Eunice Manalili
Manila
Summary
To secure a position where I can leverage my problem-solving, customer service skills, and keen attention to detail to improve operational efficiency, while ensuring the satisfaction of both clients and team members. I am passionate about continuous growth and expanding my skills, and I aim to contribute effectively in both collaborative and independent settings.
Overview
7
7
years of professional experience
Work History
Network Operations Analyst
EMAPTA (K2 Services)
Makati City
09.2023 - Current
- Triage tickets to ensure they are assigned to the appropriate team, effectively managing workloads, and ensuring Service Level Agreements (SLAs) are met.
- Coordinate with data centers to manage technical visits, package shipments, and oversee work operations.
- Monitor servers and other equipment to ensure the smooth operation of clients' tools and services.
- Verify, diagnose, and escalate critical issues to the next level of escalation.
Technical Support Representative
Global Payments Process Centre Inc.
Quezon City
04.2019 - Current
- Hardware and software troubleshooting and repair.
- Testing and resolving connectivity issues.
- Assist with customers' menu and price adjustments, updating their menus with promotions and discounts.
- Resolving incidents and requests via the Salesforce ticketing system.
- Continuously update processes and the knowledge base to ensure accuracy and efficiency.
Support Specialist
Inform Group Inc. (Lightspeed)
10.2022 - 09.2023
- Handles tickets, ensuring efficient incident investigation within Zendesk.
- Remote troubleshooting using Splashtop.
- Troubleshoot hardware and software issues regarding clients’ POS app on their iOS or macOS devices, and network issues, such as printers and terminals.
- Assist clients with issues regarding their sales reports, reconciliation, inventory management, menu and price adjustments, and syncing of report data in their accounting platforms, such as Xero, QuickBooks, and MYOB.
IT Staff Intern
Redfox Technologies Inc.
Eastwood, Libis, Quezon City
04.2018 - 06.2018
- Install the operating system and computer applications.
- Install, oversee, and configure new or rebuild existing servers, hardware, peripherals, services, settings, directories, and storage.
- Manage, coordinate, and implement software upgrades, patches, and hotfixes on servers and network hardware.
- Diagnosing and solving computer hardware and software issues.
- Managing system backups and network security protocols.
- Monitoring the performance and capacity of computer systems.
Education
BS - COMPUTER ENGINEERING
EULOGIO “AMANG’ RODRIGUEZ INSTITUTE OF SCIENCE AND TECHNOLOGY
Sampaloc, Manila01.2019
Skills
- Microsoft Office Proficiency (Word, Excel, PowerPoint)
- MS Office 365 (Teams, Outlook)
- Google Workspace
- Salesforce
- ServiceNow
- Zendesk
- Intercom
- Linux
- Slack
- Analytical skills
- LAN/WAN network troubleshooting
- Experienced with macOS and Windows
- Ability to work well under pressure
- Strong Written and Verbal Skills
Timeline
Network Operations Analyst
EMAPTA (K2 Services)
09.2023 - Current
Support Specialist
Inform Group Inc. (Lightspeed)
10.2022 - 09.2023
Technical Support Representative
Global Payments Process Centre Inc.
04.2019 - Current
IT Staff Intern
Redfox Technologies Inc.
04.2018 - 06.2018
BS - COMPUTER ENGINEERING
EULOGIO “AMANG’ RODRIGUEZ INSTITUTE OF SCIENCE AND TECHNOLOGY
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