KATHERINE A. RANNING
C219 Makati Homes, Milkweed St., Rizal, Makati City, Philippines
--OBJECTIVE
To assume a responsible position in the field of Customer service and Technical Support
SKILLS
Customer Service and Technical Support (Email, Live web chat and Telephone support)
Troubleshooter for software, hardware and internet connection, VPN
Excellent interpersonal and communication skills both written and verbal
Typing skill, Documentation and Stenography
Entrepreneur and selling skills
Knowledgeable and experienced in Technologies; Active Directory, Microsoft Exchange, Microsoft SCCM,
Sharepoint2010, Mobile Enterprise messaging, VPN, CA trust Identity Manager
Ticket creation both incident management and Service request management and server Monitoring i.e Sonus,
VRU, Big Brother, Hammer, Spectrum, PeopleSoft
Knowledgeable in the following tools: CRM, Siebel, Kana, Remedy, Oracle and CA Service Desk for
Documentation / Ticketing.
SEMINARS/TRAINING
Lean Six Sigma White Belt Certified 05/22/2015
Software and Hardware training in Gateway and E-machines – Mirof/ Alorica
Use and support for Hotmail webmail users – Sykes Asia
Troubleshooting of ISP issues for ATT users – Teletech Customer Care Management
Hardware and Software Training for Fujitsu Laptops, computers, Notebooks, etc – Infosys BPO
Off-Net and On-Net boxes, Networking training – West Contact Services
EDUCATION
Polytechnic University of the Philippines
A. Mabini Campus, Sta. Mesa, Manila-
Bachelor of Science in Entrepreneurial Management
Pio Del Pilar Educational Institution
F. Zobel St., Cor., MorongSts., Poblacion, Makati City-
WORKING EXPERIENCE
KMC Mag Solutions
19th Flr., Office Q, Uptown Place Mall Tower 2, 36 th Street cor. 9th Ave., BGC, Taguig City, Philippines
January 22, 2016 – April 28, 2017
IT Helpdesk for EAM (Enterprise Asset Management) Application Support
Able to identify and organize tickets according to priority.
Assign/ Manage tickets to engineers and technicians.
Communicate with internal employees and customers to resolve tickets in a timely fashion.
Create/ update and maintain client-facing knowledge base articles.
Operates computer for purpose of providing information to requesting clients and or engineers.
Troubleshoot minor application problems.
Perform task necessary to prepare respond to clients based on communications with the
development center and other staff of Mainpac.
Able to react to change productively and handle other essential task as assigned
Office work as assigned.
Maintains log of all worked performed and processed
Other task assigned.
Unisys Philippines Limited LLC
5/f Gateway Tower Araneta Center, Cubao Quezon City
March 15, 2015 – January 10, 2016
ITHelpdesk
Provides Service Desk support for client globally - APAC, EMEA, N.A
Provides Email support in APAC Region specifically Philippines support. Creates ticket and assigns to
relevant resolver team. Provides troubleshooting for Shared Mail box, Shared drive, Mapping the
printer, local and network printer. Installation of SAP application. Password reset for SAP
applications depending on SAP systems, Password reset for Network log in, Issues with phones,
Airwatch MDM, etc. Other task that may be assigned from time to time
COGNIZANT TECHNOLOGY SOLUTIONS
6/ F 10-18 Upper McKinley, Taguig
July 7, 2014 – February 28, 2015
IT Helpdesk POS Support
Support 24/7 Operations of Ruby Tuesdays in the U.S
Supports the following:
POS software(Point of contact sale),
Restaurant support ;
Back of House - KVM - Kitchen Display systems, BDS- Bar Display Systems, Bumpbar, micros,
Telephone Systems, thermal Printer, etc
Front of House - Micros/ Workstations, Impact printer
Back Office - Management PC, POS PC, Phone server (legacy phones), Internet phones(VOIP),
Scanner installation, issues, Printer installations and Issues.
