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In ham and eggs, the chicken is involved, but the pig is committed. (i am that pig)

Whether a business or home user, delivering massive value to my clients has been the focus of my career for the past 10 years. I hold completion in the following CompTIA A+ and ITIL V3 I'll provide you with outstanding Remote IT Support & Services. I stand by my work.

I worked in BPO and ITO for 10 years, specializing in Customer Service, Technical Support and IT Help Desk. I am a goal and result oriented professional. I had worked for Circuit City as a Customer Service Sales Representative, Dell, Toshiba, at&t Uverse and DSL, Telus International and Clear Wire as Technical Support, Aetna Health Care Provider as an IT Help Desk and currently I am working with US Based IT Solutions Company that provides IT Managed Services. I have strong computer ability and analytical skills based on my experience in using it for more than 10 Years. Windows Operating System, Microsoft Office, Windows Software, Computer Hardware, and Internet experience gathered from my hobbies make me an excellent computer user. I can do computer/laptop troubleshooting to find out what is the problem and how to solve it. I can build PC, install/uninstall, upgrade/downgrade, set up networking connection, file and printer sharing, etc. I have a wide range of knowledge/experience on a computer that I can't describe everything in my profile. I act and think accordingly to the situation, and sometimes I do google to solve problems I never saw before. I can offer the following services: - Customer Service - Technical Support - IT HelpDesk - Ebay Listing - Virtual assistance I am an Experienced User of these Tools - CRM, Remedy, Siebel CRM, HP Service Center Client, Active Directory, Google Apps, Microsoft Office, Skype for Business, Outlook Email Client, eBay Turbo Lister, SugarCRM, Spiceworks, ConnectWise, Alloy Navigator, VM Ware, XenApp.Here are the following Remote Access tools that i use, Teamviewer, JoinMe, AnyDesk, and LogMeInRescue.

Certified:
CompTIA+
ITILv3
VMWare
Office 365 Administration
Windows 10 Tech Series
Dropbox for Business
Connectwise
Labtech
VTSP
SonicWall Network Administrator","rawText":"There is a fine difference of perspective between getting involved and being committed. In ham and eggs, the chicken is involved, but the pig is committed. (i am that pig) Whether a business or home user, delivering massive value to my clients has been the focus of my career for the past 10 years. I hold completion in the following CompTIA A+ and ITIL V3 I'll provide you with outstanding Remote IT Support & Services. I stand by my work. I worked in BPO and ITO for 10 years, specializing in Customer Service, Technical Support and IT Help Desk. I am a goal and result oriented professional. I had worked for Circuit City as a Customer Service Sales Representative, Dell, Toshiba, at&t Uverse and DSL, Telus International and Clear Wire as Technical Support, Aetna Health Care Provider as an IT Help Desk and currently I am working with US Based IT Solutions Company that provides IT Managed Services. I have strong computer ability and analytical skills based on my experience in using it for more than 10 Years. Windows Operating System, Microsoft Office, Windows Software, Computer Hardware, and Internet experience gathered from my hobbies make me an excellent computer user. I can do computer/laptop troubleshooting to find out what is the problem and how to solve it. I can build PC, install/uninstall, upgrade/downgrade, set up networking connection, file and printer sharing, etc. I have a wide range of knowledge/experience on a computer that I can't describe everything in my profile. I act and think accordingly to the situation, and sometimes I do google to solve problems I never saw before. I can offer the following services: - Customer Service - Technical Support - IT HelpDesk - Ebay Listing - Virtual assistance I am an Experienced User of these Tools - CRM, Remedy, Siebel CRM, HP Service Center Client, Active Directory, Google Apps, Microsoft Office, Skype for Business, Outlook Email Client, eBay Turbo Lister, SugarCRM, Spiceworks, ConnectWise, Alloy Navigator, VM Ware, XenApp.Here are the following Remote Access tools that i use, Teamviewer, JoinMe, AnyDesk, and LogMeInRescue. Certified: CompTIA+ ITILv3 VMWare Office 365 Administration Windows 10 Tech Series Dropbox for Business Connectwise Labtech VTSP SonicWall Network Administrator","canEdit":false,"editUrl":"https://www.workana.com/freelancer/a79279f453132da472fc1b8cf13e1e64/profile/description","g11n":{"edit":"Edit","save":"Save","cancel":"Cancel","warning":"Warning: Don't share contact information or you may be blocked.","expandText":"View more","collapseText":"View less","infoImg":"

