Ancarmel Rupisan

Ancarmel P. Rupisan Block 18 Lot 26 Elysian Subdivision Anabu 2C, Imus City, Cavite Philippines -- Objective: To secure a challenging position that utilizes my years of experience, while allowing me the opportunity to grow professionally. Career Highlights/Skills: Nine years working as Technical Support Representative/IT Helpdesk Five years working as Quality Assurance Analyst Proficient in Internet Troubleshooting, Printer and Home Network Setup Knowledge about Active Directory, Microsoft Exchange, Virtual Machines Proficient in MS Office such as Word, Power Point and Excel Knowledge about SEO, Wordpress and Blogging Experienced Data Entry worker. Customer Service Oriented Detail Oriented and highly motivated person Work Experiences Quality Assurance Analyst Sept 2013- Present Xerox Business Services/Atos Philippines Two Ecom Building, SM MOA Complex, Pasay City Philippines Conducts quality audit for Phone and Chat using the QA guidelines and Client specific processes. Conducts QA Talk to the new hires. Analyzes weekly report and identify Areas for Improvement. Facilitates weekly meeting/reporting with the management. Creates QA Weekly stats and Agent’s QA scores. Monitors Coaching Logs done by the Supervisors. Conducts training session with the Supervisor for calibration. IT Helpdesk Analyst (Health Care Account) ACS, a Xerox Company, Pasay City, Philippines March 2012- Sept 2013 Answers call from our customers for Account specific issue. Collaborate with other support group for fast issue resolution. Creates ticket and Hand off issues to the local technician when necessary. Monitor and follow-up open tickets. Check ticket quality to make sure ticket has complete details. Performs task assigned by the supervisor. Technical Support Representative (Accounting Software) IBM Global Process Services, Mandaluyong City, Philippines Aug 2010- June 2011 Answers call from our customers for their software issues such as Installation errors. Diagnose and provide recommendation to upgrade. Troubleshoot software and computer related issues. Comply with the processes and guidelines. Technical Support Representative ( Cable ISP Company) 24/7 Customer Philippines, Inc., Makati City, Philippines May 2008- February 2010 Answers call from our customers for their Internet related issues. Troubleshoot Internet, Networking and browsing related issues. Logged all calls using our ticketing system. Hand-off to the correct department. Technical Support Representative (DSL, ISP Company ) Teletech Customer Care Management Phils., Pasay City, Philippines June 2004- April 2008 Troubleshoot basic Internet Connectivity issues. Install software, printer and set-up home networking. Hand off to second level for issues cannot be resolved by level 1. Assigned in Chronic Line of Business to answer chronic callers and provide appropriate resolution. Education:University of the Immaculate Conception, Davao City Bachelor of Science in Computer Engineering- Personal: Born on April 02, 1982, lives in Imus City, Cavite. Married with 2 children. Stands 5 feet and 1 inch tall and weighs 46 Kgs. Enjoys cooking, taking care of kids, organizing small events. I am optimistic, pro-active and goal-oriented. Recognition / Seminar PATS U Awardee Xerox, ACS of the Philippines 2013 Customer Experience Training Atos Philippines Aug 2015 Creating Values for our Clients Atos Philippines Nov 2016 Security and Awareness Atos Philippines March 2018 Six Sigma Foundations Nov 2018 ITIL v3 knowledge Reference: Available upon request