Liza Louella T. Montano
Quezon City
Summary
A dedicated IT professional with over 15 years of experience in search of a position that allows me to apply my management and technical skills to achieve corporate goals. Enhance development skills by learning new applications and adapt to the challenges with improved processes for managing IT requests and accomplish projects in a more efficient way.”
Overview
30
30
years of professional experience
Work History
NA Lead / Senior IT HelpDesk Specialist
GCP Applied Technologies
10.2019 - 06.2025
- A functional lead that administers account provisioning, billing, telecom and mobility
- Mentor - New Hires for the Helpdesk team
- Created training documentation to enhance team performance and operational efficiency.
- Implemented process improvements that streamlined workflow and reduced turnaround times.
- Lead the team in provisioning tasks such as creating, deleting and modifying accounts in Active Directory
- 8x8 Administrator
- Handled ticket escalation to ensure quicker response, resolution and provide customer satisfaction
- Evaluated individual performance, QA and provided coaching to address inefficiencies.
- Collaborated with other functional teams to achieve successful project implementation
IT HelpDesk Specialist
GCP Applied Technologies
03.2016 - 10.2019
GLOBAL IT HELPDESK LEAD
AMEC Foster Wheeler
09.2013 - 03.2016
AFFILIATE ENGINEER – Network Operations
Verizon ENTERPRISE SOLUTIONS
04.2013 - 08.2013
SENIOR SERVICE DESK ANALYST
ATOS IT Services And Solutions
07.2011 - 03.2013
SERVICE DESK ANALYST
SIEMENS IT SOLUTIONS AND SERVICES
10.2010 - 07.2011
Level 2 Technical Support Specialist
E-TELECARE/STREAM GLOBAL SERVICES
09.2009 - 10.2010
TECH SUPPORT PROFESSIONAL
Sykes Asia, Inc.
10.2008 - 06.2009
TICKETS MANAGEMENT GROUP SPECIALIST
Teletech CMC
02.2008 - 10.2008
LEAD - Officer In Charge
Teletech CMC
10.2007 - 02.2008
RESOLUTIONS SPECIALIST (FECO)
Teletech CMC
07.2007 - 10.2007
TECHNICAL SUPPORT REPRESENTATIVE
Teletech CMC
10.2006 - 07.2007
DATA CONTROLLER (SG-11)
Philippine Tourism Authority
02.2006 - 10.2006
DATA ENCODER (SG-7)
Philippine Tourism Authority
08.2003 - 02.2006
Small Business Owner
Videogames & Playstation Rental
01.1998 - 01.2003
LIAISON OFFICER/ADMINISTRATIVE ASSISTANT
T.S. CRUZ SUBDIVISIONS, Inc
01.1998 - 01.2002
CLERK
Brgy. Sta. Monica
05.1995 - 11.1997
Education
Bachelor of Science - Computer Science
AMA COMPUTER COLLEGE
Quezon City, Metro Manila, Philippines10-1992
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SYSTEMS TECHNOLOGY INSTITUTE
09.1994
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HOLY CHILD ACADEMY
01.1990
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HOLY CHILD ACADEMY
01.1986
Skills
- Quality assurance
- Documentation management
- Management collaboration
- Proficient in Active Directory, 8x8 and Mobility
- Coaching and mentoring
- Adaptability and flexibility
- Teamwork and collaboration
- Multitasking Abilities
- Team leadership
- Process analysis
- Knowledge sharing
CIVIL SERVICE ELIGIBILITY
- Sub Professional: April 19, 1995
- Professional: May 16, 1999
Trainings
Six Sigma White Belt
8x8 University: Mastering the 8x8 Work Desktop and Mobile Apps
Improve Your Customer Experience with 8x8 Contact Center
Ask the Experts Webinar: Configuring Ring Groups, Call Queues, and Work Groups
Timeline
NA Lead / Senior IT HelpDesk Specialist
GCP Applied Technologies
10.2019 - 06.2025
IT HelpDesk Specialist
GCP Applied Technologies
03.2016 - 10.2019
GLOBAL IT HELPDESK LEAD
AMEC Foster Wheeler
09.2013 - 03.2016
AFFILIATE ENGINEER – Network Operations
Verizon ENTERPRISE SOLUTIONS
04.2013 - 08.2013
SENIOR SERVICE DESK ANALYST
ATOS IT Services And Solutions
07.2011 - 03.2013
SERVICE DESK ANALYST
SIEMENS IT SOLUTIONS AND SERVICES
10.2010 - 07.2011
Level 2 Technical Support Specialist
E-TELECARE/STREAM GLOBAL SERVICES
09.2009 - 10.2010
TECH SUPPORT PROFESSIONAL
Sykes Asia, Inc.
10.2008 - 06.2009
TICKETS MANAGEMENT GROUP SPECIALIST
Teletech CMC
02.2008 - 10.2008
LEAD - Officer In Charge
Teletech CMC
10.2007 - 02.2008
RESOLUTIONS SPECIALIST (FECO)
Teletech CMC
07.2007 - 10.2007
TECHNICAL SUPPORT REPRESENTATIVE
Teletech CMC
10.2006 - 07.2007
DATA CONTROLLER (SG-11)
Philippine Tourism Authority
02.2006 - 10.2006
DATA ENCODER (SG-7)
Philippine Tourism Authority
08.2003 - 02.2006
Small Business Owner
Videogames & Playstation Rental
01.1998 - 01.2003
LIAISON OFFICER/ADMINISTRATIVE ASSISTANT
T.S. CRUZ SUBDIVISIONS, Inc
01.1998 - 01.2002
CLERK
Brgy. Sta. Monica
05.1995 - 11.1997
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SYSTEMS TECHNOLOGY INSTITUTE
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HOLY CHILD ACADEMY
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HOLY CHILD ACADEMY
Bachelor of Science - Computer Science
AMA COMPUTER COLLEGE
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