","placeholder":"In a few words, sum up what best defines you as a professional. Show the world what you have to offer and give direction to your freelance career. Ex: Image and sound designer specializing in institutional videos and photo retouching."},"validation":{"required":true,"min":20}},"history":{"section":"history","title":"Work experience","dangerouslyWillBeRenderAsHtml_text":"www.upwork.com     Aug-Dec 2018
Location: Work from Home
Position Title (Level)    : Microsoft Office 365 Administrator
Industry : Software Provider
Rate: $10/Hour
Work Description    :

•    Office 365 Admin Center - navigation and management
•    Office 365 Business and Enterprise Subscriptions and Licenses (billing)
•    Domains and DNS - verification and setup
•    Office 2016 - setup and troubleshooting
•    Exchange online- mailbox creation, shared mailbox creation, alias addition, DG creation, DG management
•    SharePoint and OneDrive - SharePoint online administration, OneDrive installation and troubleshooting
•    Skype for business and Outlook troubleshooting

www.onlinejobs.ph Sept 2017 – Sept 2018
Location: Work from Home
Position Title (Level)    : Freelance Remote IT Help Desk Analyst Level 1 & 2
Industry : Managed Services Provider
Rate: 900 USD/Month
Work Description:

Skills
-Working in a technical support/help desk environment
- Windows Desktop Operating Systems
- 11 years customer service related experienced
- experienced working on an outsourced helpdesk team
- 5 years experience working with advanced backend IT infrastructure such as Exchange, Active Directory, Backups, etc.
- Ability to identify and troubleshoot server performance issues using native Windows Server tools and utilities
- Strong background in Windows client operating systems, standard desktop applications (i.e. Office, Internet Explorer, anti-virus tools), Windows Server Operating Systems, Active Directory
- Thorough understanding of server hardware components to include RAID configurations and externally attached storage devices
- General issues resolution for Exchange, Firewalls, VPNs and other more advanced pieces of infrastructure
- Excellent written and verbal communications skills (English)
- Excellent customer service skills
- Ability to research issues and find solutions on my own
- Flexibility in work schedule

Duties
- Assist with customer issues via telephone and ticketing system
- Thoroughly and accurately understand issues and analyze the problem in a systemic fashion.
- Taking ownership of customer issues to include; routing, prioritizing, troubleshooting to resolution
- Manage and support servers in a Microsoft Windows environment to ensure backup, performance and uptime are optimal.
- Install and configure servers in a Microsoft Windows environment. Issues at this level will include but not limited to: Server Hardware, Networking, Web Services, Database, Active Directory, DNS, Cluster configuration, and E-Mail.
- Validate monitoring alerts, create support tickets as required and execute predefined troubleshooting procedures Create AD groups, users, and understand user permissions
- Perform routine maintenance (windows updates, server reboots, backups)
- Configuration, setup and management of IIS 6.0 and IIS 7.0 based web servers, working with a variety of .Net Frameworks (1.1, 2.0, 3.0, 3.5, and 4.0) and related development tools.
- Assist in the development of system solutions, architecture modifications and capacity planning for supported environments.
- Maintains technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
- Contributes to team effort by accomplishing related results as needed.

Agoda International Sdn Bhd. April 3 2017 – Sept 2 2017
Website: www.agoda.com
Location: Kuala Lumpur, Malaysia
Position Title (Level)    : Customer Experience Specialist
Industry : Travel Company
Rate: 900 USD/Month
Reason for leaving: Death in the family
Work Description:
•    Deliver excellent customer service and manage the needs of our customers (guests and partners) through our communication channels (phone and email).
•    Professionally handle high volume of inquiries from clients and customers.
•    Accountable for meeting individual (KPIs) and team goals.
•    Understand and deliver business strategies and improve customer services through the execution of self-service.
•    Continuously identify work process improvements.
•    Communicate to Team Leaders and (or) Manager.
•    Perform office-based administrative duties whenever required.
•    Must demonstrate high degree of integrity and confidentiality – Maintain confidentiality of customer information at all times.
•    Take ownership of issues and concerns of customers, including operational issues, pricing / invoice queries etc.

