Hi, I’m
Veronique Malazarte
Riverside, Matag-ob,Leyte
Summary
Adaptable and multifaceted professional with a bachelor's degree in Industrial Engineering. Possessing extensive experience across roles such as Technical Analyst, Quality Assurance Analyst, and currently, IT Technician for a US direct client. Proficient in IT Application Support, Process Improvement, and Quality Assurance. Demonstrated expertise in conducting root cause analysis, implementing programs, and fostering positive organizational change.
Overview
3
Certifications
Work History
Vector Choice Technologies, LLC
IT Technician
Job overview
- Received consistently positive feedback from customers, highlighting the quality of work and support provided
- Proficient in identifying the root cause of issues and conducting troubleshooting for prompt resolutions
- Skilled in running commands, performing diagnostics, addressing Office 365 issues, and handling new user/computer setups, configurations, and application installations
- Resolved basic network issues and application issues efficiently
- Actively assisted colleagues facing difficulties, fostering a collaborative work environment.
Accenture, Inc
Quality Assurance Analyst
Job overview
- Produce monthly reporting based on audits and offer value added recommendations to the clients
- Scrutinizing agent's performances if they are in line with the QA parameter and conducting QA calibrations
- SRT Tester/Conduct Mock Calls with new hires
- Conduct deep dive analysis for any high-level escalations requested by management
- Implementing QA updates and processes, creating weekly PKT's
- Manage process reviews, project deliverables, provide adequate coaching for agents
- FCR/L2 Handling/Self Service Ticket Monthly Scrubbing
- Conduct Monthly Calibration Session with the Team Leaders.
Accenture, Inc
Service Desk Analyst
Job overview
- Assisted in providing excellent IT services to the employees
- Assessing issues and responding to user's inquiries in a professional manner
- Identify opportunities for optimizing system performance and offer suggestions for continuous improvement
- Maintain records, logs and information on incidents reported as part of work requests.
Education
University of San Jose-Recoletos
Bachelor of Science in Industrial Engineering
St. Peter's College of Ormoc
Secondary
Matag-ob Central School
Primary
Skills
MS-Officeundefined
Certification
Optimizing Business Analytics in Pursuing Operational Excellence / 2018
Timeline
IT Technician
Vector Choice Technologies, LLC
Quality Assurance Analyst
Accenture, Inc
Service Desk Analyst
Accenture, Inc
University of San Jose-Recoletos
Bachelor of Science in Industrial Engineering
St. Peter's College of Ormoc
Secondary
Matag-ob Central School
Primary
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