Julie Ann Molina

JULIE ANN G. MOLINA Chemin des Anémones 4, 1607 Palézieux--https://www.linkedin.com/in/julieannmolina/ PROFILE ITIL foundation certified with 10 years of experience in IT customer support. Skilled in Microsoft Exchange, Lotus Domino, Active Directory, Windows and Mac OS Proficient in using Microsoft Office particularly Word and excel as we use it at work to create documentation Knowledgeable in creating a website by using wordpress, css, html, php, sql, python and photoshop EDUCATION Asia Pacific College BS Commerce Major in Management Information System May 2003 – October 2007 WORK EXPERIENCE Linkbynet Vietnam Service Delivery Manager August 2018 – Present Responsible in maintaining internal and external customer satisfaction through solution-oriented mindset Manage the delivery services and performing governance duties Analyzing monthly incident and service request report Conducting steering committee for a client Creating improvement plan to reach and maintain the monthly customer satisfaction score Litera Corp Product solution engineer. May 2016- May 218 Responsible in providing post sales product solution support for client on a daily basis by answering their calls, addressing their emails and troubleshooting the issues they encountered. Responsible in assisting the customer in installing, updating and upgrading the server. Creating documentation everytime our company releases new build. Updating the knowledge base database everytime we encountered new issue for future reference. Attending daily scrum to update the team about the daily tasks. Hewlett Packard Enterprise Messaging and Collaboration Engineer (Microsoft Exchange) October 2010- May 2016 Responsible in providing level 2 & 3 client support for domino and Microsoft exchange clients and level 1 support for sharepoint clients. Addressing the end user issues and managing the Microsoft servers by installing, decommissioning, patching and upgrading. Daily tasks involved creating pst, creating and deleting account, managing email quota. Managing users mailbox, group mailboxes, calendar, server issues, email queues, mailbox quota, e- vault servers and back up. Coca-Cola Bottlers Philippines, Inc. IT-Helpdesk, Lotus Notes Specialists February 2008 – October 2010 Worked as local IT Lotus Notes Administrator by providing 2nd and 3rd level support, installation, monitoring / administering mail servers, troubleshooting and management of 3000+ Lotus Notes mail users. Also, supports our black Berry users in synchronizing their emails and contacts to their BB. Has also knowledge in Active Directory. Project - Migration of users from TCCC domain to CCBG email domain. CERTIFICATION Certified Lotus Professional ITIL V4 AZ-900 Microsoft Azure PERSONAL INFORMATION Born on June 12, 1986 in San Juan, Metro Manila. Hobbies include surfing, yoga, swimming. Currently studying French language Independent, fast learner, hardworking and can work on minimal supervision. REFERENCE Available upon request.