VA Agency based in Australia Dec 2015- Jan 2017
Location: Work from Home
Position Title (Level)    : Freelance Remote IT Help Desk Analyst
Industry : Online Freelancing, Home based, Work at Home
Rate: 900 USD/Month
Reason for leaving: 1 Year Contract has ended on Jan 5 2017
Work Description    :
•    Support US Based IT Solutions that provides IT Services to Small and Medium Businesses
•    Perform advance hardware and software troubleshooting related to Desktops, Laptops, Printers and Software. Office 365 Administration ex Account Management, Access and Permission, Software Activation, Email Management, Distribution Groups, Email Support, Email Archiving, Maintenance, and other applications related to the client’s supported applications used for work and business.
•    Tools used: Spiceworks, Alloy Navigator, ConnectWise, Atlassian, Active Directory, MS Office 365 Admin Console, TeamViewer, LogMeIn Rescue, LogMeIn Remote Server Management Console

Upwork Oct 2015 - Dec 2015
Location: Work from Home
Position Title (Level)    : Freelance Technical Project Manager
Industry : Online Freelancing, Home based, Work at Home
Rate: 500 USD/Month
Reason for leaving: It was a Part time Project Based
Work Description    :
•    Support US Based VoIP Company that provides IT Services, such as IP PBX Install and Set up via SIP Protocol.
•    Performed 3CX Management Support,
•    Process Dispatch
•    Administrative Tasks
•    Perform Inbound/Outbound Calls, Email, Voice and Chat.

Upwork Sept - Oct 2015
Location: Work from Home
Position Title (Level)    : Freelance Personal Virtual Assistant
Industry : Online Freelancing, Home based, Work at Home
Rate: 450 USD/Month
Reason for leaving: It was a Part time Project Based
Work Description    :
•    Support US Based Client’s e-commerce Online Business by managing her website and products in Ebay and Amazon
•    Performed Administrative Tasks by processing Business Cards, Post Cards, Flyers and listing products online.

Atos Consulting June 2013 - Oct 2015
(Former Affiliated Computer Service and Xerox Company)
Location: Pasay, Philippines
Position Title (Level)    : IT Service Desk Analyst
Industry        : Call Center / IT-Enabled Services / ITO Information Technology Outsourcing
Rate: 28,500 PH/Month
Reason for Leaving: work at home to be able to take care of my spouse who had a C section and gave birth to our pre mature baby who was born with Pneumonia
Work Description    :
•    Handle chat support, inbound & outbound calls, e-mails on incidents reported by users.
•    Perform 1st level Helpdesk troubleshooting to resolve incidents including WAN, LAN, VPN connections, Microsoft Exchange, MS applications, Windows, Printers, etc.
•    Manage Active Directory Account creation and password reset, Perform ticket creation, updating, assigning, and closing of incident tickets
•    Perform incident escalation for those incidents that are beyond helpdesk level.
•    Liaise with vendor to service network peripheral such as computers, printers, etc.

Alorica Pacific Rim Inc. Jan 2013- June 2013
Location: Makati, Philippines
Position Title (Level)    : Technical Support Representative
Industry        : Call Center / IT-Enabled Services / BPO Business Process Outsourcing
Rate: 22,000 PH/Month
Reason for leaving: Health Card release has been delayed when I needed it most.
Work Description    :
•    Support U.S. Based Internet Service Provider (Verizon Online)
•    Provide advance technical support in Internet Connection Wired and Wireless
•    Email Configuration Ex. outlook, outlook express, mac mail.
•    Provide Customer Satisfaction and Exceed Customer Expectations
•    Perform Advance troubleshooting regarding internet Issues.
•    Modem and Router Configuration.

Stream Global Services Aug 2012– Dec 2012
Location: Makati, Philippines
Position Title (Level)    : Technical Support Representative
Industry        : Call Center / IT-Enabled Services / BPO Business Process Outsourcing
Rate: 19,000 PH/Month
Reason for leaving: Unpaid Extra Hours
Work Description    :
•    Support U.S. Computer Manufacturer (DELL)
•    Provide extensive and advance hardware troubleshooting on DELL Laptops and Desktops for the following models INSPIRON, DIMENSION, VOSTRO, and STUDIO.
•    Assembly and Disassembly
•    Advance Hardware Diagnostics Test
•    Hardware Installation Support
•    Process onsite tech dispatches if needed.
•    Provide support and handle cases thoroughly until the issue has been fixed.Performed Basic Troubleshooting on third party software. example MS Office 2010, Anti virus Program etc.

Convergys Philippines Oct 2011-June 2012
Location: Makati, Philippines
Position Title (Level)    : Technical Support Representative
Industry        Call Center / IT-Enabled Services / BPO Business Process Outsourcing
Rate: 19.000 PH/Month
Reason for leaving: I preferred to handle Technical Account which can help me utilize and enhance my skillsets.
Work Description    :
•    Support U.S. based Internet Service Provider (at&t Uverse)
•    Internet Cable TV Troubleshooting, Advance Digital Subscriber Line (DSL) Internet Connection
•    Email Set Up, Web Browser Support, Wireless Internet Connection, Security Program,
•    Home Networking.
•    Support U.S. Based Bayer Diabetes Care ( Health Care)
•    Provide assistance in using our glucose meters that are used to test blood sugar in a daily basis.
•    Troubleshoot meters that are not working.

