The candidate is applying for a Technical Support position. They have nearly a decade of experience in technical and operations support across multiple industries. They possess strong skills in navigating front-end and back-end applications as well as experience in customer service, troubleshooting, and managing key IT processes. The candidate highlights their ability to work under pressure and expertise in areas such as programming, databases, and communication.

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