April Ruth Quesada

 April Ruth D. Quesada-(- Work Experiences: Technical Helpdesk Analyst Xerox-Atos Philippines October 2014 – Present Duties and Responsibilities: Performs remote and phone troubleshooting that includes VPN/Internet, Computers and printers, software application installation and configuration, Virtual Machine, Email Client, Server and Web-based applications, and password reset. Properly document all issues reported by users and makes sure that all troubleshooting steps performed are also indicated on the ticket. Updates open ticket and make sure to follow up user to ensure resolution to the issue and closes the ticket if issue is resolved. Escalates unresolved issues to the correct department. Technical Support Representative Convergys Philippines April 2008 - September 2013 Duties and Responsibilities: Performs phone troubleshooting that includes internet connection and security software installation and configuration. Runs line test using our tools to identify for any line issues and will make sure to dispatch a technician in case there is a problem with modem or the line. Documents the reported issue and properly document all troubleshooting steps done during the call. Optimizes browser and setup email client like Outlook using POP3 mail configuration. Technical Support Representative CalltekCenter International November, 2006 – April, 2008 Duties and Responsibilities: Performs phone troubleshooting for hotel guests that includes rebooting access point in order for the guest to be able to connect to the wireless connection. Also walks guest thru in setting up the connection inside their hotel room as well as connect to the hotels server. Calls the front desk to send a technician to the guest’s room to help them setup connection in case guest is unable to set it up personally. Properly documents all troubleshooting steps done. Skills: Outstanding analytical, problem-solving, and troubleshooting ability. Excellent communication (oral and written), customer service and interpersonal skills. Ability to multi-task and prioritize effectively. Works well independently, or in a team as required. EDUCATION: Southwestern University Villa Aznar Road, corner Urgello Street, Cebu City, Cebu, 6000 Bachelor of Science in Nursing (undergrad- St. Scholastica’s Academy 58 Rafael Road, Tabunok, Talisay City, Cebu,- Lawaan Elementary School Lawaan I, Talisay City, Cebu,- PERSONAL DATA: Date of Birth: April 7, 1987 Sex: Female Civil Status: Married Nationality: Filipino Languages: English, Tagalog, and Visayan CHARACTER REFERENCES: Honey Reghil Embrado IT Helpdesk Specialist ATOS- Maria Janice Tan Telephone Banker Specialist II JP Morgan Chase- Jiesha Quijano Marketing Associate Realpage Cebu-