Al Khobar Technology for IT Solutions Oct 2010 – July 2011
Location: Dammam, Saudi Arabia
Position Title (Level)    : IT Network Engineer/Marketing Executive
Industry        : Consulting (IT, Science, Engineering & Technical)
Rate: 2,500 SR/Month
Reason for Leaving: I prioritized our security over money.
Work Description    :
•    Support Hands on Advance Computer Troubleshooting for the Group of Companies
•    Installation of Home Network
•    Desktop and Laptop Set up
•    Internet Network Maintenance
•    Advance Hardware and Software Troubleshooting
•    Phone and Fax Machine Set up
•    Knowledgeable with Healthcare Management Information Systems
•    for (Golden Dunes Medical Company)
•    Clinical to Administrative Management such as Medical Records Management, Patient Registration, Human Resources Management, Out Patient Management.

247 Customer Philippines July 2009 – Oct 2010
Location: Makati, Philippines
Position Title (Level)    : Technical Support
Industry        : Call Center / IT-Enabled Services / BPO Business Process Outsourcing
Rate: 21,000 PH/Month
Reason for leaving: I got an opportunity to work overseas.
Work Description    :
•    Support U.S. Based Internet Service Provider (Time Warner Cable)
•    Provide advance technical support in Internet Connection Wired and Wireless, Email Configuration Ex. outlook, outlook express, mac mail.
•    Provide Customer Satisfaction and Exceed Expectations
•    Perform Advance troubleshooting regarding internet Issues.

West Contact Services March 2009 – July 2009
Location: Makati, Philippines
Position Title (Level)    : Technical Support
Industry        : Call Center / IT-Enabled Services / BPO Business Process Outsourcing
Rate: 19,000 PH/Month
Reason for leaving: I need to relocate from Cavite to Paranaque City
Work Description    :
•    Support U.S Based Cable Internet Service Provider (at&t U-verse)
•    Performed Advance Troubleshooting in Cable TV that runs through Internet Advance Wired and Wireless Internet Connection Troubleshooting Email Configuration, Advance Hardware Troubleshooting. Example (Set up box, Receiver, Router, Modem) Advance Software Troubleshooting. Example (Initial Set up, Installation and Uninstallation

Telus International Philippines Nov 2008 – March 2009
Location: Taguig, Philippines
Position Title (Level)    : Technical Support
Industry        : Call Center / IT-Enabled Services / BPO Business Process Outsourcing
Rate: 16,000 PH/Month
Reason for leaving: I had difficulty traveling from home to work
Work Description    :
•    Provide Support in a Canada Based Internet Service Provider (TELUS ADSL) Advance Internet connection Wired and Wireless Advance Email Configuration for Email Clients. Example (Outlook, Outlook Express, Mac Mail, Entourage, Advance Hardware and Software Troubleshooting.)
•    Process Cable TV Subscriptions and Payment

Teletech Holdings Inc. July 2008 – November 2008
Location: Pasay City, Philippines
Position Title (Level)    : Technical Support
Industry        : Call Center / IT-Enabled Services / BPO Business Process Outsourcing
Rate: 13,500/Month
Reason for Leaving: I had to go to work more than an hour early to find a work station since it was limited and had to do the same every time on lunch and breaks.
Work Description    :
•    Provide Support in a U.S. based Internet Service Provider (at&t DSL) Advance Internet connection Wired and Wireless Advance Email Configuration for Email Clients. Example (Outlook, Outlook Express, Mac Mail, Entourage) Advance Hardware and Software Troubleshooting Modem and Router Configuration (Graphic User Interface GUI access)

Teleperformance Philippines Jan 2008 – July 2008
Location: Sucat, Philippines
Position Title (Level)    : Technical Support
Industry        : Call Center / IT-Enabled Services / BPO Business Process Outsourcing
Rate: 15,000PH/Month
Reason for leaving: I had experience of delayed salaries and unpaid extra hours
Work Description    :
•    Provide Support to a U.S. Based Laptop and Projector Manufacturer (TOSHIBA)
•    Basic Internet Set up Email Configuration Advance Hardware and Software troubleshooting
•    Wired and Wireless Connectivity Set up.

