to
work well with people. To achieve personal growth and to acquire income that will finance the expenses
of my family.
EDUCATION
BACHELOR OF SCIENCE IN COMPUTER SCIENCE
New Era University
No. 9 Central Ave., Quezon City, Philippines
2004 - 2009
SKILLS SUMMARY
• Excellent troubleshooting skills on hardware and software.
• Good customer service skills with good communication skills.
• Self-motivated team player.
• Can work without supervision.
• Attentive to details and can work under pressure.
• Resourceful and can contribute new ideas.
• Able to multitask effectively.
• Efficient in reports and analysis.
• Flexible and willing to be trained.
TECHNICAL SKILLS
Systems : Windows XP, Window Vista, Window 7, Linux-Ubuntu, POS
Hardware : Servers, Desktops, Routers, Hubs, Switches, Patch Panel,
Software : MSOffice (Word, Excel, PowerPoint, Outlook, Visio, Publisher),
Adobe Photoshop, IBM Lotus Notes
Network : TCP/IP, DHCP, DNS, VPN
WORK HISTORY
I.T. SERVICE HELP DESK June 09, 2014 - Present
Phil-Data Business Systems, Inc - Bangko Sentral Ng Pilipinas - Manila (Client)
3F Kings Court Bldg II, 2129 Pasong Tamo St, Makati
Job Description: Addresses and resolves basic incidents and requests; logs all incidents and requests;
engages other service desk resources or appropriate service resources to resolve incidents that are
beyond the scope of their ability or responsibility. Uses the appropriate BMC Footprints categories for
logging incidents and requests. Creates a positive customer support experience and builds strong
relationships through deep problem understanding, ensuring timely resolution or escalation,
communicating promptly on progress, and handling customers with a consummately professional
attitude. Ensures the end-to-end customer experience and provides a single point-of-contact for the
customer. Analyzes and resolves incidents and requests regarding use of application software or
hardware. Logs and tracks incidents and requests from identification through resolution. Follows up with
other support staff (service resources) involved in resolution to ensure incidents are resolved, requests
are filled, and the customer communication is complete. Documents resolutions and updates self-help
and staff knowledge bases. Grows general knowledge of current corporate, division, and facility-specific
products, increasing ability to resolve requests on first contact. Provides after hours and on-call support as
needed. Adheres to and supports ITSS standards, policies, and procedures. Maintains and protects
confidentiality with regard to all aspects of patient care and employee information. Adheres to Code of
Conduct and Mission and Value statements. Ensure tickets quality updates prior to closure. End of day
reporting and provide status reports regarding the flow of the service desk status to organic personnel.
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2. TECHNICAL SUPPORT April 14, 2014 – May 20, 2014
TeleTech
SM Corporation Building F. Pasay Manila
Job Description: Responsible for logging and isolating client concerns thru phone regarding
their account and services (AT&T U-verse account). Also supports billing, order and follow ups.
HELPDESK SUPPORT ENGINEER January 7, 2014 – April 1, 2014
Ansi Information System, Inc.
Binondo, Manila
Job Description: Responsible for logging and isolating client concerns thru phone regarding
server and POS concerns. Render shifting and on call schedules. Visit clients such as (Jollibee Food
Corporation, etc.) to render on-site technical support.
RECORDS STAFF September 2013 – December 2013
Romeo V. Austria Trading
Bangkal, Makati
Job Description: Responsible for visiting clients to render inventory and ocular inspection of our
products such as printers.
ENCODER April 1, 2012 – July 31, 2013
Personnel Builders & Consultancy Services Inc.
Malate, Manila
Job Description: Responsible for data entry and verification of our clients’ product availability in
their corresponding covered accounts. Ensure the completeness of the requirements of the hired
employees of all covered areas (Metro Manila and other provincial areas). Handles clearances of end
contract and resigned employees. Prepare and assists the manager on reports and presentations. Also
responsible for the maintenance of network, hardware and software of the company.
I.T. STAFF July 1, 2011 – March 31, 2012
Personnel Builders & Consultancy Services Inc.
Malate, Manila
Job Description: Responsible for the hardware and software issues in the company. Troubleshoots
and maintains computer network, payroll system, desktops, laptops, printers, scanners and ensures the
safeness of the work place of my co-workers. Create ideas that can help employees to get the job done
more accurately and effectively.
ICS ENCODER June 20, 2010 – June 30, 2011
Personnel Builders & Consultancy Services Inc.
Malate, Manila
Job Description: Responsible for data entry and verification of our clients’ product availability in
their corresponding covered accounts.
SEMINARS ATTENDED
Mac/iOS/Android/Smartphone and Tablet Support June 10th
2014
Ronald Sese (Assistant Team Leader)
Banko Sentral ng Pilipinas – A. Manibi St. cor. P. Ocampo St., Malate Manila
Customer Service Training: Critical Elements of Customer Service June 21st
2014
Arlante De Guzman (Vice President, Customer Support Division, Phil-Data Business Systems, Inc)
Phil-Data Business Systems, Inc – Phil-Data Building 265 E. Rod. Sr. Ave. Quezon City
ITIL V3 Foundation June 27th
2014
Niño Miranda (Service Delivery Officer, Managed Services Group, Phil-Data Business Systems, Inc)
Banko Sentral ng Pilipinas – A. Manibi St. cor. P. Ocampo St., Malate Manila
Page 2 of 2