Lilian Mae Favorito

BLK16 LOT17 LANGKA STREET VILLA CUANA 2 PINAGBUHATAN PASIG CITY PHONE - E-MAIL:- LILIAN MAE FAVORITO PERSONAL DATA Date of Birth: September 19, 1985 Citizenship: Filipino Height: 5’ Weight: 125lbs Civil Status: Single Religion: Christian EMPLOYMENT May 2, 2016 – Present CGI Philippines Inc. IT Helpdesk Support - Takes inbound calls to provide technical support for employees having issue with hardware and software. Escalating to second level if necessary - Assists with software installation from Software Center - Performs password reset in Active Directory - Tracks order and request via different ordering system like Order IT and Identity Management - Performed callbacks and email users with pending ticket to provide updates and solutions - Supported remote access for VPN Pulse Secure Client for users with various authenticators including RSA SecurID tokens. - May 28, 2012- November 15, 2013 Accenture Voice and Data Network Processing Associate - Validates circuit design and prepare line coding, framing mode and framing format. - Coordinates with provisioning as well as LEC to ensure that orders will be will be delivered according to plan. - Follow up with LEC if loop delivery has been missed - Receives inbound call for test and install - Ensure testing of DS1 including DS0 circuits within 24 hours upon LEC delivery - Creates trouble ticket to isolate failed testing - Process outbound call or sends email to customer for test and turn up June 22, 2009 – February 8, 2010 Convergys Level 2 Technical Support - Provides technical support for Residential and Business DSL subscribers including Home Networking Services - Performs troubleshooting procedures with customers to resolve basic DSL connectivity issues - Set up schedule for tech dispatch to repair DSL problem July 12,2008 to April 08, 2009 Sykes Network Processing Specialist for Managed Internet Services -Responsible for the support on the delivery of Network and Application services for commercial customers requiring global connectivity 24x7 365 days. -Performs a multi-functional role in support of customer problem resolution. -First point of contact for customers and deals with the problems and inquiries that they may have, with an aim to either fixing the problem on the first call or triggering the most appropriate action. August 12, 2006 to July 8, 2008 TeleTech Customer Care Management Phils., Inc. Technical Support Representative -Provides technical support for Residential DSL subscribers. -Performs troubleshooting procedures with customers to resolve DSL issue -Set up Field technician dispatch for repair June 22, 2009 – February 8, 2010 Convergys Level 2 Technical Support AT&T Internet Services - Provides technical support for Residential and Business DSL subscribers including Home Networking Services EDUCATION - Ateneo de Naga University BS Digital Illustration and Animation- Universidad de Sta. Isabel BS Nursing- Universidad de Sta. Isabel Secondary Education- Universidad de Sta. Isabel Primary Education _______________________ LILIAN MAE FAVORITO