Angelica Lim San Juan

SAN JUAN, ANGELICA L. Email Address: -Address: 159 M.H del Pilar St. Santulan Malabon City Mobile No: - OBJECTIVE: To seek an employment in an organization where I can grow professionally and further enhance my skills, knowledge and experience to face and overcome the challenges of today’s changing work environment. WORK EXPERIENCE: Company Name: EMAPTA Position: IT Service Desk Date: August 2019 – Present EMAPTA - is an Australian-owned and managed offshore staffing solutions company committed to delivering high quality business solutions and fully managed staffing services. Iocane is the client we support and one of South Australia’s largest independent ICT solutions providers. They offer integrated services and expertise to meet the ever-changing technology needs of business. Assist users with their log in issues via Active Directory Monitor each client antivirus and server update activities Respond to calls, email request and raise a task if needed thru IMS Send monthly activity report to each client Company Name: Tristar Marketing LLC Position: Virtual Assistant (Home Based) Date: December 2017 – December 2018 Tristar Marketing LLC. – is a small drop shipping company that sells items in Amazon based in United States. Find profitable items from different suppliers. Process daily orders Track and update shipments. Company Name: Wipro Position: IT Global Service Desk Date: March 2016 – March 2018 Wipro Limited (Western India Products Limited is an Indian multinational Digital Strategy, IT Consulting and System Integration services corporation headquartered in Bangalore, India. Wipro delivers IT Services, Business and Technology Consulting, IT Outsourcing and System Integration. • Assist with onboarding of new users. • Install, test and configure new workstations, peripheral equipment and software • Assign users and computers to proper groups in Active Directory • Monitor and respond quickly and effectively to requests received through the IT helpdesk • Assist Abbot users in Virtual Desktop via Citrix. • Assist Abbot users in connecting to AVPN • Assist Abbot users in configuring O365 E-mail and MS Lync. Role: Global Event Management Coordinator – Incident Manager The Global Event Coordinator is responsible to make decisions as to how P1/P2 escalations are handled during the standard Business hours. Global Event Coordinator normally carries out the defined task personally or with the support of a team; It is the event coordinators responsibility to make sure that the tasks are performed. Make decisions with respect to escalations Decide appropriate priority level (possibly downgrade or upgrade) Manage and coordinate ticket status Evaluate situations correctly and determine level of escalation Company Name: TPG Orchid Cybertech Services Inc. Position: Home Phone Service Delivery Engineer Date: October 2015 – January 2016 • Ensures that service is installed accordingly • Ensures that service is working after installation has been completed • Provides resolution for service that never worked after installation • Monitors technical ticket for a service that never worked after installation Company Name: TPG Orchid Cybertech Services Inc. Position: Technical Support Representative Date: April 2013 – September 2015 TPG Telecom is an innovative market leader in the Australian telecommunications industry. With sustained growth the company has become a dynamic and integrated force providing innovative voice, internet and data solutions to residential users, small and medium enterprises (SMEs), government and large corporate enterprises through one of the largest networks in Australia. Responsibilities: Provide troubleshooting and technical support via telephone and email in a fast and professional manner. Diagnose, resolve technical issues and improve service performance by identifying problems; researching solutions; guiding customers through corrective steps. Log calls into ticketing system, escalated unresolved issues to appropriate departments; follow up to ensure timely resolution and customer satisfaction. Contribute to team effort by accomplishing related results as needed. Company Name: Convergys Position: Technical Support Representative / Helpdesk Date: December 2008 - April 2013 Convergys Philippines Corporation is a world-class customer management firm made up of 125,000 employees working in more than 150 service centers and 31 countries. Convergys is known for providing exceptional service and offer greater expertise and services for our clients and many more career opportunities for talented employees. Responsibilities: Provide best-in-class customer service, problem resolution and technical troubleshooting to customer queries over the voice based phone service. Troubleshoot customer issues related to DSL, modem, router, hardware and software issues. Clarify customer requirements; probe for and confirm understanding of requirements or problem. Greet customers in a courteous, friendly, and professional manner using agreed upon procedures. Listen attentively to customer needs and concerns; demonstrate empathy. Confirm customer understanding of the solution and provide additional customer education as needed. Prepare complete and accurate work and update customer file. Company Name: Native English Online Academy Position: English Korean Tutor Date: June 2007 - December 2008 Native English Online Academy offers a unique teaching methodology and uses its own technology. It is the most effective, fun and enjoyable method for learning English online. Responsibilities: Keeping the students engaged with fun and exciting lessons Introducing the curriculum outlined in weekly or monthly syllabus Assessing students English abilities and completing the monthly or bi-monthly report cards Providing the manager with student development reports Attend weekly or bi-weekly staff meetings Substituting for co-workers when they are ill and cannot work Company Name: Joshua Learning Center Position: English Korean Tutor Date: September 2008 - December 2008 Same as Native English Online Academy, it has its own innovative way on how to teach Korean Students – English as their second language. Responsibilities: Man to man teaching Assessing students English abilities and completing the monthly or bi-monthly report card. SKILLS: Proficient in Microsoft Office Applications Active Directory and Microsoft o365 Strong Leadership skills and training Possess excellent Interpersonal and Communication skills Efficient Detail Oriented Customer Service Ability to Work in a Team Structure Proven ability to identify, analyzes, and solves problems Flexible, Professional, Hard-working and Discipline Highly reliable self starter; can be counted on to complete assignments Proven ability to gain customer’s confidence and trust Team Player PERSONAL DATA: Date of Birth: January 24, 1988 Citizenship: Filipino Status: Married EDUCATIONAL BACKGROUND: College: Bachelor of Science in Information and Technology City of Malabon University March 2009