Catherine Martirez

CATHERINE MARTIREZ ITIL v3 Certified PERSONAL PROFILE I'm an experienced IT Admin, TSR and CSR with verifiable track records of resolving customer complex issues quickly and winning customer loyalty. I am motivated, a well-disciplined individual with good analytical, communication, technical and customer service skills. CONTACT ME AT B30 L53 Ilang Ilang St., Evergreen Hts Subd Brgy Gayagaya CSJDM Bulacan 3023 (- -live:cmartirez1129 https://www.linkedin.com/in/k ath-martirez698249ab CUSTOMER TECHNICAL SUPPORT BOOTH & PARTNERS DEC 2021 - FEB 2023 Provide customer support by phone, email and chat resolving technical issues in a timely manner using customer service skills. Support new and existing students and tutors to successfully start and complete tutoring sessions. Use decision trees for diagnosing, resolving, and documenting common hardware and software issues. Ensure notes and follow-ups related to customer and tutor enquiries are managed per process and recorded in Salesforce in a timely, accurate,and professional manner. Actively suggest improvement to streamline and automate workflows. Educate tutors and customers on the benefits of self-service interactions. Contribute to the maintenance of session support knowledge base articles, FAQs, chat canned responses. https://www.upwork.com/o/profiles/users /_-01828c56b599a35ccf Tools: Salesforce, MS Teams www.facebook.com/cbm29 IT SERVICE DESK PEOPLEPLUS TECH - TEMP WFH (3 months contract) APRIL 2021 - JULY 2021 SKILLS SUMMARY Customer Service Technical Support IT Service Desk VA Skills CERTIFICATION ITIL v3 Certified Act as a single point of contact for phone calls ,emails ,chats and Self-service tickets from Energy Australia's internal employees regarding hardware and software issues Escalate unresolved calls to the infrastructure support teams Log all calls in the Service Desk ticketing tools such as ServiceNow, Identifying the issue and categorizing / prioritizing the incident and service requests Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner To maintain a high degree of customer service for all support queries and adhere to all service management principles Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint) Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc. Being compliant to all process and procedures Understand the SLA/SLOs of the accounts and work accordingly to deliver service to customers. Tools: Service Now, Active Directory, MS Teams, Quick Assist GLOBAL IT SERVICE DESK S&P GLOBAL MARKET INTELLIGENCE JAN 2017 - DEC 2017 DISC PROFILE act as an ONSITE and REMOTE IT support for S&P employees and perform ITrelated issues via phone, email, chat regarding network issues, hardware/software, internal applications, emails, AD account creation, shared drive. manage ticket queues through ITSM tools and ensure to meet SLA in a timely manner manage Service Desk mailbox inventory of IT equipment's, onboarding and offboarding employees Tools and Application used: Service Now, Front Range, SDM12, O365, MS Office, Google Suite, Teamviewer, LogMein, MS RDP, Bomgar, Skype Screen sharing, INTEREST Internet Music Travel DIY ASSOCIATE TECHNICAL SUPPORT SPECIALIST IBM SOLUTIONS DELIVERY INC. IT SERVICE DESK ANALYST AUG 2013 - APRIL 2016 Role: Project Based IT Service Desk Analyst act as a point of contact between Help Desk and IT Support teams manage Service Desk ticketing queues via Service Now ticketing tools process Active Directory account creation, distribution lists, user's relocation's request manage Service Desk mailbox process major incident (outage, SSM, Escalations), maintenance filter, windows patching, Service Now server reboot Tools and Application used: Service Now, MS Office, Cacti Network Monitoring Tool , Active Directory, Citrix, VPN SPEEDTEST RESULT TECHNICAL SUPPORT REPRESENTATIVE TELETECH MAY 2011 to JULY 2012 - BARNES & NOBLE provide technical support for eBook devices to US clients, help them with configuration, purchasing and downloading digital books, troubleshoot digital contents, device replacement provide customer service support for products and services, FAQ's. COMPUTER SPECS TSR/CSR CONVERGYS JAN - DEC 2010 act as a technical support for BELLSOUTH internet service such as modem & router configuration, anti- virus installation, modem router replacement , schedule tech visit, provide customer service assistance regarding products and services and billing concerns ONLINE TRAININGS JULY 02 - 03, 2021 LEAD GENERATION LINKEDIN OPTIMIZATION BOOKKEEPING (MYOB & XERO) TECHNICAL SUPPORT REPRESENTATIVE TELETECH MARCH 2008 - DEC 2009 - VERIZON & AAPT act as a technical support for Verizon DSL / AAPT internet service such as modem & router configuration, anti- virus installation, modem router replacement , schedule tech visit, provide customer service assistance regarding products and services and billing concerns ADMINISTRATIVE CLERK CENTER INDUSTRIAL SUPPLY CORPORATION OCT 1999 - 2002 provide clerical and administrative support to accounting department act as a liaison officer for banking and collection and government transactions maintain and update of all accounting books EDUCATIONAL HISTORY ARELLANO UNIVERSITY BSC - MANAGEMENT | JUNE 1997 - MAY 2001