Nichole Kaye Popanes
Computer Engineer
Pasig City
Summary
Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value.
Overview
2
2
years of professional experience
3
3
years of post-secondary education
Work History
First Line Support Analyst
ATOS Information Technology
09.2021 - Current
- Receives and assist request for service, following agreed procedures.
- Analyze symptom and provide resolution to End user.
- Escalate, if needed unresolved problems to higher level of support
- Make sure to provide reliable advice and support to End user Basic troubleshooting about MICROSOFT O365, Software Installation and fix to any computer issues.
- Knowledge about Service now, active directory and Azure
- Served as Point of Contact within Service Desk.
- Informs Tower Service Operations Manager when E2E delivery quality or performance is impacting End User Satisfaction.
- Ensures that Knowledgebase is always updated and acts as Main Point of Contact for support and process updates.
- Analysis for First Contact Resolution and Average handling time and define areas for Improvements.
- Manages improvement plans.
- Analysis End User Satisfaction feedback and defines trend analysis.
- Creates and maintains knowledge management strategy.
- Identified issues, analyzed information and provided solutions to problems.
Education
Bachelor of Science - Computer Engineering
AMA Computer College - East Rizal
Antipolo City 06.2019 - 10.2022
Skills
Project Planning
Analytical and Critical Thinking
Decision-Making
Teamwork and Collaboration
Team Management
Public Speaking
Micrsoft Office O365
Active Directory
ServiceNow Ticketing Tool
Remote Desktop Protocol
IT Troubleshooting
Microsoft Azure
Active Listening
Problem-Solving
Interpersonal Skills
Management Skills
Multitasking
References
- Jamie Eligio, Quality Assurance Analyst
ATOS Information Technology
09091401566
jamie.eligio@atos.net
- Jessa Moralidad, System Engineer
Amadeus Marketing INC.
0950145529
jessa.moralidad@amadeus.com
- Thea Marie Marquez, , Sr. NOC Technician
Insight Direct Philippines LLC
09176406688
thea.tmim@gmail.com
Timeline
First Line Support Analyst
ATOS Information Technology
09.2021 - Current
Bachelor of Science - Computer Engineering
AMA Computer College - East Rizal
06.2019 - 10.2022