Jessica Claire Imperial

Jessica claire L. imperial Unit 1214 Hillcrest Tower the Rochester Elisco Rd. San Joaquin, Pasig City -· - To establish a career with a company or institution that offers a consistently positive atmosphere, learn new technologies and implement them for the betterment of the business. Experience Present aSSOCIATE sECURITY ENGINEER, accenture inc. Monitoring security access through managing SharePoint. Provides access by checking security protocols are being followed to what is needed by the resources. Addresses SharePoint requests like permission access, creation of SharePoint lists, customizing and adding inputs in existing SharePoint list, etc. Performing internal security audits. Review and analyze client contracts. Align contract and security services with company standards and client requirements. Deliver result of findings and collaborate to Project managers before Delivery team accepts the projects. Monitors improvement opportunities and provide recommended actions. Provides initiative for process improvements. Use data from observations to create quality improvement action plans and drive projects working with the team. Carry out support and follow-up on the observations of audits issued. Facilitate roll outs for new tools to ensure common and shared understanding of the security requirements. Prepare and create different kinds of presentation materials. 07/2020 – 05/2023 quality and assurance analyst, accenture inc. Ensuring compliance with all quality standards and guidelines. Review and analyze customer complaints to understand causes of poor customer experience. Monitors and evaluate cases to make sure that quality of support was given to the customer. Monitors improvement opportunities and provide recommended actions. Provides initiative for process improvements. Use data from call observations to create quality improvement action plans and drive projects working with the team. 02/2019 – 06/2020 SUPPORT ENGINEER office 365 concierge program, accenture inc. Accountable for providing technical assistance and support to customers who are using Microsoft 365 suite of products and services. Ensuring customer satisfaction by resolving technical issues and providing guidance on the effective use of Microsoft 365 applications. The key responsibilities are the following: 1. Troubleshooting: Identifying and resolving technical issues reported by customers related to Microsoft 365 applications such as Microsoft Word, Excel, PowerPoint, Outlook, Teams, SharePoint, and OneDrive. 2. Customer Support: Interacting with customers via various channels (phone, email, chat) to understand their technical problems, provide step-by-step guidance, and resolve their issues in a timely manner. 3. Issue Resolution: Investigating and diagnosing software and hardware problems, analyzing log files, and utilizing diagnostic tools to identify the root cause of issues and provide appropriate solutions. 4. Documentation: Creating and maintaining technical documentation, knowledge base articles, and troubleshooting guides to assist customers and internal teams in resolving common issues. 5. Escalation Management: Collaborating with other teams, such as development or engineering teams, to escalate complex issues and ensure timely resolution for customers. 6. Product Enhancement: Providing feedback and suggestions to the product development teams based on customer feedback and recurring issues to improve the overall quality and user experience of Microsoft 365 products. Also addressing any issues or concerns related to billing for education and non-profit organizations. Interpreting customer invoices to ensure accuracy and resolve any discrepancies. Process refunds when necessary. 08/2018 – 01/2019 SUPPORT ENGINEER FOR M365 FOR BUSINESS – BILLING/COMMERCE SUPPORT, Concentrix Philippines Handling billing inquiries and providing assistance to Microsoft 365 Business subscribers. Managing escalations and addressing any issues or concerns related to billing. Managing and analyzing customer invoices, licenses, and subscriptions to ensure accuracy and resolve any discrepancies. 10/2013 – 07/2018 technical support representative, Tier 2, floor support, convergys Phils. Troubleshoot Office 365 Desktop applications including Office 365 subscription and perpetual products for home users. Skilled troubleshooting and isolating issues related to standalone products such as Outlook, Word, PowerPoint, Excel, and OneNote. Familiar with troubleshooting Windows OS and Microsoft Application on Mac OS. 10/2012 – 02/2013 Cashier, Supervalue Inc. (Sm supermarket) Receive payment by cash and cards. Handles all customer relation issues in a gracious manner and in accordance to company policies. Education may 2012 bachelor of arts in theater arts polytechnic university of the philippines – sta. mesa manila Skills Computer literate (use of Internet, Microsoft Office for Windows, and Mac OS). Can communicate in English and Filipino. Customer oriented Effective listening skills Readiness for increasing responsibility. Willing to be trained. Easily adapts to fast-changing work environment. Problem solving Knowledgeable in Microsoft products (Excel formulas (Pivot, charts, etc.), OneDrive, Word, PowerPoint, Outlook, Exchange Online, etc.) Can create basic Power BI dashboard. Knowledgeable in SharePoint access management. Reliable in creating PowerPoint Presentations and video creation