1. Ma. Lourdes Y. Sambrano
Permanent address: Block 13 Lot 19 Asia 1 San Ramon de
Canlubang, Calamba City Laguna
Current Address: Block A-105 Taman Desa Pesona,
Section 17, Jalan 17/21E, Petaling Jaya, Selangor, 46100
Contact No. (Malaysian Num) +60193822523
Email Add: mariasambrano_23@ymail.com
Professional Experience and Past Experience
HANODALE TECHNOLOGIES SDN BHD
Bangsar South September 2015 - Present
Technical Support Specialist for CareFusion
• Data manipulation with the use of DBISQL and
DBISQLC.
• Provide technical support to customers including
telephone and on-line service requests.
• Document details of each support request in SAP
Customer Relationship Management system.
• Provide timely communication with customer on
progress of work.
• Manage service requests queue with the ability to
recognize high priority problems and act quickly.
• Provide Root Cause Analysis which can be used to
determine how the issue can be prevented
• Remotely connect to customers' systems via
Axeda,Bomgar or Team Viewer to resolve issue if
possible.
Aegis BPO Malaysia Sdn. Bhd.
Ara Damansara February 2015 – September 2015
Mobile Escalation Analyst for StarHub Account
• Recruited as a CSE for StarHub Account and after 6
months promoted as Mobile Escalation Analyst.
• Address all customers’ General enquiries and product
account management.
• Process orders and account modification pertaining to
customer mobile services
“Coming together is a
beginning. Keeping
together is progress.
Working together is
success.”

2. • Manages Post Paid and Prepaid service for Starhub customers
• Receives complaints from customers and perform problem and issue analysis / investigation
that is related to fraud transaction
• Handles Mobile GE escalations and expedited request
• Perform case analyst related to refund request
• Report to Assistant Operations Manager on daily/weekly basis pertaining to mobile general
agents escalations and manager call backs
Manpower Business Solutions
Mid Valley Malaysia June 2014 – Jan 2015
Service Desk Analyst (eBay Account)
• Recruited to establish an enterprise-wide Service Desk Analyst support for Ebay Account.
• Receives call from users and perform problem and issues analysis.
• Escalates high severity issues to a proper resolver and making sure to hit target SLA
• Performs Email and IT Chat support.
• Performs Advance and Basic trouble shooting on Ebay applications (Lotus notes
configuration and setup, RF Gun installation and network configuration, VPN and AD
account issues, AS400 account issue’s, and others)
• Performing Work Flow Job’s, checking tickets and performing thorough investigation on
breached tickets and pending ticket which is under Service Desk Bucket.
MELC – My English Learning Center
Philippines Jan 2011 – March 2011
English Teacher – Subject Reading and Comprehensive
• Recruited as an English Teacher for Korean exchange students (English Camp)
• Creates lesson plans and exams
• Teach on class room and one on one session with the students
• Conduct lively activities to boost the morale of the students in using English as their 2nd
language
Teleperformance Philippines,
Philippines March 2010 – Nov 2010
Customer Service Representative for Netspend Account
• Recruited as a CRS for NetSpend account.
• Activates customers account for Netspend
• Educate users on how to handle their account
• Perform Password reset and account unlock
• Receives complains from customers and perform problem and issue analysis / investigation
that is related to fraud transaction
• Escalates issues regarding their complain

3. • Performs Email and IT Chat support.
Additional Task and Key achievements:
• Assist, Team Leads, in training new hires. Mentoring
and performing floor support to the team
• Communicating with Team Leads, SME’s, and
Knowledge Base Engineers in updating and creating
scripts/policies and procedures
Achievements;
• Over All Best CSR for May 2010
• Over All Best CSR for July 2010
PHILIPPINE AUTO COMPONENTS
October 2009 to March 2010
Fuel Pump Quality Assurance
Was hired to ensure the quality if Fuel Pump created by
machine operators to be supplied to Denso Japan
• Handled the following department (Queue)
(SIFS) Simplified and Integrated Fuel System
• Performs Advance and basic trouble shooting on the
SIFS machinery
Call Center Supplies Inc CCSI
June 2009 to September 2009
Customer Support / Account Specialist
• Recruited as Customer Support for Best-Netmed.com
website. Handling Call and chat support
• Trouble shoot billing system and giving authorization
code needed to push the orders
• Assist customers in placing their order either by phone
or by chat using the account website
• Received complain and file issues and problem raised
by the users that is related to fraud transaction
• Perform password reset or account unlock on the user
account for them to place an order online
DELCRUISE CAREER CENTER
Feb 2009 to March 2009
“Coming together is a
beginning. Keeping
together is progress.
Working together is
success.”
“Coming together is a
beginning. Keeping
together is progress.
Working together is
success.”
“Coming together is a
beginning. Keeping
together is progress.
Working together is
success.”

4. On-the-job Training for Computer Programming
• Give applicants test
• Check if the applicants are given the schedule for
interview
• Update applicant database
 Education & Credentials
Name of School/Academy/Institution Year Graduated
Associate in Computer Programming 2007-2009
Technology
Pamantasan ng Cabuyao
Sta Cecilia Catholic School 2003-2007
High School Level
Sta Cecilia Catholic School 1997-2003
Secondary Elementary Level
 Other Skills and Attainments
English Proficient
Call Centre English Grad.
SDA Certified/License to Support for SDA and Technical
Assistance
ITIL v3 Foundation Certified
Computer/IT Literate in;
MS Office,
MS Power point,
MS Word,
MS Excel,
Pascal,
HTML programming,
Adobe Software Specialist (Photoshop, Illustrator, Master
collection cs5)
• Intermediate Skills for Network/Application
• Basic Hardware
“Coming together is a
beginning. Keeping
together is progress.
Working together is
success.”

5. • Lotus Notes/Outlook User
Other Computer Skills
• Basic Database Management
• Visual Basic
• C++
Other Skills: Singing, Acting, Playing Instruments, Song
writing and Composition
Personal Information
Age: 25 years old
Date of birth: Apr. 13, 1990
Place of Birth: Canlubang Laguna
Civil Status: Married
Sex: Female
Height: 5 feet 2 inches
Weight: 52 kgs
Religion: Roman Catholic
Language or Dialect: English, Pilipino
Name of Spouse: Alejandro R.
Sambrano Jr.
Occupation: Team Leader
Passport No: EC2685160
Date of expiration: 10 Nov 2019
BIR TIN No: 285-455-960-0000
SSS No: 04-2122103-1
“Coming together is a
beginning. Keeping
together is progress.
Working together is
success.”

6. • Lotus Notes/Outlook User
Other Computer Skills
• Basic Database Management
• Visual Basic
• C++
Other Skills: Singing, Acting, Playing Instruments, Song
writing and Composition
Personal Information
Age: 25 years old
Date of birth: Apr. 13, 1990
Place of Birth: Canlubang Laguna
Civil Status: Married
Sex: Female
Height: 5 feet 2 inches
Weight: 52 kgs
Religion: Roman Catholic
Language or Dialect: English, Pilipino
Name of Spouse: Alejandro R.
Sambrano Jr.
Occupation: Team Leader
Passport No: EC2685160
Date of expiration: 10 Nov 2019
BIR TIN No: 285-455-960-0000
SSS No: 04-2122103-1
“Coming together is a
beginning. Keeping
together is progress.
Working together is
success.”