SAP
Frankjeno Fuentes
Cebu City, Cebu
Summary
Discerning IT Operations Analyst devoted to improving computer systems and network performance for enhanced productivity. Works actively with management to develop cost-benefit analyses and set objectives for system maintenance and upgrades. Stays up-to-date on latest security regulations and protocols to execute effective measures for sustaining privacy and operational integrity. Perceptive Senior Technical Support Specialist with established Service Desk Management skills. Bringing over 6 years of professional experience in help desk and technical support services. Extensive knowledge of using and troubleshooting various computer issues and equipment. Clear communicator successful supervising employees and providing individualized training and motivation to each team member.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
IT Operations Analyst
Accenture Inc
Cebu City, Cebu
04.2016 - Current
- Monitored employee tasks to gauge business functions and inefficiencies.
- Educated stakeholders on data protection tactics to reduce breaches.
- Provided recommendations regarding new hardware and software to keep IT infrastructure up to date.
- Reviewed technical work of consultants and third-party support providers.
- Planned computer systems using information engineering, data modeling, and structured analysis.
- Installed system updates to address vulnerabilities and reduce security issues.
- Enhanced and reconstructed computer systems to increase efficiency.
- Administered and maintained anti-virus and anti-malware software on end-user computing devices.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Generated reports to track performance and analyze trends.
- Configured hardware, devices, and software to set up work stations for employees.
Financial Associate
Convergys Phils Inc
Cebu City
11.2013 - 01.2016
- Administered account transactions and responded to customer inquiries concerning financial products.
- Developed and maintained database of records to facilitate smooth transactions for financial processes.
- Corresponded with various other departments, discussing company plans and agreeing on future paths to be taken.
- Monitored loans and accounts payable and receivable to keep current.
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
Education
Bachelor of Science - Environmental Science
Mindanao State University
Marawi City 06.2008 - 04.2012
Skills
Data analysis
undefinedSoftware
Active Directory
ServiceNow
Workday
Certification
Microsoft Azure Fundamentals
Timeline
Microsoft Azure Fundamentals
05-2021
Microsoft Teams Administrator
05-2021
IT Operations Analyst
Accenture Inc
04.2016 - Current
Financial Associate
Convergys Phils Inc
11.2013 - 01.2016
Bachelor of Science - Environmental Science
Mindanao State University
06.2008 - 04.2012
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