Frainrissa Gregorio

Frainrissa Ramirez Gregorio (-- Technical Support Specialist Insightful, results-driven IT professional with notable success directing a broad range of corporate IT initiatives while participating in planning, analysis and implementation of solutions in support of business objectives for 12 years PROFESSIONAL EXPERIENCE Customer Service Executive SSA IT Consulting Sdn Bhd (March 2018 – December 2018) • Resolved customer issue via multiple channels such as chat, email, social media and calls. • Supporting English speaking countries (MY, SG) and Tagalog speaking for PH support. • 2 ways interaction in resolving issues (Customers and Vendor). • Assisted the Team Leader on any administrative duties assigned. Service Desk Engineer GEIM – SINGTEL Malaysia (September 2015 – July 2017) • Responsible for helpdesk related incident support (PCs, Laptops, Printers, Mobile Devices, OS troubleshooting, Office, Exchange and Active Directory • Provide L2 Support for NOC related incident via calls/emails • Additional task handled: i) Escalations tickets ii) Update the KB Portal iii) Daily Handover Task to relevant team to ensure smooth transition at the end of shift iv) Monitor network performance during outages and network optimization and deployment Technical Solutions Specialist L2 Atos Information Technology (June 2013 – July 2015) • Responsible for helpdesk related incident support (PCs, Laptops, Printers, Mobile Devices, OS troubleshooting, Office, Exchange and Active Directory Technical Support Rep2 Convergys Philippines (October 2012 – April 2013) • Responsible network support incident (ITV and VOIP Service related) • Provide new users onboarding support for all equipment and permission related concerns • Additional task handled: i) Ensure KB Portal is up to date by updating it on weekly basis. SKILLS Office, Windows, Exchange and Remote Troubleshooting Root Cause and Trend Analysis VPN, Citrix, Password and Assets Management, UAT Testing, Deployment L1 and L2 phone/email/chat/social media support HIGHLIGHTS 12 years’ experience in contact center Excellent in verbal and communication skills in English and Tagalog Specialize in Trend Analysis for L1 and L2 incidents EDUCATION Bachelor of Science in Information Technology Jose Rizal University, Philippines -) PROFESIONAL CERTIFICATION ITIL Foundation (IT Service Management), May 2017 (Axelos Malaysia) Microsoft (6292A: Installing and Configuring Windows 7 Client), March 2012 (Edupro Philippines) System Administrator HSBC Electronic Data Processing Philippines (November 2010 – April 2012) • Responsible for helpdesk related incident support (PCs, Laptops, Printers, Mobile Devices, OS troubleshooting, Office, Exchange and Active Directory • Responsible to ensure all problem tickets are attended to and prepares appropriate documentation • Asset Management for servers, desktops and software • Additional task handled: i) Provide user support during UAT ii) Provide training for new applications and processes iii) Spearheaded project implementation for various hardware and software deployment SKILLS Office, Windows, Exchange and Remote Troubleshooting Root Cause and Trend Analysis VPN, Citrix, Password and Assets Management, UAT Testing, Deployment L1 and L2 phone/email/chat/social media support HIGHLIGHTS Customer Service Representative 12 years’ experience in contact center SPI CRM Inc (Philippines) (May 2007 - September 2010) • Confirm product availability and pricing • Manage orders into systems pursuant to individual order characteristic requirement • Manage orders by auditing for completion and correctness • Additional task handled: i) Process high level account for the company (Ingram Micro) sales work flow ii) Assists sales team in administrative duties Excellent in verbal and communication skills in English and Tagalog Specialize in Trend Analysis for L1 and L2 incidents EDUCATION Bachelor of Science in Information Technology Jose Rizal University, Philippines -) PROFESIONAL CERTIFICATION ITIL Foundation (IT Service Management), May 2017 (Axelos Malaysia) Microsoft (6292A: Installing and Configuring Windows 7 Client), March 2012 (Edupro Philippines)