ePLDT Ventus Sept 2007 – Jan 2008
Location: Sucat, Philippines
Position Title (Level)    : Customer Sales Representative
Industry        : Call Center / IT-Enabled Services / BPO Business Process Outsourcing
Rate: 12,500PH/Month
Reason for leaving: It was a seasonal account that run from Sept 2007-Jan 2008, on Jan 5 2008 400 Agents lost their jobs including me.
Work Description    :
•    Provide Support to a Electronic Store based in U.S (Circuit City)
•    We Sell Electronic gadgets online. Example ( Cell Phones, Home Theater System, Digital Cameras, GPS Systems, LCD TV’s, or any home appliances.
•    We also offer Extended Warranty Plan and Installation Services.

Amazing Lifestyle Interactive Jan 2002 – Jan 2003
Location: Pasig, Philippines
Position Title (Level)    : Text Chat Moderator
Industry        : Entertainment, Media, Broadcasting
Rate: 5,000PH/Month
Reason for leaving: I focused on my Studies.
Work Description    :
•    Provide Support to a TV Program The Fuse TV it is a chat venue on television where chatters/people can communicate and mingle with each other via text message through their Mobile Phones and will be filtered by moderators before posting it on TV.
•    As a moderator it is our duty to filter all text messages that are coming in and out of the program and blocked messages that contains profanity, nudity and indecent pictures.
•    Moderator’s can also receive and handle private conversations from chatters.

SKILLS:
Active Directory, Office 365 Administration, Virtualization, VMware, vSphere, Citrix, Xen App, ConnectWise, Labtech, (Windows Operating Systems Win XP,Win Vista, Windows 7,8,8.1, 10 and MAC Operating Systems) Internet Networking, Wired & Wireless Connections, Modems & Routers Configuration, LAN,WAN,WLAN, DNS, DHCP, TCP/IP. Email Configuration, Advance Hardware & Software Troubleshooting, Desktops & Laptops. CompTIA A+,ITILv3, VTSP, SonicWall Network Administrator, Office 365, Dropbox for Business, ConnectWise, LabTech, Windows Tech Series, Deployment Windows 10

PERSONAL HACKGROUND:
Date of Birth: April 07 1985
Place of Birth: San Juan De Dios Hospital Pasay City
Nationality: Filipino
Country of Origin: Philippines
Age: 33
Height: 5’6’’
Weight: 200 lbs
Civil Status: Married

Training/Certifications:
Call Center Academy
Toshiba Support Training
Dell Tech Training
ISP Training
Windows 10 Tech Series (MPN17571)
Deploying Windows 10 (MPN14190)
Technical Assessment for Office 365 (MPN10968)
Dropbox for Business Support Track (English)
Connectwise University Service Technician Degree
Connectwise University Engineer/Technician Degree
CompTIA A+
ITILv3

CHARACTER REFERENCES:
Name          : Emyr Asis
Position        : Supervisor (Verizon)
Company        : Alorica Pacific Rim Inc.
Email : emyr.asis@rootsfc.com
Mobile/Telephone : 09068940848

Name          : Oliver Allan Lee
Position        : Supervisor (Toshiba)
Company        :Teleperformace Philippines
Email : oalee@yahoo.com
Mobile/Telephone : 09178024608

Name          : Darnell Reyes
Position        : Supervisor (Verizon)
Company        : Alorica Pacific Rim Inc.
Email : dcreyes0905@yahoo.com
Mobile/Telephone : 09175536352

