Abigail Santos

 Abigail H. Santos 959 Rizal Street, Makinabang, Baliwag, Bulacan 3006 Mobile Number: - E-mail Address:- WORK EXPERIENCE: DEXCOM Software Support (TSR Level II) March 2019 – June 2021 Provide basic troubleshooting for patients who are using the CGM device. Responsible in processing the replacement of the device if it is defective. Assist new patients in creating their account and install the software on their mobile phones and computers. Provide password reset assistance and username retrieval to patients/users who cannot access their accounts. CARDINAL HEALTH Rep II, Customer Order Mgmt, CHIP Customer Service CAH@Home June 2017 – February 2019 Verify with the insurance companies if the Breast Pump orders placed by the customers are covered or not. (We process covered items and cancel non-covered items.). Responsible in making sure that the processed Breast Pump orders are covered and that the patients are eligible for the insurance’s coverage and benefits to avoid possible denials. COGNIZANT TECHNOLOGY SOLUTIONS Senior IT Service Desk Analyst (Christies) November 2013 – June 2015 Communicate and work closely with Network and Desktop Managers for a faster resolution of the user’s issues. Provide premium support assistance to VIP users (portable and desktop computers as well as mobile devices specifically IOS and Blackberry). Provide assistance for software and basic hardware related problems like printer connection and printer issues. Provide support for internet connection issue, email and VOIP troubleshooting using desktop, laptop, and mobile devices. Reset password of users who are having issues logging in to the computer. Partially support networking, wireless, and debugging of user’s computer when there is network, server, and system issue or if the user cannot access the Christies’ system, tool, and software. Remotely access user’s computer for real time troubleshooting. Uses Citrix and computer remote assistance software for the remote access to user’s computer. Provide basic configuration support for wireless internet connection. Troubleshoot wireless internet problem using desktop, laptop, and mobile devices. Process account creation and deactivation using Active Directory and Exchange Server. (This is responsible for the user log in credentials). Create ticket for every email and call in Service-Now ticketing tool. Set up local and personal printer to office computer by making sure that the printer is properly configured so it can be connected to Christies’ network. Assist users in accessing emails using outlook through the exchange server. Assist users in creating calendar and meeting invites using outlook. Book meeting invites using Citrix Webex. Responsible in connecting user’s mobile devices to the Exchange Server so it can send and receive emails. Manage ticket queues to keep Service-Now database accurate and up to date. Responsible in tracking the serial numbers of the mobile devices issued to users to update and maintain database integrity. Coordinate with mobile service providers to ensure the correct data plan of the mobile devices. This is helpful to avoid service interruption especially if the user is travelling outside the country. Responsible in sending email updates to users if there are outage and service interruption. Provide and modify shared drive access to users. (Drive and folder access varies for every users from different departments.) Assign and route tickets to other departments if necessary (Desktop team for hardware issues, Network team for network issues, Application team for software and application issues, and Data Center team for server issues). Responsible for follow up with the assigned team to make sure that they follow the process for the resolution and completion of the request. Ensure timely update of process flow when change occurs. Request updates and reports for Preventive Maintenance Service and Emergency Service calls to assigned team if needed. As an email POC, I act as a gatekeeper of the emails that we receive in the service desk mailbox. I create and assign the ticket to analysts. I scrub and generate daily productivity report and forward it to the Service Lead. INFOSYS BPO Senior Process Executive - Order Manager (AT&T) March 2012 – July 2013 Manage dedicated access request for different clients of AT&T. Has full responsibility of the ordering process for AT&T Nodal (T1 requests) from order receipt to account activation until the service starts. Cross-trained for a different AT&T line of business from Nodal to Ethernet. Responsible in managing and tracking active orders from different accounts and dedicatedly send touchpoint letters to keep the customers updated on the status of their orders. IBM DAKSH Quality Analyst (Bellsouth) August 2010 – December 2010 Monitor calls; take note of the strong and weak points of the agent for coaching purposes. Provide coaching to agents to make sure that they follow the process to each call. Evaluate agent’s overall progress especially their compliance to process and provide coaching when they do not meet the goal. Responsible in collating the CSAT return for the account and collate all of the feedback and responses of the customers. Submit weekly coaching and monthly report of the coaching log and CSAT return of the agents assigned to me. Responsible in providing continuous update to team leaders regarding troubleshooting and other internal communication from clients so leads can cascade the information to their respective team members. Technical Support Representative (Bellsouth) May 2010 – August 2010 Process activation and deactivation of customer’s account. Process payment for customers and other billing related issues. Upgrade and/or downgrade customer’s subscription on their satellite TV. Provide basic troubleshooting for customer’s cable box and satellite dish. Dispatches technician if necessary or if issue is unresolved in our end. Financial Support Representative (Citibank) December 2009 – May 2010 Assist customers who are applying for a credit card. Input correct information in the system database for newly activated account. Promoting Bank transfer service and up selling of identity theft protector to help users avoid fraudulent activities on their card. STREAM GLOBAL SERVICES Customer Service Representative (XM Satellite Radio) June 2009 – November 2009 Process account activation and account deactivation for VIP subscribers. Process billing issues and disputes via email. Up selling of premium radio channels. Provide prompt responses and resolution to users who have issues with their radio channel subscription through email and XM Satellite Radio portal via live chat support. TELETECH Technical Support Representative (Verizon) April 2006 – June 2007 Provide support for internet connection issue, email and VOIP troubleshooting. Process billing issues and disputes. Up selling of security software. Up selling a higher rate of plan for a faster internet service. EDUCATIONAL BACKGROUND: Tertiary:Our Lady of Fatima University Bachelor of Science in Nursing 2007 - 2009 St. Mary’s College of Baliuag Bachelor of Science in Nursing (1st - 2nd year) 2003 - 2005 Secondary:St. Mary’s College of Baliuag 1999 - 2003 PERSONAL DETAILS: Nickname: Abie Gender:Female Date of Birth:October 27, 1986 Civil Status:Single Citizenship:Filipino TRAININGS and CERTIFICATES: ITIL and Six Sigma Certified (Yellow belt)