Mary Grace Manalili

 Mary Grace Boholst Manalili _____________________________________________________________________________________ Objectives: To become a part of a dynamic group that I know can help me become a better person and to be able to learn more. To apply all the knowledge that I've learned and good practices from my past jobs. To become an effective person so I can motivate other people.   EMPLOYMENT HISTORY Shore Solutions (Continuum Managed Services a ConnectWise Company) Robinsons Cyberscape Beta, Topaz - Ruby Roads, Ortigas Center, Pasig City January 2018 up to present Helpdesk Technician Support Windows and MAC desktop and laptop computers General access and connectivity issues Desktop application issues Basic administration of user accounts and groups Take ownership of trouble tickets, working and tracking issues to resolution Provides an extra ordinary customer satisfaction to Partners by ensuring that their issues are addressed in a timely manner FIS Global Solutions Philippines, Inc. (Fidelity National Financial) 35 Garnet Rd, San Antonio, Pasig, 1605 Metro Manila, Philippines May to October 2017 Technical Helpdesk Executive Responsible for assisting users with their questions about any of their supported software computing platforms, in a professional and courteous manner through Voice, Email and/or Chat. Installs, configures and troubleshoots desktop systems, workstations, servers and network issues in a heterogeneous environment. Maintains passwords, data integrity and file system security for the desktop environment. Communicates highly technical information to both technical and nontechnical personnel/ Recommends hardware and software solutions, including new acquisitions and upgrades. May participate in development of information technology and infrastructure applications suc as Windows Server, SQL Server etc. Not all but some skills. Some of the key request types that we handle includes User Provisioning, Applications Support, CITRIX, Mcafee, Mobile Support, Oracle e-Business, Database Telecom Support, VPN Provisioning, Printing etc.      Atos Information Technology Incorporated (PostOffice Service Desk) 5th Floor, 1880 Building, Eastwood Avenue, Eastwood City Cyberpark, Bagumbayan, 1100 Quezon City, Philippines February 2014 to April 2017 Technical Solutions Specialist Level 2 Helps Knowledge Author in finding solution for issues that does not have any process Provides assistance to newbies with process related inquiries (SME) Assists branch users for PostOffice in UK (both Corporate and Branch Staff) Provide excellent customer service to end users (business to business) Provide trouble shooting steps to end users regarding issues with their POS(point of sale) (Counters, Barcode Scanners, Receipt printer, back office printer, Pin pad) Provide assistance for Corporate user’s desktop/laptop and printer issues Provide assistance in setting up Outlook client etc. Analyzing issues for SAP, CITRIX etc. Process New Starter requests, Leaver requests Coordinate with Engineers for a site visit to branches and corporate users if needed. Raise issues to suppliers, clients or other third party Vision for Active Directory Knowledge for SDM12 Provides password reset assistance Modifying User Account Properties/Attributes Remote Assistance Handles emails/calls Teletech Technohub (Bank of America - Deposits Department) 3rd Floor, Building H, UP-Ayala Land TechnoHub, Commonwealth Avenue, Quezon City August 2013 to January 2014 Customer Service Associate Provide assistance to clients all across bank's branches Help customers understand their billing statement Assist clients with BOA's mobile banking Processes disputes, transfer funds and balances of clients Multirational Incorporated (DealsDirect Online Retails Shop) 30/F Discovery Suites, ADB Avenue, Ortigas Center, Pasig City     October 2012 to June 2013. Customer Service Representative Provide excellent customer service to customers Place orders and process payments on behalf of the customer over the phone Assists customers in tracking their parcels via courier/carrier’s website or ring them directly Process replacement parts to be sent out for customer when they received or advised about a faulty/defect item they received Coordinate with suppliers Handles emails, chats and calls queue TeleTech Cainta (Bigpond Cable) Level 2 Robinsons Place-Cainta,OrtigasAve.Extensioncor.Imelda Ave., Cainta,Rizal    May-August 2012 Technical Support Associate Assists consumers with regarding their Internet connection Provide trouble shooting steps for their modems browsers if needed Configure customer’s outlook by remotely accessing their computer Book a technician visit if possible Do upselling for Telstra products Garrett & Talon Inc. (Justflowers) Unit PB8-A Summit One Office Tower Shaw Blvd., Mandaluyong City January – February 2012 Order Processor Call different florists over US and Canada to place flower arrangement order PERSONAL INFORMATION             Nickname                                Bheng           Birthday                                  March 19, 1988.           Birthplace                                Marikina M.M           Age                                          30 yrs. old           Civil Status                              Married           Religion                                   Catholic           Citizenship                               Filipino           Height                                     5’0”           Weight                                     165 lbs.           Sex                                          Female           Father’s Name                     Samson Boholst           Mother’s Name                 Virginia Leyva Boholst