Jaizel Ann Estrada

Project Name: NIKE Inc.

Service Desk Tasks

• Provide initial trouble shooting for IT Enterprise equipment such as Mac OS, Windows OS, Microsoft Office, Smart Phones, and Printers for remote facilities and end users.
• Troubleshoot and resolve hardware and software issues for Windows and Mac devices.
• Research and follow appropriate KB articles.
• Track and resolve incidents and requests in Service Now ticketing tool.
• Backup Incident Controller - monitor high priority ticket and providing hourly update.

Schedulers/ Deskside Tasks

• Managing schedules of onsite technician/caddie.
• Arranging Technician dispatch to conduct technology health check/regular IT maintenance and inventory.
• Auditing documents submitted by technicians who conducted the technology health check making sure that the IT Asset Track file is complete and attaching to Service Now before routing the task to ITAM Team.
• Sending relevant communications to multiple vendors.
• Proper ticket routing in Service Now and prioritize/organize multiple tasks.
• Provide onsite support at client's locations as needed.

Duration: Jun 04, 2018 up to present

Project Name: CEVA Logistics

• Unlocking and resetting of passwords in the Active Directory and other supported apps.
• Ticket creation and routing to correct resolver group.
• Account creation in Active Directory, MS Exchange, AS400

Project Name: Visteon Corporation

Service Desk Tasks:

• Creating Incidents or Requests using CA Tool depending on end-user description. This includes inquiries received via Phone, Chat, Email and Web channel
• Initial troubleshooting on supported applications, software and hardware.
• Network Password reset and unlocking.
• Provided basic end-user troubleshooting and desktop support.
• Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problem solving.
• Explain technical information in clear terms to promote better understanding for non-technical users.

Backup Incident Controller Tasks:

• Managing ticket distribution and extracting reports in CA Tool for presentation.
• Attending client meetings to discuss weekly report for calls, abandon rates including ticket volumes.
• Communicating to onsite IT and resolver groups when outage arise.
• Posting announcements via IVR and CA Tool.
• Retire, rework, create and publish knowledge-based articles.
• Maintaining accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.

Major Incident Manager (MIM) Tasks:

• Assessing critical tickets and facilitating bridge call for priority 1 outage.
• Sending hourly updates about P1 outage.
• Problem ticket creation for Root Cause Analysis evaluation and facilitating RCA meetings when needed.

Change Coordinator Tasks:

• Reviewing Change Order tickets and providing input to all concerned parties. This includes evaluation if the requested change are based on the implementation plan.
• Approving/Rejecting Change Order ticket based on the requirements provided; back out plan, cost plan and test plan.
• Implementing Change freeze.
• Attending and facilitating weekly Change Advisory Board (CAB) meetings for presentation and discussion of Emergency, Major and Critical Change Order.
• Extracting reports for past due Change Order tickets and sending it as weekly email advisory.

Project Name: Network Solutions LLC

• Assist customers with their Account Manager Setup, purchasing Web Hosting Package and website troubleshooting.
• Help customers about DNS Configuration, POP and IMAP email set up.
• Making sure that Authentication procedure is obtained first from the customer before making any changes in their account, this includes changing name servers and publishing their website, to maintain trust and itegrity.
• Billing inquiry and upselling of products to generate sales.
• Managing high call volumes, maintaining professional attitude during peak hours and effectively multitasking in a fast-paced environment.

Project Name: SEARS Home Delivery

• Delivery tracking and scheduling inquiries using Enhanced Home Delivery Systems
• Handle customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
• Answer customer phone calls promptly to avoid long hold waiting.
• Maintain high level of product knowledge, providing accurate information to customers.