Name          : Jala Almoite
Position        : Product Specifics Trainer (DELL)
Company        : Stream Global Services
Email : jala.almoite@yahoo.com
Mobile/Telephone : 09178605266","rawText":"www.upwork.com Aug-Dec 2018 Location: Work from Home Position Title (Level) : Microsoft Office 365 Administrator Industry : Software Provider Rate: $10/Hour Work Description : • Office 365 Admin Center - navigation and management • Office 365 Business and Enterprise Subscriptions and Licenses (billing) • Domains and DNS - verification and setup • Office 2016 - setup and troubleshooting • Exchange online- mailbox creation, shared mailbox creation, alias addition, DG creation, DG management • SharePoint and OneDrive - SharePoint online administration, OneDrive installation and troubleshooting • Skype for business and Outlook troubleshooting www.onlinejobs.ph Sept 2017 – Sept 2018 Location: Work from Home Position Title (Level) : Freelance Remote IT Help Desk Analyst Level 1 & 2 Industry : Managed Services Provider Rate: 900 USD/Month Work Description: Skills -Working in a technical support/help desk environment - Windows Desktop Operating Systems - 11 years customer service related experienced - experienced working on an outsourced helpdesk team - 5 years experience working with advanced backend IT infrastructure such as Exchange, Active Directory, Backups, etc. - Ability to identify and troubleshoot server performance issues using native Windows Server tools and utilities - Strong background in Windows client operating systems, standard desktop applications (i.e. Office, Internet Explorer, anti-virus tools), Windows Server Operating Systems, Active Directory - Thorough understanding of server hardware components to include RAID configurations and externally attached storage devices - General issues resolution for Exchange, Firewalls, VPNs and other more advanced pieces of infrastructure - Excellent written and verbal communications skills (English) - Excellent customer service skills - Ability to research issues and find solutions on my own - Flexibility in work schedule Duties - Assist with customer issues via telephone and ticketing system - Thoroughly and accurately understand issues and analyze the problem in a systemic fashion. - Taking ownership of customer issues to include; routing, prioritizing, troubleshooting to resolution - Manage and support servers in a Microsoft Windows environment to ensure backup, performance and uptime are optimal. - Install and configure servers in a Microsoft Windows environment. Issues at this level will include but not limited to: Server Hardware, Networking, Web Services, Database, Active Directory, DNS, Cluster configuration, and E-Mail. - Validate monitoring alerts, create support tickets as required and execute predefined troubleshooting procedures Create AD groups, users, and understand user permissions - Perform routine maintenance (windows updates, server reboots, backups) - Configuration, setup and management of IIS 6.0 and IIS 7.0 based web servers, working with a variety of .Net Frameworks (1.1, 2.0, 3.0, 3.5, and 4.0) and related development tools. - Assist in the development of system solutions, architecture modifications and capacity planning for supported environments. - Maintains technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies. - Contributes to team effort by accomplishing related results as needed. Agoda International Sdn Bhd. April 3 2017 – Sept 2 2017 Website: www.agoda.com Location: Kuala Lumpur, Malaysia Position Title (Level) : Customer Experience Specialist Industry : Travel Company Rate: 900 USD/Month Reason for leaving: Death in the family Work Description: • Deliver excellent customer service and manage the needs of our customers (guests and partners) through our communication channels (phone and email). • Professionally handle high volume of inquiries from clients and customers. • Accountable for meeting individual (KPIs) and team goals. • Understand and deliver business strategies and improve customer services through the execution of self-service. • Continuously identify work process improvements. • Communicate to Team Leaders and (or) Manager. • Perform office-based administrative duties whenever required. • Must demonstrate high degree of integrity and confidentiality – Maintain confidentiality of customer information at all times. • Take ownership of issues and concerns of customers, including operational issues, pricing / invoice queries etc. VA Agency based in Australia Dec 2015- Jan 2017 Location: Work from Home Position Title (Level) : Freelance Remote IT Help Desk Analyst Industry : Online Freelancing, Home based, Work at Home Rate: 900 USD/Month Reason for leaving: 1 Year Contract has ended on Jan 5 2017 Work Description : • Support US Based IT Solutions that provides IT Services to Small and Medium Businesses • Perform advance hardware and software troubleshooting related to Desktops, Laptops, Printers and Software. Office 365 Administration ex Account Management, Access and Permission, Software Activation, Email Management, Distribution Groups, Email Support, Email Archiving, Maintenance, and other applications related to the client’s supported applications