Kristal Mae Dinopol

Kristal Mae Dinopol Balagtas, Central Luzon, Philippines- - linkedin.com/in/kristal-mae-dinopol-882b251a5 Experience Help Desk Technician Stefanini North America and APAC Jul 2022 - Jan 2023 ( 6 months +) User query/issue handling. Ensuring user queries or issues are captured, validated, and triaged for further processing. Communicating with users. Ensuring that various types of information are communicated to users through the appropriate channel(s). Ensuring improvement of the two previous processes through analysis, reviews, and reporting, as well as through automation, competence building, knowledge sharing and other organizational changes. Help Desk Analyst Atos Feb 2020 - Nov 2020 (10 months) • Troubleshoots via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution • Applies understanding and knowledge of information systems products and services to assist users • Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems • Coordinates referrals to appropriate technical, professional, or service personnel • Receives and prioritizes issues and forwards using appropriate escalation procedures • Provides functional or task leadership • Coordinates special projects and system upgrades • Briefs customers and/or management on the status of resolution efforts • Serves as a technical advisor to users with complex systems issues by resolving or conferring with technical personnel • Recommends system or process improvements, including procedures, training, and enhanced documentation Upgrade to PRO to remove watermark. Kristal Mae Dinopol - page 1 • May provide occasional functional and technical guidance to less experienced staff. •Oversees and coordinates with quick-response customer support team and interfaces with clients (over the phone or other support channels) to troubleshoot, analyze and diagnose more complex issues and engage appropriate technical resources to resolve client issues. • Works under limited supervision to provide prompt and professional Help Desk service through quick processing and prioritization of a variety of problems. • All other duties as assigned Associate Helpdesk Analyst Wipro Mar 2019 - Feb 2020 (1 year) - Respond to queries from all calls, portal, emails, chats from End-Users - Become familiar with each Project/Client and their respective applications/ processes - Learn fundamental operations of commonly-used software, hardware and other equipment - Perform standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software - Ensure that the scorecard is maintained as per SoW (Statement of Work) with respect o TAT, SLA & hits - Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework Associate Software Engineer Tata Consultancy Services Jan 2017 - Feb 2019 (2 years 2 months) Education Quezon City University Bachelor's degree, Information Technology 2010 - 2017 Skills Mac OS • Knowledge Sharing • Knowledge Management • Office 365 • Ticketing Systems • Troubleshooting • Multi-factor Authentication • Mobile Device Management • Active Directory • Remote Troubleshooting Upgrade to PRO to remove watermark. Kristal Mae Dinopol - page 2