James Michael Penaranda

Virtual Administrative Assistant | Enterprise Support | Project Management James Michael G. Penaranda E:-M: - | - Skype ID: Clawspurrs2176 Core Competencies: ᐒExperienced providing Virtual IT Administrative support with diverse experience in Manage Service Providers, Consumer and Enterprise Support Clients. ᐒPossess good Call, Email, and Chat Handling Skills with focus in providing excellent documentation, data entry and internet research skills. ᐒResilient and resourceful problem solver with the goal of achieving customer satisfaction in every resolution ᐒGood collaborator and Strong coordination skills with other cross functional support teams in the aspect of project management to be able to meet the agreed timelines. ᐒAlways willing to help in identifying ways to simplify the process and always to suggest improvements ᐒDisciplined in all aspects of Virtual Administrative Assistance tasks and is highly trainable and one that is quick to admit mistakes. Highly trainable. Professional Experience Accenture Philippines [October 5, 2015 – Present] - Associate Project Manager - Serves as conduit between Accenture Global Delivery and Projects. - Prepare cost estimates for the project and secure approvals from the leadership team and from the project’s side - Handling a variety of transition projects from pipeline and translate it to infrastructure requirements for the project - Coordinating transition related activities such as project movement (from one facility to another) connectivity migration and other in-scope project related activities assigned. - Provides UAT testing and secure prior to target go live of the project IBM Solutions Delivery Philippines [October 27, 2014 –June 12, 2015] - Software Support Engineer - Provides support to clients’ business and technical issues using Lotus notes products specifically notes client in the US. Handles deep troubleshooting of the product, software incidents particularly crash, hang or log analysis and create any software problem report or enhancement request for the development team. Connected Intelligence Pty Ltd. [August 15, 2013 – June 13, 2014] - Service Level Coordinator - SLA Management and Monitoring. In charge optimize load for each IT Support Engineers according to of no. of tickets handling, varying skillsets. Ensure that engineers complied with varying SLAs for each incident and conduct end of day investigation for tickets that have breached respective SLAs Nityo Infotech Services Sdn. Bhd. [March 2012 – March 2013] - Service Desk Analyst - Manages active directory task including account creation & modifications, mailbox and network share maintenance. - Troubleshoots system issues and software faults for employees thru calls, email and instant messaging Hewlett Packard Enterprise (HPE) [January 2008 - February 2012] January 2008 - October 2010 - As IT Service Desk [Email Handling & Chat Support ] - Used in-house chat tool called “Instant Chat Support Enterprise”. This tool is configured to receive 4 chats at a time. This is essential particularly during peak high call volume hours. October 2010 - October 2012 -Level 2 Enterprise Escalation Support] - Primary L2 resource (Subject Matter Expert) in handling escalated issues related to Windows client/server OS Technical Competencies: (Intermediate Level) Office Productivity Suite: MS Excel, Word, PowerPoint; Google Office Apps - Docs, Sheets, Slides Cloud Storage Tools: Google Drive, OneDrive Email Suite: MS Outlook, Office 365, Gmail. Messaging and Collaboration Tools: Skype for Business, Lync, Google Hangouts, Citrix GotoMeeting, Cisco WebEx Remote Tools: GotoMe, Bomgar, Remote Desktop, TeamViewer, Ticketing Tools: HP Service Manager, Remedy, Connectwise. Document Converter Tools: PDF, Online-Convert (http://www.online-convert.com/) Education: Philippine Christian University, Taft Avenue, Manila, PHILIPPINES Bachelor of Science in Business Administration: Major in Management Certifications: - ITIL V3 Foundations Certified Candidate Number:- - Microsoft Certified Technology Specialist (MCTS) TS: | Certification Number: D- Online Badges Earned for Virtual Assistance Email Management | OfficeApplications | Schedule Management