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
Multitasking
Adaptability
Team Collaboration
Relationship Building
Idea Development and Brainstorming
Work Planning and Prioritization
MS Office
Delivery Assurance
Goal Setting
User Support
Subject Matter Expert
Best Practices Implementation
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 -