Rhea Charina Era
Taguig City
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
3
3
years of professional experience
Work History
IT Security Analyst
Straive
Paranaque
01.2024 - Current
- Developed and implemented security policies, standards, and procedures to ensure information systems security.
- Maintained up-to-date knowledge of security trends, threats, and vulnerabilities.
- Monitored network traffic for suspicious activity using intrusion detection systems and firewalls.
- Investigated system incidents to determine root cause and recommend corrective action.
- Implemented access control measures such as user authentication, authorization, encryption, and two-factor authentication.
- Evaluated third-party vendor products for compliance with organizational security requirements.
- Mentored junior employees in departmental activities and procedures.
- Designed and implemented plans to secure computer files against breach, destruction or accidental modification.
- Worked closely with fellow security personnel to remedy and alleviate technology issues.
- Analyzed system risk to identify and implement appropriate security countermeasures.
- Made recommendations to improve security procedures and systems.
- Investigated information security breaches to identify vulnerabilities and evaluate damage.
- Promoted security awareness among employees and clients to alleviate risks and breaches.
- Learned about latest security threats from blogs and online publications.
- Updated computer security policies and procedures upon learning of new risks.
- Reviewed security bulletins and vulnerability patch releases.
- Coordinated security updates to avoid outages and downtime.
Senior Technical Support Engineer
Straive
Paranaque
12.2022 - 12.2023
- Handled Straive onsite clients visit to personally assist for any technical issues.
- Assists VIPs for any technical issues and urgent requests
- Handled escalated and high priority incidents and directly coordinate the issues with SMEs for a faster resolution
- Supervised tickets of the team and ensure to help resolved within the SLAs
- Create plans and communicated deadlines to complete projects on time.
- Provided technical support to customers by responding to inquiries, troubleshooting hardware and software issues, and resolving problems in a timely manner.
- Developed and maintained customer relationships by providing superior customer service.
- Worked closely with other teams such as IT Operations and Infrastructure Services or Development Teams on cross-functional initiatives.
- Fulfilled client customization requests for managed systems and software components according to internal business requirement policies.
- Developed training materials and procedures or trained users in proper use of hardware or software.
Technical Support Engineer
Straive
Paranaque
09.2021 - 12.2022
- Set up new workstation for users with proper cable, equipment, and software
- Troubleshoot software, Network, and hardware issues through phone calls, emails, chats, and via remote sessions.
- Resolved service user requests within target timeframes
- Participate in in-person meetings with customer to assess and diagnose hardware problems.
- Configured, maintained, and monitored computer systems for optimal performance.
- Monitored ticketing system queues for incoming requests from customers.
- Replied to customer queries via email, messaging systems and support ticket platforms.
- Collaborated with teams to solve technical customers.
- Asked customers targeted questions to diagnose problems and provided timely solutions.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
IT Service Desk Analyst - Voice
Accenture
Metro Manila
04.2021 - 08.2021
- Promptly responded to and resolved customer issues within KPI timeframe
- Used Service Management systems to manage incidents and follow up requests
- Performed diagnostics and troubleshooting via phone calls and remote session, and accurately relaying instructions to customer.
Education
BS Aviation Information Technology -
Philippine State College of Aeronautics
05.2019
Jose Panganiban National High School
05.2015
Dahican Elementary School
06.2011
Skills
- Case management
- Application installation
- Software and Hardware diagnosis
- Troubleshooting proficiency
- Team player
- Highly responsible and reliable
- Flexible worker
- Time management
Personal Information
Title: IT Security Analyst
Languages
English
Upper Intermediate
B2
Filipino
Proficient
C2
Timeline
IT Security Analyst
Straive
01.2024 - Current
Senior Technical Support Engineer
Straive
12.2022 - 12.2023
Technical Support Engineer
Straive
09.2021 - 12.2022
IT Service Desk Analyst - Voice
Accenture
04.2021 - 08.2021
BS Aviation Information Technology -
Philippine State College of Aeronautics
Jose Panganiban National High School
Dahican Elementary School
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