Internet Issues- Troubleshooting internet equipment such as NMD(ATT Server) switch, router,
modem, etc
Process orders for any parts and items in the restaurant needing to replace
WEST CONTACT SERVICES
24/F Exportbank Plaza, Chino Roces Ave., Corner Sen Gil Puyat Avenue, Makati City
March 13, 2010 – September 20, 2013
Technical Support Specialist International (NETWORK OPERATION CENTER)
Provide a single point of contact for customers needing to resolve problems with their phone or
computer systems by receiving service requests via phone, and logging such service requests in a
complete, concise manner. Knowledgeable in Active Directory
System Monitoring Performance - Monitor various system functions and activities (e.g., EOS units,
servers, LAN, telecom, etc.) continuously for problems
Technical Problem Resolution - Research and resolve basic problems escalating to appropriate
departmental staff any issues that may adversely impact system
Team Interfaces/Customer Service - Establish and maintain a professional relationship with
internal/external customers, team members and department contacts
Incident Management and Request Management tasks
Related Duties as Assigned
INFOSYS BPO COMPANY LTD
3F Market Market, Bonifacio Global, Taguig
May 11, 2009 – March 11, 2010
Senior Process Executive
Responsible in answering telephone call in a 24/7 operation for Fujitsu customer in the U.S, Canada
and some parts in Europe.
Assisting Customer in troubleshooting hardware and software parts of Fujitsu notebook.
Reinstallation of operating system, upgrading and downgrading, updating drivers, deleting upper
and lower filters of cd/dvd drive. Checking specifications of Customer’s computer, Customer Service,
Transferring call to tier 2 if necessary. Setting up RMA order and replacement of parts of the
notebook using Oracle software
Knowledgeable in using Oracle software
TELETECH CUSTOMER CARE MANAGEMENT
Bldg F, SM Corporate Offices, 1000 Bay Boulevard, SM Central Business Park, Pasay City, 1300
December 03, 2005- February 23, 2008
Technical Support Representative Level 1
Handled Four LOB's (Line of Businesses) of AT&T Account like: DSL Queue, Select Queue, Vista Queue
and Chat Queue.
Responsible in answering and troubleshooting customer's issue regarding AT&T High speed internet
connection, e-mail issues- outlook and outlook express, checking the status of due date of customer's
connection and setting up AT&T High speed connection and wireless connection. Configuring vista
operating system connection, MAC operating system connection and other windows operating
system connections.
Knowledgeable in using CRM (Customer Relations Manager) database. Instant Service console for
(Chat support).
SYKES ASIA, INC.
28/F Robinsons Summit Bldg, Ayala Avenue, Makati City
August 08, 2005 to November 21, 2005
Customer Service Representative
Responsible in answering e-mails of customer regarding browser issue- for Microsoft MSN.
Answering 60 e-mails per day, answering e-mails of customer regarding their authentication of
account
Customer service support/ Password reset, Change of credentials, etc. Providing right steps to
customer's issue concerning; password issue, HAC issue, parental control, registration, etc.
Knowledgeable in using Kana software for e-mail Queue/ Documentation
ALORICA PHILIPPINES, INC
33/F Wynsum Corporate Plaza Bldg, Emerald Ave, Ortigas, Pasig City
May 1, 2005 – July 14, 2005
E-mail Customer Service Representative
Responsible in answering customer's issue through e-mail- Gateway Product
Providing information regarding the status of their orders, permanent return items, replacing of
orders and shipping status of customer's orders. Answering 40 e-mails per day and proper
documentation
Kana Software for E-mail queue, Knowledgeable in Siebel database for documentation,
Knowledgeable in JD Edwards system for tracking purposes, editing and process of orders for
customer.
Chat Technical Support Representative
Troubleshooting hardware and software products of Gateway computers and providing
troubleshooting steps to resolve customer's issue
Customer service support .Up selling gateway products, processing of orders
Knowledgeable in Siebel database for documentation, CF1 software queue for Chat, Knowledgeable
in JD Edwards system for tracking purposes, editing and process of orders for customer.
MIROF RESOURCES INC
7/f philcox Bldg. 122 Salcedo St., Legaspi Village, Makati City
October 14, 2004 – April 14, 2005
E-mail Customer Service Representative
