Maria Lourdes Madarang
IT Customer Support
Muntinlupa,Metro Manila
Summary
Experienced Technical Support Tier II with over 3 years of experience in secure Internet services. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
3
3
Certifications
16
16
years of post-secondary education
11
11
years of professional experience
Work History
Technical Support
StackPath
Dallas, United States
04.2018 - 04.2021
- Assist client to set up CDN integration to WordPress, Joomla, Magento and custom Website.
- DNS management, Virtual Machines and Object Storage.
- Troubleshoot and solve customer issues utilizing support tools in a timely manner.
- Collaborate with team members to discover novel ways of supporting and resolving customer issues.
- Investigate and analyze websites and web server’s downtime.
- Used Zendesk ticketing systems to manage and process support actions and requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Answered incoming calls from existing clients to assist/troubleshoot website issues, billing and services.
Operations Supervisor
GO21 Inc
11.2015 - 07.2016
Mailroom Team Lead
Bank of the Philippine Island, GO21 Inc, Accenture Inc
06.2012 - 10.2015
- Responsibilities Monitor manpower headcounts for each branch 24/7 day-to-day office operations.
- Monitor the personnel’s delivery performance.
- Provide short and long term remedy on issues relating to mailroom operations.
- Cascade, train and implement new process to all personnel Keep the Project Manager informed of task accomplishment, issues and overall operations status.
- Submit manpower cost to billing department for invoicing.
- Ensure the performance of the tracking system, hardware and other tools for the delivery are all working and updated.
- Attends meeting with client to discuss delivery performance, changes, issues and improvements.
- Monitor expiration of insurances and other certificates as stated in the service contract.
- Provide guidance to all personnel based on the management’s direction.
- Consistent communication to all clients via email/face to face.
- Control manpower pooling and other expenses vs.
- Company’s budget.
Systems Analyst/Programmer
Next Focus Inc
09.2007 - 02.2012
- Projects Collections Web Reporting Tool : A specific Web Based Reporting Tool used by Reps/Agent to measure proficiency on a per call basis.
Education
Bachelor of Science - Information Technology
Lyceum of Alabang
06.2002 - 04.2008
High School Diploma -
Ramon Magsaysay High School
06.1995 - 04.1999
Primary -
Panghulo Elementary School
06.1989 - 04.1995
Skills
WordPress, Joomla, Magento
HTML5, CSS, JS, PHP, MYSQL
Web Application Firewall/Security
Website Performance Optimization/SEO
Web Hosting/ DNS Management
Microsoft Office - Excel, Word, Power, Outlookpoint, Access
Adobe Photoshop, PicsArt, Canva
Technical support expertise
Certification
Development Training for Ecommerce and Merchant Web pages
Timeline
CDN Fundamentals
03-2020
Technical Support
StackPath
04.2018 - 04.2021
Development Training for Ecommerce and Merchant Web pages
04-2018
Operations Supervisor
GO21 Inc
11.2015 - 07.2016
Excel VBA Programming
08-2013
Mailroom Team Lead
Bank of the Philippine Island, GO21 Inc, Accenture Inc
06.2012 - 10.2015
Systems Analyst/Programmer
Next Focus Inc
09.2007 - 02.2012
Bachelor of Science - Information Technology
Lyceum of Alabang
06.2002 - 04.2008
High School Diploma -
Ramon Magsaysay High School
06.1995 - 04.1999
Primary -
Panghulo Elementary School
06.1989 - 04.1995