Ma. Theresa Dass
Summary
I am a highly personable and fluent multilingual IT professional with almost 2 decades' experience providing multilingual tech support across diverse platforms and industries.
Overview
20
20
years of professional experience
Work History
Spanish IT Service Desk L1.5
ORICA Singapore PTE LTD
02.2020 - Current
- Provided level 1.5 IT Tech support services to Spanish-speaking employees of Orica Mining Services based in offices in Europe and Latin America.
- Scope of support: network troubleshooting, hardware issues (laptop repair, rebuild & reimage), Printer support, mobile phone support, InTune, MFA, VPN issues, PulseSecure, Zscaler, SAP A4S, SAP PE1, Active Directory, Azure AD, O365, LotusNotes, Security, Proprietary Software support, License Management
- Self-motivated, with a strong sense of personal responsibility.
Spanish Bilingual Network Support
DOCOMO-INTERTOUCH BGC
09.2019 - 01.2020
- Provided 1st level internet connectivity support to hotel guests of major hotel chains worldwide for various devices and operating systems through phone and email using Freedom Vision ticket management system.
- Coordinate with hotel's local IT staff to resolve network connectivity issues such as offline Access Points, Switch reconfiguration, renaming of SSID's, enabling/disabling a hotel's internet purchase page, offline PMS, and manual MAC enrollment.
- Manually tracing connectivity logs using a device's MAC address.
- Troubleshoot a hotel's in-room TV internet programming and channel displays.
- Troubleshoot network connection irregularities between reports vs. actual events
- Troubleshoot connectivity issues for various media devices and gaming consoles such as PlayStation, Nintendo, Chromecast, Apple TV.
Spanish Bilingual Service Desk
ATOS – SYNTEL
01.2018 - 09.2019
- Provided 1st level Service Desk support for Spanish & English-speaking employees of a multinational insurance company through phone, chat and email using SERVICE NOW ticket management system.
- VPN Admin: Microsoft Azure MFA and RSA SecurID Soft Tokens
- Active Directory: Account management for onboarding and offboarding employees, account unlocking, password reset, software and group entitlement
- Operating Sytem/s: Windows 7 through 10
- Cloud Services: Citrix, Oracle R12
- Communication: Outlook Exchange Administrator, Skype for Business, MS Outlook
- Collaboration Tools: TCT, SharePoint, Skype for Business, Intranet
- Mobility Tools: MobileIron for iOS and Android
- Remote Desktop Tools: Dameware and Skype for Business
- Custom Applications: WTW Software Center
- Security Tools: McAfee Endpoint Encryption, McAfee SafeBoot, McAfee BitLocker
- Office Tools: Office 365 and MS Office 2010/2013
Spanish Bilingual Senior Product Support Specialist
OPENTEXT PHILS INC.
05.2013 - 02.2016
- Provided Spanish technical support for Latin American clients for EDI Applications/Software/VAN concerns for GXS-OpenText clients and trading partners through phone, chat and email using SIEBEL ticket management system.
- EDI Messaging Support – provided Spanish technical support for client's EDI messaging concerns through EDI VAN support, EDI Software, EDI Web Applications support.
- Connectivity Support – provided Spanish technical support for connectivity issues, primarily VPN Secure Remote and Endpoint Security VPN.
- Managed Services Support - provided clients GE & Nike and their trading partners dedicated English technical support for GXS' Managed File Transaction services.
- Translation Services – volunteered for anything that requires translation to & from Spanish to English & vice versa. This included translation of user manuals, product documents, translation of ticket notes and real-time voice translation via conference calls.
Spanish/Portuguese/English L1 HelpDesk
GRACE GLOBAL OPERATIONS CENTER INC.
01.2013 - 05.2013
- First point of contact for IT concerns for WR Grace employees and contractors through phone, chat and email using CHERWELL ticket management system.
- SAP Tech Support – provided level 1 support for various SAP systems and transactions
- Connectivity issues – located and resolved various connectivity problems involving network drives, LAN, Nortel VPN, iPass, IE settings for in-office and traveling users
- Custom Apps – troubleshoot custom applications used by the company, such as GEEMS, eRoom, GOTOMeeting, PayChex, TrainingMine, etc
- Software Support – Installed and troubleshooted MS Productivity tools such MS Lync, Outlook, SharePoint, Excel Add Ins, Word, OWA, MS Access
- Access Provisioning – Granted access to the company network and systems (i.e., network drive access, SAP access, laptop username and password, voicemail access, telephone extension, Outlook mail account, company OWA access for travelling employees) for new hires and contractors.
