Anna Sandra Marave

Anna Sandra Esteban 39 Jalaur Street NIA Village Tandang Sora, Quezon City 1116 -- OBJECTIVE To apply for a position where I can use my knowledge on information technology and experience in the business process outsourcing industry, which would be beneficial for the improvement of the organization. EDUCATIONAL BACKGROUND June 2000 – March 2004 University of the Philippines Los Baños College, Los Baños, Laguna Bachelor of Science in Computer Science June 1996 – March 2000St. Mary’s College, Quezon City Panay Avenue, Diliman, Quezon City With Honors June 1990 – March 1996St. Mary’s College, Quezon City Panay Avenue, Diliman, Quezon City WORK EXPERIENCE Senior Associate, WNS Philippines – Libis, Quezon City July 2014 – Present •I am part of the back office team for Energy Australia where we process accounts that are due for payment. We have different kinds of workloads and I have handled almost 75% of the tasks in our account. Associate Helpdesk Analyst, SMEC – Ortigas Center, Pasig City July 2011 – Present •We serve as the first point of contact via email or phone for all IT queries from all SMEC Office (Australia, PNG, Malaysia, Indonesia, Qatar, Philippines, etc.) •We are also the one that direct queries to the appropriate second level techs or individuals that will be able to assist user as per our SOP •We also do a remote session using the OCS with users if local IT are not available for assistance or if queries requires it to be resolved •We give primary solutions to queries regarding Epicor Enterprise. Examples are user access in the system, Resource Set up, Project Planning, Invoicing, etc. •Create accounts in all the system using the Active Directory •Creating email accounts for new employees in the system using Exchange server •Creating MS Office Communicator access for all the users in the company •Answers basic queries in the company’s Portal which is designed using MS Sharepoint 2007 (this include access external and internal, creation of project workspace, etc.) •Answers questions on the use and troubleshooting of MS Outlook and also other Microsoft programs •Answers basic hardware and software queries. •Monitoring tickets using the WebJet ticketing system •Run and create basic SQL query to get information in relation to Epicor Enterprise (information’s that cannot be seen in the front end of the system) •Import and Export information using the Peachtree program for the accounting department of different office (Hong Kong, Mongolia, Philippines and New Zealand) •We also create user guides for users (all employees) and also issue summary for procedures among Help Desk Associates •We also do testing of systems, whether it is an upgrade in the system or a new system in itself before it is deployed for all the employees of the company Customer Interaction Associate, Telus – Ortigas Center, Pasig City June 2010 – July 2011 - I handled a social gaming account where we answer and solve customer’s issues and inquiries through chat and email support. I handled three gaming accounts during my stay in the company. Customer Service Representative, IBM Daksh – Edsa Central, Mandaluyong City Feb 2007 – June 2009 - I took calls for a home improvement client. I processed orders for the company and also resolved issues regarding missing parts and lost shipments. On special cases, there is a need to contact a special department and we process the request by communicating through email and also contacting some stores. When the account closed, I was transferred to a new client where I took in calls for a technical account. Customer Care Specialist, Sitel – Pioneer, Boni Ave, Mandaluyong City June 2006 – Feb 2007 - I took calls for credit card holders. I handled almost all kinds of concern like checking for the account balance, processing payments, providing information for promotions, deciding if a customer can be given an exception for late fees and finance charges, card activation, creating cases for lost cards, and processing other concerns that does not need to be escalated to a supervisor or a special department. Solutions Engineer, Fluxion, Inc. – UP Ayala Technopark CP Garcia cor Katipunan, QC July 2004 - I assisted the team in creating a website that will be used on mobile phones for Globe users. We also created simple query statements that will be used in sending out requests for the said site for both the users and the administrators. System Designer and Webpage Developer, BayanTrade DotCom – Libis, Quezon City Summer 2003 - I assisted in creating a website that will be used as a bidding system for the clients of the company. We used php and mysql in creating the site. We used information stored in the company’s database for site testing and implementation. We presented the final product to the managers of the company and got positive feedback. The company later on adopted this after little polishing from their IT department. PERSONAL BACKGROUND BIRTH DATE: April 13, 1983 CIVIL STATUS: Married GENDER: Female CITIZENSHIP: Filipino FATHER’S NAME: Samuel R. Esteban MOTHER’S NAME: Aurora V. Esteban LANGUAGES AND DIALECTS: English, Tagalog REFERENCES Christine Roque Programmer(former team mate), Institute of Computer Science- Narissa DelaRosa Account Manager, IBM Daksh- Shiela Gesmundo Helpdesk Analyst, SMEC-