used for work and business. • Tools used: Spiceworks, Alloy Navigator, ConnectWise, Atlassian, Active Directory, MS Office 365 Admin Console, TeamViewer, LogMeIn Rescue, LogMeIn Remote Server Management Console Upwork Oct 2015 - Dec 2015 Location: Work from Home Position Title (Level) : Freelance Technical Project Manager Industry : Online Freelancing, Home based, Work at Home Rate: 500 USD/Month Reason for leaving: It was a Part time Project Based Work Description : • Support US Based VoIP Company that provides IT Services, such as IP PBX Install and Set up via SIP Protocol. • Performed 3CX Management Support, • Process Dispatch • Administrative Tasks • Perform Inbound/Outbound Calls, Email, Voice and Chat. Upwork Sept - Oct 2015 Location: Work from Home Position Title (Level) : Freelance Personal Virtual Assistant Industry : Online Freelancing, Home based, Work at Home Rate: 450 USD/Month Reason for leaving: It was a Part time Project Based Work Description : • Support US Based Client’s e-commerce Online Business by managing her website and products in Ebay and Amazon • Performed Administrative Tasks by processing Business Cards, Post Cards, Flyers and listing products online. Atos Consulting June 2013 - Oct 2015 (Former Affiliated Computer Service and Xerox Company) Location: Pasay, Philippines Position Title (Level) : IT Service Desk Analyst Industry : Call Center / IT-Enabled Services / ITO Information Technology Outsourcing Rate: 28,500 PH/Month Reason for Leaving: work at home to be able to take care of my spouse who had a C section and gave birth to our pre mature baby who was born with Pneumonia Work Description : • Handle chat support, inbound & outbound calls, e-mails on incidents reported by users. • Perform 1st level Helpdesk troubleshooting to resolve incidents including WAN, LAN, VPN connections, Microsoft Exchange, MS applications, Windows, Printers, etc. • Manage Active Directory Account creation and password reset, Perform ticket creation, updating, assigning, and closing of incident tickets • Perform incident escalation for those incidents that are beyond helpdesk level. • Liaise with vendor to service network peripheral such as computers, printers, etc. Alorica Pacific Rim Inc. Jan 2013- June 2013 Location: Makati, Philippines Position Title (Level) : Technical Support Representative Industry : Call Center / IT-Enabled Services / BPO Business Process Outsourcing Rate: 22,000 PH/Month Reason for leaving: Health Card release has been delayed when I needed it most. Work Description : • Support U.S. Based Internet Service Provider (Verizon Online) • Provide advance technical support in Internet Connection Wired and Wireless • Email Configuration Ex. outlook, outlook express, mac mail. • Provide Customer Satisfaction and Exceed Customer Expectations • Perform Advance troubleshooting regarding internet Issues. • Modem and Router Configuration. Stream Global Services Aug 2012– Dec 2012 Location: Makati, Philippines Position Title (Level) : Technical Support Representative Industry : Call Center / IT-Enabled Services / BPO Business Process Outsourcing Rate: 19,000 PH/Month Reason for leaving: Unpaid Extra Hours Work Description : • Support U.S. Computer Manufacturer (DELL) • Provide extensive and advance hardware troubleshooting on DELL Laptops and Desktops for the following models INSPIRON, DIMENSION, VOSTRO, and STUDIO. • Assembly and Disassembly • Advance Hardware Diagnostics Test • Hardware Installation Support • Process onsite tech dispatches if needed. • Provide support and handle cases thoroughly until the issue has been fixed.Performed Basic Troubleshooting on third party software. example MS Office 2010, Anti virus Program etc. Convergys Philippines Oct 2011-June 2012 Location: Makati, Philippines Position Title (Level) : Technical Support Representative Industry Call Center / IT-Enabled Services / BPO Business Process Outsourcing Rate: 19.000 PH/Month Reason for leaving: I preferred to handle Technical Account which can help me utilize and enhance my skillsets. Work Description : • Support U.S. based Internet Service Provider (at&t Uverse) • Internet Cable TV Troubleshooting, Advance Digital Subscriber Line (DSL) Internet Connection • Email Set Up, Web Browser Support, Wireless Internet Connection, Security Program, • Home Networking. • Support U.S. Based Bayer Diabetes Care ( Health Care) • Provide assistance in using our glucose meters that are used to test blood sugar in a daily basis. • Troubleshoot meters that are not working. Al Khobar Technology for IT Solutions Oct 2010 – July 2011 Location: Dammam, Saudi Arabia Position Title (Level) : IT Network Engineer/Marketing Executive Industry : Consulting (IT, Science, Engineering & Technical) Rate: 2,500 SR/Month Reason for Leaving: I prioritized our security over money. Work Description : • Support Hands on Advance Computer Troubleshooting for the Group of Companies • Installation of Home Network • Desktop and Laptop Set up • Internet Network Maintenance • Advance Hardware and Software Troubleshooting • Phone and Fax Machine Set up • Knowledgeable with Healthcare Management Information Systems • for (Golden Dunes Medical Company) • Clinical to Administrative Management such as Medical Records Management, Patient Registration, Human Resources Management, Out Patient Management. 