Herie

HERIE MARIE ESTAÑO PROFESSIONAL SUMMARY Accomplished Business IT Support with many years experience in the IT service industry. Consistently delivered strong exceptional results through the success in providing customer service satisfaction, service level targets, technical support, quality monitoring and team management. QUALIFICATIONS Strong customer service and technical learning skills Constantly delivered high level customer service to clients Seasoned in a multi-tasking, fast-paced and culturally diverse environment Highly motivated with strong sense of ownership and team player Resourceful, analytical and can work well under pressure with less supervision Skills Technical Skills Troubleshoot internet connectivity, VoIP, mobile device, cable TV via the phone, chat, email, remote using: VMWare, DameWare Updated website content using SharePoint and Adobe Dreamweaver Accessed network devices like: switches, routers, servers ­– to reboot and to check on users Assembled CPUs and installed operating systems like Windows, Linux Susi, Mac OS Reformatted corrupt hard drives Familiar with TCP/IP, DHCP, DNS, WAN/LAN networking Customer Support Skills Timely responded to calls, chat and email from customers and handled escalated distressed calls from them Provided customers with the correct knowledge which exceeded their expectations Going the extra mile such as taking action by thinking outside the box Efficiently coordinated critical issues involving VIP guests, general managers to immediate supervisors Leadership Skills Demonstrated techniques in the account workflow by achieving standard quality targets Coached team members and conducted account training classes for new hires Mentored potential team members for next level positions Profiled the capabilities of each team member and set specific, measurable, attainable, realistic, time-bound objectives through regular quality monitoring of their calls, chat and email Participated in panel decision-making for troubled call center agents Organizational Skills Established collaboration with leaders using Lync Meetings, Skype for Business, Slack, MS Teams Organized internal messaging for feedback sessions, and townhall planning via MS Outlook Managed the final publication of the newspaper and the bulletin boards in HP Produced reports using MS Excel and other company proprietary applications Work History Business Process Associate, ACCENTURE INC., Philippines March 2017 – March 2018 IT Service Desk Analyst, CHUBB ASIA PACIFIC, Singapore July 2015 – July 2016 IT Service Desk analyst, HEWLETT PACKARD ENTERPRISES, Singapore July 2011 – May 2015 Technical Support, CALLTEK CENTER NTERNATIONAL INC., Philippines March 2006 – May 2011 Account Sales Executive, DATAWORLD, Philippines February 2003 – December 2004 Education diploma in computer science, informatics mindanao, philippines 2020 BACHELOR of arts in economics, xavier university ateneo de cagayan, ph 2003 RECOGNITIONS Awarded by Accenture for the idea to standardize MS Outlook email subjects Received top performer award from HP Chosen to act as Internal Communications Personnel by HP CERTIFICATE OF TRAININGS ITIL v3 Foundation Certificate in IT Service Management, AXELOS GLOBAL BEST PRACTICE December 2014 CCNA – Networking Fundamentals & Routing Concepts, CEBU INTL EDUCATIOn PH June – November 2009 & July – November 2010 Network Administration, TechnICAL Education & SKILLS development AUThority, PH July 2008 PERSONAL DATA Date of birth: April 14, 1981 Status: Single Nationality: Filipino Faith: Christian