- Access Removal – Revoked access to the company network and systems for terminated employees and contractors
- Procurement – procured various hardware and software requirements such as laptops, monitors, cameras, software licenses
- Other Proficiencies – SAP GUI, Voice Mail Account Management, Printer Installation, iOS Sync issues, Wi-Fi Configuration, Active Directory
- Technical Translator - Translated of IT Bulletins, user guides and how-to manuals from English to Spanish and Portuguese
Spanish Bilingual Process Expert
MAERSK GLOBAL SERVICE PROCESS
12.2011 - 08.2012
- Provided assistance and support to Maersk Line El Salvador and Honduras counterparts.
Spanish IT Helpdesk for Custom Apps
HEWLETT-PACKARD PHILS (now DXC)
04.2011 - 12.2011
- Provided tech support for 25 customized enterprise applications for a global conglomerate.
- Resolved client-initiated incidents through various mediums such as email, phone and remote desktop assistance using Microsoft Office Communicator 2008
- Demonstrated proficiency in technical Spanish while rendering efficient and effective technical assistance to Spanish-speaking clients in Mexico, Colombia and Chile.
- Participated in ticket escalations, communicating with clients and developers to gather information and provide status updates for a successful resolution
- Created and tracked incident tickets of varying complexities (from High-Complexity to Requests) as per SLA.
- Logged, tracked, and analyzed incidents using Service Manager
- Contributed to the team's satisfactory Group Tracking Response Time by rendering support effectively and efficiently.
- Delivered other IT-related requests, such as inclusions to PDL's, access requests, summary reports generation, user manuals and other low-urgency requests.
- Translated software maintenance advisories, status updates, technical guides, memos from English to Spanish for Latin American employees
- Met all AHT and QA monthly goals.
Spanish Tech Support for Sandisk Devices
TELEPERFORMANCE PHILS
08.2008 - 03.2011
- Rendered bilingual tech support for various electronic devices such as computers, digital cameras, mp3 players, mobile phones, card readers and memory cards (Flash, SD, SDHC, micro).
- Translated user guides and how-to videos transcripts from English to Spanish.
- Demonstrated Advanced Spanish proficiency while troubleshooting complex technical issues for Latin American and North American customers through phone and email.
Spanish Customer Service Professional
PEOPLESUPPORT PHILS
02.2007 - 08.2008
- Rendered bilingual customer service support for Reader's Digest Magazines and its associates
L2 TSR for MSN Dial Up Internet
RMH-NCO GROUP
05.2005 - 01.2007
- Provided Level 2 Tech Support for MSN Dial Up Internet Connectivity, MSN Client and Email
- Rendered courteous and correct technical support in English for North American end-users
- Assisted in incident identification and problem resolution for Level 1 Technicians
- Met all AHT and QA monthly goals.
Education
Spanish As A Second Language, Level 14
INSTITUTO DE CERVANTES
Ermita, Manila01.2008
AB - Economics
UNIVERSITY OF STO. TOMAS
España, Manila01.1998
Skills
- Advanced proficiency in Spanish
- Conversational Brazilian Portuguese
- Office 365
- IT, Hardware, Software, Networking
- Critical thinking
- Computer skills
Languages
English
Bilingual or Proficient (C2)
Spanish
Advanced (C1)
Portuguese
Intermediate (B1)
Timeline
Spanish IT Service Desk L1.5
ORICA Singapore PTE LTD
02.2020 - Current
Spanish Bilingual Network Support
DOCOMO-INTERTOUCH BGC
09.2019 - 01.2020
Spanish Bilingual Service Desk
ATOS – SYNTEL
01.2018 - 09.2019
Spanish Bilingual Senior Product Support Specialist
OPENTEXT PHILS INC.
05.2013 - 02.2016
Spanish/Portuguese/English L1 HelpDesk
GRACE GLOBAL OPERATIONS CENTER INC.
01.2013 - 05.2013
Spanish Bilingual Process Expert
MAERSK GLOBAL SERVICE PROCESS
12.2011 - 08.2012
Spanish IT Helpdesk for Custom Apps
HEWLETT-PACKARD PHILS (now DXC)
04.2011 - 12.2011
Spanish Tech Support for Sandisk Devices
TELEPERFORMANCE PHILS
08.2008 - 03.2011
Spanish Customer Service Professional
PEOPLESUPPORT PHILS
02.2007 - 08.2008
L2 TSR for MSN Dial Up Internet
RMH-NCO GROUP
05.2005 - 01.2007
AB - Economics
UNIVERSITY OF STO. TOMAS
Spanish As A Second Language, Level 14
INSTITUTO DE CERVANTES
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