1. Human Resource Management
Dear Sir/Madam:
I am writing to express my interest in the Technical Support position. Along with my experience, skills and
abilities, I can efficiently contribute to your bottom line. I am impressed by the standing of your company and
feel confident that my experience would enable me to carry out the tasks well.
With almost a decade of history in Technical / Operations Support, I offer vision for the future along with an
exceptional ability to meet its demands. In addition, I present a strong record of creating operational metrics and
providing analysis to continuously manage improvement programs. As a proactive and solutions oriented
individual, I have demonstrated professionalism in a number of instances where the need for organized operations
was necessary. Possessing strong knowledge of improving upon procedures for every process, I offer proven
skills in improving the mindset of customer service delivery processes. My key expertise include:
! Proficient in navigating front end applications like SAP and CRM tools.
! Proficient in navigating back_end applications like SYBASE ASE 12.0-15.0, MSSQL and ORACLE 9i
and 10g.
! In-depth experienced in multitasking simultaneously in order to meet specific requirements.
! Proactively handle Tier 1 help desk escalations through tickets or phone.
! Experience in customer service in a Professional Services environment.
! Ability to work under pressure and has various experience working in diverse groups of individuals
across the organizations.
! Knowledge in application programming in HTML and Java Script Application and B2B Environment.
! Proactively demonstrated knowledge in managing key processes in an IT organization, e.g., Service
Delivery, Users, Management Change, Incident and Problem Management, and Information Technology
Infrastructure Library (ITIL).
! Ability to translate business requirements into technical requirements and vice-versa, communicate
technical capabilities and functionality in simple non-technical terms
! Demonstrates the ability of keeping confidential matters of the company.
As an experienced technical operations support in various companies exposures, I would be enjoying an
opportunity to meet with you and discuss my qualifications and to learn more about this job opening and your
organization. I can be reached at (647) 6242865 and at my email address calma.enrico1020@gmail.com.
Thank you for your time and consideration. I look forward to meeting with you soon.
Sincerely,
Enrico S. Calma

2. ENRICO S. CALMA
Mississauga, Ontario
calma.enrico1020@gmail.com Cellphone No. (647)6242865
TECHNICAL SUPPORT
Summary of Qualifications
• Over Ten (10) years experience in Technical Support / Operations Support in Technological Companies,
Academe, Banking, Retail, Financial Institution and Logistics Industry.
• Experienced working in diverse groups of individuals across the technical team and Project Managers.
• Strong background in using MS Word, Excel, Power Point, Access and Share Point.
• Professional communication skills in written and verbal in English.
• Proven skills in navigating front end applications like SAP, CRM Tools, Oracle and Sybase Database
Applications.
• Proactively handle Tier 1 and Tier 2 help desk escalations through tickets or phone.
• Knowledge in application programming in HTML and Java Script Application and B2B Environment.
• Knowledge in managing key processes in an IT organization, e.g., Service Delivery, Users, Management
Change, Incident and Problem Management, and Information Technology Infrastructure Library (ITIL).
• Demonstrates ability to multitask simultaneously in order to meet specific requirements.
• High Level experienced to Professional Services in Service Level Agreement (SLA).
• Holds a Degree in Bachelor of Science in Computer Engineering, Dean’s Awardee and Masters in
Information and Communications Technology Latin Honours Cum Laude.
Employment History
Operations Support 2015-2016
Doxim Solutions ULC, Markham
• Actively ensure all production cycles achieve internal and external SLAs.
• Proactively conduct regular QA checks to ensure accuracy and quality.
• Provide external and internal customers with updates, progress status and reports.
• Manage incoming queries regarding production status.
• Monitor the automation and act on any issues with statement and document processing.
• Review work orders to determine job specifications and operational requirements
• Liaise with and make recommendations to the implementation team on new implementations/projects.
• Ensure the timely completion of all implementation or change request projects documenting each step in
the CRM tool.
• Respond to Level 2 Support cases and update thought internal tracking System.
• Escalate unsolved and/or critical problems as outlined in the escalation process
Operations Support 2014-2015
Walmart E-Commerce SCI Logistics, Mississauga
• Perform work in accordance with account specific Standard Operating Procedures.
• Maintaining customer requirements and performance standards.
• Performs modifying items with unsupported carriers and weights, killing on SAP not existing stocks,
voiding deliveries, waiving deliveries, printing packing slip.
• Actively investigate Inventory discrepancies, SNAGS and support the RMA process
• Responsible for accurate and complete data/order entry
• Liaise with and make recommendations to the implementation team on new implementations/projects.
• Actively ensure the timely completion of all implementation or change request projects documenting each
step in the CRM tool.
• Respond to Level 2 Support cases and update thought internal tracking System.
Enrico Calma Resume (647)6242865 P.1

3. Technical Support Specialist 2012 –2014
House of David Group of Companies –Bank of Florida/ MQCP
City of San Fernando Pampanga, Philippines
• Proactively interact with customers to provide and process information in response to inquiries, concerns,
and requests about products and services;
• Actively gather customer’s information and determine the issue by evaluating and analyzing the
symptoms;
• Research required information using available resources and follow standard processes and procedures.
• Identify and escalate priority issues per Client specifications and redirect problems to appropriate
resource;
• Accurately process and record call transactions using a computer and designated tracking software;
• Organize ideas and communicate oral messages appropriate to listeners and situations;
• Follow up and make scheduled call backs to customers where necessary and stay current with system
information, changes and updates.
IT Support – Professional Services
SYBASE Solutions Philippines 2008 – 2011
• Proactively monitor and respond to user-reported issues as well as infrastructure alerts promptly and
professionally; ensuring issues are tracked through to resolution;
• Actively ensuring efficient incident management, ensuring accurate communication to impacted groups
and timely resolution and responding to regulatory and compliance issues with urgency;
• Liaising with external technology vendors and exchanges to coordinate changes and resolve connectivity
and market data issues;
• Reviewing, executing, and verifying production changes in strict accordance with procedures defined in
change documents;
• Taking an active role in planned technology events, i.e. business continuity tests, ensuring recovery
procedures are accurate and complete; and,
• Leveraging tools and resources available to simplify, automate, or eliminate inefficiencies. Proactively
providing support, including procedural documentation and relevant reports;
• Actively following diagrams and written instructions to repair a fault or set up a system;
• Actively setting up new users' accounts and profiles and dealing with password issues;
• Respond to Level 2 Support cases and update thought internal tracking System.
Support Technician 2002-2008
GNC – Management and Information System Department
Pampanga, Philippines
• Proactively handle Tier 1 help desk escalations through tickets or phone
• Follow up on outstanding requests and ensure timely resolution
• Create accounts and configure hardware as part of on-boarding process
• Actively support audio and video equipment in conference rooms
• Manage and monitor internal assets to ensure accurate inventory records
• Other duties may be added and/or assigned as needed
EDUCATION
Master in Information Technology (MIT) - Graduated with Latin Honors – Cum Laude, 2007
SPCF – Graduate School –University of the Philippines Consortium, Pampanga, Philippines
Bachelor of Science in Computer Engineering (B. Sc. CpE), 2002 – Deans Awardee
Mapua Institute of Technology – Manila, Philippines
(equivalent to a Bachelor of Computer Engineering degree from an Ontario university, as determined by World
Education Services in Toronto, ON)
Character Reference (Available upon requests)
Enrico Calma Resume (647)6242865 P.2