Joyce Anne G. Florendo
Technical Support Engineer
Ibaan,Batangas
Summary
Knowledgeable Technical support engineer ready to undertake management of challenging technical environments. Consummate provider of flawless operational continuity. Proponent of consistent technological growth through exceptional engineering. Keen to take operational ownership of technical support operations.
Overview
4
4
years of post-secondary education
10
10
years of professional experience
Work History
Technical Support Engineer
Genesys Telecommunications Laboratories, LTD
Quezon City, NCR
06.2017 - 12.2018
- Assisted customers in setting up new users in Genesys Purecloud; Setting up Genesys cloud organization, Contact Centers for agents ( which includes Dashboards, Workforce management for agents and Interactions).
- Analyzed reported issue from customer (ei, Edge server down, unable to receive or make calls in Genesys Purecloud platform, incorrect report/data being downloaded, dialer, missing Interactions, etc) and identify troubleshooting methods needed for quick remediation.
- Assisted in replacing defective Edge server of customer.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Worked with L2 support for any reported errors and/or bugs that needs to be escalated with DevOps team.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Processed over 100 support requests weekly for technical assistance on wide range of issues related Interaction Routing, Outbound dialing, Quality Management and Workforce management, Architect, Contact Center, Directory, People Permission, Telephony and many others.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
Pre-Sales CPE Quoting Engineer
Accenture, Inc
Quezon City, NCR
06.2012 - 05.2017
- Worked flexible hours; night and holiday shifts.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Created plans and communicated deadlines to ensure projects were completed on time, especially during End of Month or bulk RFP (Request for Pricing).
- Delivered customer quotations within specific timeframes.
- Used coordination and planning skills to achieve results according to schedule.
- Dealt with clients and suppliers on telephone to exchange information and clarify facts.
- Worked closely with Account Managers to maintain optimum levels of communication to effectively and efficiently complete projects.
IT Service Desk Analyst
IBM Solutions Delivery, Inc
Mandaluyong, NCR
10.2011 - 06.2012
- Worked flexible hours; night, weekend and holiday shifts.
- Responded to Incident tickets logged into tracking system to facilitated faster problem identification and resolution.
- Responded to Change, Release and Service requests according to information provided by customer.
- Coordinated major incidents to Network team once alert is received. And contacted customer to ensure that incident is already being handled by respective team.
- Engaged in user support interactions via telephone, chat and email platforms.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
Helpdesk Analyst
IBM Solutions Delivery,Inc
Mandaluyong , NCR
06.2008 - 10.2011
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Lotus Notes, Network or printer access.
- Provided customer support and technical support to 25 customers daily.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Used Magic ticketing systems to manage and process support actions and requests.
- Prepared references for users by writing clear operating instructions.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Logged support tickets and closed when issues were resolved.
- Defined and documented technical support best practices for resolving issues in Lotus Notes, User Access and Microsoft offices.
Education
Bachelor of Computer Science -
DE LA SALLE LIPA
Lipa, Batangas 06.2000 - 03.2004
Skills
Technical issues analysis
Accomplishments
- Supervised team of 10 staff members.
- Point of Contact whenever our Team lead is on leave or in a meeting.
- Delivered Powerpoint training to Helpdesk
- Conducted cross training with Solutions Engineering team in the development of Solutions-to-Quote team
- Facilitated monthly RnR and Christmas party for CPE quoting team.
Additional Information
Took up an online course SEO for Beginners and Wordpress Marketing with Coursebelt.
Timeline
Technical Support Engineer
Genesys Telecommunications Laboratories, LTD
06.2017 - 12.2018
Pre-Sales CPE Quoting Engineer
Accenture, Inc
06.2012 - 05.2017
IT Service Desk Analyst
IBM Solutions Delivery, Inc
10.2011 - 06.2012
Helpdesk Analyst
IBM Solutions Delivery,Inc
06.2008 - 10.2011
Bachelor of Computer Science -
DE LA SALLE LIPA
06.2000 - 03.2004
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