Shaina Reynaldo
IT Support Specialist
Santa Rosa
Summary
To acquire a challenging position in an environment where I can best utilize my skills and education also express my innovative creative skills for self and company growth.
Overview
7
7
years of professional experience
Work History
Associate Consultant
Atos
05.2019 - Current
- Respond to requests for technical assistance via phone, chat, or email.
- Diagnose and resolve technical issues remotely.
- Log all customer interactions into ticketing system.
- Receiving Tier 1escalations.
- Escalate to internal Tier 3.
- Follow incidents through to resolution.
- Provide regular updates to customer on their support incidents/requests.
- Providing customers with support for corporate owned assets which will include basic help desk support up to advanced troubleshooting.
- Creates knowledge based article or documents for advanced troubleshooting for future references within the team and to be shared globally
- Responds to VIP tickets
- Collaborate with different support groups
Assistant System Engineer
TATA Consultancy Services
06.2017 - 05.2019
- Serve as the first point of contact for customers seeking technical assistance via phone, e-mail, or through email.
- Diagnose, research and resolve tier 1 technical hardware and software issues.
- Effectively advise and assist customers on appropriate action.
- Provide accurate information on IT products and services.
- Direct unresolved issues to the next level of support personnel.
- Identify and escalate situations requiring urgent attention.
- Maintain the highest possible level of customer service.
- Work with vendors and internal stakeholders to ensure accurate, effective training content.
Education
High School Diploma -
Dominican College of Santa Rosa
Santa Rosa, Laguna 04.2001 -
Bachelor of Science - Computer Science
La Consolacion College - Binan
Biñan, Laguna 04.2001 -
Skills
Self Motivation
References
- Bernadette Macha, Quality Assurance Engineer, 0963 - 575- 4848
- Dianne Khristine Carbayar, System Engineer, 0916 - 158 - 9062
- Judy Ann Tobias, Process Analyst, 0968 - 273 - 5658
- Riyadh Malubay, AD Support, 0935 - 220 - 7485
Training
- Internet of Everything, 2015-07-03, La Consolacion College - Biñan (Laguna)
- Google I/O Extended Roadshow Cavite, 2015-08-01, De La Salle University - Dasmariñas (Cavite)
- ISITE Cyber Security Seminar, 2015-12-07, Lyceum of the Philippines - Batangas
- Design and Prototype Workshop, 2015-08-01, De La Salle University - Dasmariñas (Cavite)
- CCNA v3 Trainings, 2018-11-01, Nexus Education Services (Ortigas City)
- Home Development Mutual Fund (Pag-IBIG Biñan) - Data Entry
Timeline
Associate Consultant
Atos
05.2019 - Current
Assistant System Engineer
TATA Consultancy Services
06.2017 - 05.2019
High School Diploma -
Dominican College of Santa Rosa
04.2001 -
Bachelor of Science - Computer Science
La Consolacion College - Binan
04.2001 -
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