Maricris Quinones

Maricris J. Quiñones 598 J. Dimabiling St. Poblacion 4 | Indang, Cavite 4122 | - |- HELP DESK TECHNICIAN Troubleshooting ● Communication ● Customer Service OBJECTIVE Work in an environment that challenges me to continue learning at the same time is able to help & learn as much as I can from my peers. To adapt to a working environment that caters to continuous learning with opportunities for advancements. SUMMARY A skilled help desk professional with over 5 years experience providing user support and solutions in a high-demand work environment. With proven track record of efficiently diagnosing and resolving complex customer issues within agreed time scales. In-depth knowledge of a range of software applications and operating systems. Independent and results-driven worker with a strong commitment to increasing staff productivity. EXPERIENCE IT Service Desk Agent, Sitel Philippines Ortigas ave. Quezon City, September 19, 2016 – March 12, 2017 Joined the Balik-Sitel Program and worked with the same account Job Summary: Ensure the proper day-to-day operation of technology applications and equipment. Perform installations repairs upgrade, backups and other maintenance tasks. Support the End User via email and phone Technical Helpdesk Executive, FIS Global Solutions Ortigas Center, Pasig City July 04, 2016 – September 15, 2016 Maintains passwords, data integrity and file system security for the desktop environment Handling User Provisioning, Application Support, CITRIX, McAfee, Mobile Support Oracle E-business, VPN provisioning and Network Printer Support IT Service Desk Agent, Sitel Philippines Ortigas ave. Quezon City, 2012 – 2016 Diagnose, troubleshoot and resolve a wide range of software, hardware and network issues Provide technical support for more than 20,000 number of diverse users internationally Handle an average of 30 calls per day Prioritize and escalate issues where required Partnered with Tier II and Tier III help desk peers based in the NA, EMEA, LATAM, AP and ANZ to resolve complex problems that required escalation. Provide detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions Install, configure and modify hardware and software to ensure optimal performance Provide responses to inquiries in writing using professional email skills Knowledge of remote desktop connections, peer to peer file sharing and other applications associated with remote IT assistance. Resolved problems within Microsoft office (outlook, excel, etc.). Worked with Active Directory to build user network profiles, reset passwords, unlock accounts Technical Support Representative, NCO Quezon City — 2011 EDUCATIONAL BACKGROUND 2 Yr. Information Technology Major in Computer Technician Imus Computer College Dasmariñas, Cavite 2009 – 2011 TECHNICAL SKILLS platforms: Windows XP, Windows 7, Windows VISTA, Windows 8 operating system applications: MS Office, Symantec Endpoint Protection Anti-Virus, Bomgar, ServiceNow, Active Directory, ADP ETime, ADP Myhr, Workday, MyExpense, Concur, Exchange email/Office 365, AS400, mainframe, Junos Pulse VPN and Citrix knowledge on LAN and WAN solid knowledge of IT Help Desk system CORE COMPETENCIES organizational and planning skills attention to detail communication skills customer-service orientation problem analysis and resolution adaptability flexibility stress tolerance REFERENCES Ricky Co Real Time Analyst SITEL Philippines -- Jan Vincent de Leon Ecolab Team Leader SITEL Philippines - office -  mobile- Jeffrey Cipriano Manager lvl 1 - Senior Enterprise Resource Management TeleTech Philippines - mobile-