Microsoft Entra ID
Eunice Quintal
Service Desk Analyst
Pateros,Metro Manila
Summary
Seeking a position to fully utilize my skills and abilities and achieve professional growth while being resourceful, innovative and flexible. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing software support to users and developing and implementing technical solutions.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
Work History
Training Specialist
CGI Philippines Inc.
04.2024 - Current
- Developed customized training materials including presentations and assessments for effective knowledge transfer.
- Conducted regular needs assessments to ensure alignment of training initiatives with organizational goals and objectives.
- Provided coaching and mentoring to employees.
- Facilitated in-person and blended learning sessions.
- Assessed additional needs based on training progress and collaborated with management to meet requirements.
Service Desk Analyst
CGI Philippines Inc.
01.2021 - Current
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Consistently met or exceeded key performance indicators related to service quality and response times.
- Attended weekly team meetings to enhance service knowledge and gain insight into beneficial issue resolution strategies.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
- Engaged in user support interactions via telephone, chat and email platforms.
- Created user accounts and assigned permissions.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Assisted in training new team members on service desk procedures, tools, and best practices.
Customer Service Representative
[24]7.ai
10.2019 - 12.2019
- Provided excellent customer service to US-based clients by addressing inquiries related to account specific products and services, process order placement and tracking, refunds and replacement, and other shopping account management through inbound call
MIS Encoder
Asian Appraisal Company, Inc.
06.2019 - 09.2019
- Records and copies all reports that were assigned and encoded by the technical team
- Encodes/edits texts from technical write-ups and other reference materials following standard formats and methodologies (including software use and file management) set by the company
- Makes necessary correction/s and/or revisions on the edited text
- Prepares final copies of the reports, labels and attached photographs, inserts attachments and binds reports
Inbound Telemarketer
Allsectech Manila Inc.
06.2018 - 02.2019
- Provided excellent customer service to US-based Clients by assisting them with their credit card application through inbound call.
Education
Bachelor of Science - Information Technology
Pamantasan Ng Lungsod Ng Pasig
Pasig City 04.2001 -
High School Diploma -
Pateros National High School
Pateros Metro Manila 06.2011 - 01.2015
Skills
Windows Operating System
Basic Troubleshooting
Microsoft Office Applications
Basic navigation in SharePoint
Proficient in both Verbal and Written Communication Skills
Flexible and Adaptable
Team Player
Organizational and Planning Skills
Analytical and Logical Skills
Customer Service Skills
Technical Support
ITIL Knowledge
User Training
Teamwork and Collaboration
Professional Demeanor
Software
Active Directory
ServiceNow
Microsoft AX Dynamics 2009/2012
Adobe Applications
Microsoft Office Applications
Solarwinds
Certification
ITIL v4
Timeline
Training Specialist
CGI Philippines Inc.
04.2024 - Current
ITIL v4
03-2024
Service Desk Analyst
CGI Philippines Inc.
01.2021 - Current
SAP ERP Essential Training
01-2020
Customer Service Representative
[24]7.ai
10.2019 - 12.2019
MIS Encoder
Asian Appraisal Company, Inc.
06.2019 - 09.2019
NC II - Contact Services
03-2019
Inbound Telemarketer
Allsectech Manila Inc.
06.2018 - 02.2019
High School Diploma -
Pateros National High School
06.2011 - 01.2015
Bachelor of Science - Information Technology
Pamantasan Ng Lungsod Ng Pasig
04.2001 -