Marydel Sanchez Santiago-au.linkedin.com/in/marydelsantiago
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ITIL v3 Foundation Certified; Skilled Migrant; Assessed by Australian Computer Society as a Programmer / System Analyst
All-rounder IT professional; Had analyzed, developed, programmed, customized, tested, documented, maintained, supported,
managed and coordinated either web-based or desktop systems in different technologies: Content Server (Livelink), SAP ABAP,
JAVA, Natural ADABAS, JCL, Power Builder, Visual Basic 6, FOXPRO, COBOL
Experienced to work in various industries: financial/banking, human resource, legal, healthcare, consulting, travel, information
technology
Deployed to work in 18 diverse projects in different international companies and organizations: Starbev, Procter & Gamble,
UNICEF, Asian Development Bank, Credit Union Australia, Fidelity, Fujitsu - WeServ and IBM
Conducted one-on-one system training for new hires; Mentored colleagues; Initiatively facilitated software training logistics;
Worked as a freelance IT Professional for years; was hired as a Project Coordinator, Project Manager, Quality Assurance,
Customer Support, IT Assistant, Marketing Assistant, Social Media Marketer, Manual Software Tester, Research Analyst, Writer,
Data Encoder, Virtual Assistant
Can work with teams or work independently with minimum supervision; Willing to work on a shifting schedule;
Strong attention to detail; Passionate about learning; Flexible, Reliable, Dedicated and Fast Learner
Work Experience
Partner Advocate (Technical Product Support), Expedia Group (Expedia Partner Solutions), 06 May 2019 – Present
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Awarded Support Person of the Month (October 2019) for providing excellent customer service and for the highest number of
cases handled in the previous month
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Efficiently resolves issues and resolve partner-raised support cases
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Contributes to knowledge base comments and articles
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Tools/Technologies: Zendesk, API, Postman, Hadoop, Voyager, Alation, Salesforce
Customer Service & Branch Support Representative, Smith and Nephew, 23 July 2015 – 26 April 2019
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Provided support on all company’s departments and branches; Occasional direct support to hospitals and overseas counterparts
for all products
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Responsible in processing the various requests: ETAs, samples, price changes, returns, resupply, allocations of stock
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Analyzed and investigated discrepancies reported in the SAP Supply Chain
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Tools/Technologies: SAP EPR/PR1, Orbit Booking System, Cisco Agent
All-rounder Freelancer, Upwork, July 2009 – June 2015
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93% Job Success Rate; Member of Upwork Pro and Pro Customer Service Group
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Provided exceptional customer service and technical support worldwide
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SLA: Respond to customers within 15 minutes
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Tools/Technologies: Shopify, Basecamp, Google Apps, Zendesk, JIRA
Technical Application Support (Data Migration Consultant), Logica, 9 May 2011 – 5 December 2012
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Provided technical support on all users of an enterprise content management system in Europe
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Coordinated and facilitated the logistics of a software training
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One of the contributors/writers in company’s newsletter
Technology Consultant, Hewlett-Packard (HP), 4 May 2010 – 31 August 2010
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Conducted investigations of system processes and procedures
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Participated in SAP ABAP training
Junior Consultant, Indra, 10 July 2006 – 16 May 2010
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Deployed in 8 projects of 5 clients; working on different job roles and using various technologies
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Experienced to work on every stage of software development life cycle
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Provided on-call technical support for batch processes at night even on holidays
Contractor – Analyst/Programmer, Teligent Systems, 7 March 2006 – 6 June 2006
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Simultaneously maintained 5 banking systems deployed in all branches nationwide of a major bank in the Philippines
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Conducted series of manual testing of all systems before every upgrade or installation of patches
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Provided technical support to all system users of the bank
Software Developer, Sandstone Technology, 8 August 2005 – 20 February 2006
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Customized company’s software product according to client’s preference
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Conducted Unit testing
Programmer, 5DB Enterprise, 24 December 2004 – 24 June 2005
Programmer, Globaltech Consulting, 1 July 2004 – 24 December 2004
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Developed a Refinance module of a financial system; Modified from time to time to meet client requests;
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Full cycle manual unit testing
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Developed transactional reports; Conducted unit testing of reports; Hired to be part of a long overdue project;
Education
Far Eastern University – East Asia College – Manila, Philippines
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30/39 units of Master in Information Technology, SY 2010 – 2012
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Bachelor of Science in Computer Science, SY 2000 – 2004