247 Customer Philippines July 2009 – Oct 2010 Location: Makati, Philippines Position Title (Level) : Technical Support Industry : Call Center / IT-Enabled Services / BPO Business Process Outsourcing Rate: 21,000 PH/Month Reason for leaving: I got an opportunity to work overseas. Work Description : • Support U.S. Based Internet Service Provider (Time Warner Cable) • Provide advance technical support in Internet Connection Wired and Wireless, Email Configuration Ex. outlook, outlook express, mac mail. • Provide Customer Satisfaction and Exceed Expectations • Perform Advance troubleshooting regarding internet Issues. West Contact Services March 2009 – July 2009 Location: Makati, Philippines Position Title (Level) : Technical Support Industry : Call Center / IT-Enabled Services / BPO Business Process Outsourcing Rate: 19,000 PH/Month Reason for leaving: I need to relocate from Cavite to Paranaque City Work Description : • Support U.S Based Cable Internet Service Provider (at&t U-verse) • Performed Advance Troubleshooting in Cable TV that runs through Internet Advance Wired and Wireless Internet Connection Troubleshooting Email Configuration, Advance Hardware Troubleshooting. Example (Set up box, Receiver, Router, Modem) Advance Software Troubleshooting. Example (Initial Set up, Installation and Uninstallation Telus International Philippines Nov 2008 – March 2009 Location: Taguig, Philippines Position Title (Level) : Technical Support Industry : Call Center / IT-Enabled Services / BPO Business Process Outsourcing Rate: 16,000 PH/Month Reason for leaving: I had difficulty traveling from home to work Work Description : • Provide Support in a Canada Based Internet Service Provider (TELUS ADSL) Advance Internet connection Wired and Wireless Advance Email Configuration for Email Clients. Example (Outlook, Outlook Express, Mac Mail, Entourage, Advance Hardware and Software Troubleshooting.) • Process Cable TV Subscriptions and Payment Teletech Holdings Inc. July 2008 – November 2008 Location: Pasay City, Philippines Position Title (Level) : Technical Support Industry : Call Center / IT-Enabled Services / BPO Business Process Outsourcing Rate: 13,500/Month Reason for Leaving: I had to go to work more than an hour early to find a work station since it was limited and had to do the same every time on lunch and breaks. Work Description : • Provide Support in a U.S. based Internet Service Provider (at&t DSL) Advance Internet connection Wired and Wireless Advance Email Configuration for Email Clients. Example (Outlook, Outlook Express, Mac Mail, Entourage) Advance Hardware and Software Troubleshooting Modem and Router Configuration (Graphic User Interface GUI access) Teleperformance Philippines Jan 2008 – July 2008 Location: Sucat, Philippines Position Title (Level) : Technical Support Industry : Call Center / IT-Enabled Services / BPO Business Process Outsourcing Rate: 15,000PH/Month Reason for leaving: I had experience of delayed salaries and unpaid extra hours Work Description : • Provide Support to a U.S. Based Laptop and Projector Manufacturer (TOSHIBA) • Basic Internet Set up Email Configuration Advance Hardware and Software troubleshooting • Wired and Wireless Connectivity Set up. ePLDT Ventus Sept 2007 – Jan 2008 Location: Sucat, Philippines Position Title (Level) : Customer Sales Representative Industry : Call Center / IT-Enabled Services / BPO Business Process Outsourcing Rate: 12,500PH/Month Reason for leaving: It was a seasonal account that run from Sept 2007-Jan 2008, on Jan 5 2008 400 Agents lost their jobs including me. Work Description : • Provide Support to a Electronic Store based in U.S (Circuit City) • We Sell Electronic gadgets online. Example ( Cell Phones, Home Theater System, Digital Cameras, GPS Systems, LCD TV’s, or any home appliances. • We also offer Extended Warranty Plan and Installation Services. Amazing Lifestyle Interactive Jan 2002 – Jan 2003 Location: Pasig, Philippines Position Title (Level) : Text Chat Moderator Industry : Entertainment, Media, Broadcasting Rate: 5,000PH/Month Reason for leaving: I focused on my Studies. Work Description : • Provide Support to a TV Program The Fuse TV it is a chat venue on television where chatters/people can communicate and mingle with each other via text message through their Mobile Phones and will be filtered by moderators before posting it on TV. • As a moderator it is our duty to filter all text messages that are coming in and out of the program and blocked messages that contains profanity, nudity and indecent pictures. • Moderator’s can also receive and handle private conversations from chatters. SKILLS: Active Directory, Office 365 Administration, Virtualization, VMware, vSphere, Citrix, Xen App, ConnectWise, Labtech, (Windows Operating Systems Win XP,Win Vista, Windows 7,8,8.1, 10 and MAC Operating Systems) Internet Networking, Wired & Wireless Connections, Modems & Routers Configuration, LAN,WAN,WLAN, DNS, DHCP, TCP/IP. Email Configuration, Advance Hardware & Software Troubleshooting, Desktops & Laptops. 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