Frankjeno Bag Ao Fuentes

FRANKJENO BAG-AO FUENTES IT OPERATIONS ANALYST An experienced IT Operations Analyst with over 5 years of experience in IT Service Desk Management and Customer Service. Skilled in managing incidents, service requests, and technical support via call, email and chat. Highly dependable, ethical, and reliable support specialist and team-player that blends advanced organizational, technical, and business acumen. Works effectively with cross functional/ cultural IT teams ensuring operational and service Functional Skills Team Management Customer Service Critical Thinking Teamwork, Multitasking, and Keen Attention to Detail Data Entry Root-Cause Analysis Basic Creative Designing Technical Skills Advanced Computer Literacy IT Service Desk Management Active Directory Management Remote Desktop Support Microsoft Office 365 Provisioning and Support OS Deployment, Upgrade, and Tuneup Mobile Device Management Hardware/Software Troubleshooting Education Bachelor of Science in Environmental Science Mindanao State University |- Contact --14 GB Apt H.Abellana St Canduman Mandaue City Cebu Philippines 6014 excellence. Experience IT Operations Analyst Accenture Inc | 2016 - 2022 Participates in the day-to-day operational support and service delivery of the IT infrastructure by monitoring and responding to IT Infrastructure incidents through the incident tracking system Promptly allocates incidents as appropriate Logs incidents and service requests and maintains relevant records; Identifies and classifies incident types and service interruptions; Records incidents and categorizing them by symptom and resolution; Acts under guidance to record and track reliability data for client's services. Proactively monitor systems for availability, capacity and performance Ensures the integrity and security of enterprise data on host computers, multiple databases, and during data transfer in accordance to business needs and industry best-practices regarding privacy, security, and regulatory compliance Financial Associate - Citibank NA Convergys Phil | 2013 - 2016 Informed customer of bank polices and procedures, handled concerns regarding transactions, and utilized banking software to complete tasks. Training and Certifications Microsoft Azure Fundamentals - May 2021 Microsoft Teams Administrator - May 2021 Lean-Six Sigma Yellow-belt - October 2017 Character Reference Christopher Valencia Team Lead- Accenture Inc Marianne Losbanos Team Lead | Former- Accenture Inc Antonette Cañete Team Lead | Former Convergys Phil