Jose Hernanie A. Andres IV

JOSE HERNANIE A. ANDRES IV E-mail:-CP: (- / (- PROFESSIONAL EXPERIENCE: August 2016 – Present WIPRO LTD. / Edsa cor. Quezon Avenue, QC (IT Service Desk – Novartis)       Assisting Novartis employees in resetting their password. Creating ticket for the employee’s issue. Creating work order or request if needed by the employees. Creating priority tickets for possible outages if needed. Do follow up’s by email or calling the employee if the issue is on pending. Closing the ticket after it was resolved. April 2015 – December 2015 COVERGYS PHILS. / Edsa cor. Quezon Avenue, QC (Technical Support – Telstra /Wire line)     Assist the customer’s to their fixed phone issue. Troubleshoot the fixed phone by unplugging and re-plugging to isolate the issue. Check internet connection connected to the fixed phone. Send technician in the premises to check the phone issue if needed. July 2010 – March 2015 VXI PHILS. / Waltermart Muñoz Edsa, QC (AT&T Uverse – Technical Support)       Assist the customer with phone, TV and internet issue. Assist the customer with their bill issue and escalate to specialist for disputes. Offer additional package on their TV programming. Sending replacement for TV receiver or modem as per customer’s request. Dispatch a technician to customer’s premise if needed. Assist customers with email issue. VXI PHILS. / Edsa cor. Muñoz, QC (DirecTV – Sales Support Retention) Saving customer’s order for possible cancellation. Pitch for additional packages or programming. Provides features and benefits of the packages for sure sale. Modifying work order if needed. Give out the recap of the work order to make sure they have the right equipment and packages.  Update customer’s information as per customer’s request.      March 2009 – June 2010 NCO COMMUNICATIONS / Mother Ignacia, QC (Sales Representative - Verizon & Sprint Account)        Pitch for possible sale. Highlighting the benefits and features of the mobile devices to the customer. Providing information of the mobile devices. Offer up selling to the customers by Modifying customer’s order and upgrade equipment. Assist the customer’s concern right away onset of the call. Report to my team manager for group status. December 2001 – February 2009 PMI COLLEGES INC. / Roosevelt Avenue, QC (Technical Engineer / Support)  Reports directly to the IT operations manager.  Provides first level support to all end-users for issues ranging from LAN connection, viruses/malware infection, application (MS Office) issues, and other hardware related problems.  Performs troubleshooting, repairs and maintenance of all company owned desktops, laptops and printers.  Handles detailed inventory of all computer equipments, licenses, and port location assignment including telephone lines.  Make sure all MS security / critical updates are installed on all workstations.  Ensure that change management procedures are followed for all changes related to workstation hardware and software configuration.  Assist in the creation and management of file shares and user account in the active directory.  Check all log-ins and manage all helpdesk request tickets.  Liaise with vendors if there are issues with their equipment, servers, network devices etc. Febuary 1998 – December 1999 MACROSCOPE COMPUTER SYSTEM / Ayala Town Center, MLA (Sales Clerk & Technical Support Engineer)  Designing and conceptualizing company brochures, sales handouts and other printed advertisements.  Offer sale of computer parts, software and accessories for desktops and laptops.  Creating sales presentations used by the sales staff during marketing campaigns.  Updating asset management records which includes server/desktop hardware inventory, network equipment list and other related documentation and or technical specifications.  Performs troubleshooting, repairs and maintenance of all company owned desktops, laptops and printers.  Check all MS security / critical updates are installed on all workstations. September 1995 – December 1996 JOLLIBEE JOLLY MASCOT / Sulu Street, Sta. Cruz MLA (Attendant & Talent)  Reports directly to the branch manager of any Jollibee stores.  Making sure of customer satisfaction is achieved through proper program execution.  Entertaining children during birthdays and assisting for setting up sounds and lights for other occasions. TECHNICAL SKILLS: Proficient with the following applications:  Microsoft Windows 10, Windows 8, Windows 7, Windows XP, Windows Vista, Windows 2000, Windows 98 / ME / NT.  Microsoft Office 2010, Office 2007, Office 2003, Office 2000, Office XP TRAININGS AND SEMINARS:  April 11 – 13 2012 PENTAGON MARITIME FOUNDATION (Certification of Mess man Course)  November to December 2008 QUEZON CITY HALL (Certification of Call Center Competency)  August 2008 TESDA, QUEZON CITY (Certification of PC Operations)  September 2008 TESDA, QUEZON CITY (Certification of Computer Hardware Servicing)  June 2007 PICC Plenary Hall (Microsoft Security Guidance for Windows Server 2003) EDUCATIONAL BACKGROUND: 1999 – 2000 System Technological School, Manila (Computer Technician) 1990 – 1994 Central Institute of Technology, Manila (High School) 1984 – 1990 St. Jude College, Quezon City (Elementary) REFERRENCE: Gerard Garcia VXI Group Manager, DirecTV Sales Support (- Timothy Maslog Operations Manager, Eco-Friendly Market (- Alex Cabatingan Team Manager, NCO Communication (- Michael Rodriguez IT Operations Manager, Zuellig Pharma (-