Norman D. Prasmo

 NORMAN D. PRASMO MB 31 Room 404 Pamayanang Diego Silang BCDA Taguig City Email:-or-Mobile Number:GLOBE - CAREER OBJECTIVE To obtain any position at your company to maximize and enhance my skills, experience, abilities and knowledge for my career advancement. CORE STRENGTHS With Sense of responsibility and moral value. Highly motivated and dedicated. Can adapt different type of jobs and willing to be trained. Good in listening, and communication skills. Successful in establishing an exceptional rapport with individuals on all levels. Effective and efficient work habits result in my productivity. Incredibly fast learner who possesses creative problem solving skills. WORK EXPERIENCE Telus International Philippines Position: TIDS – Senior Servicedesk Analyst July 6, 2010 – Present Job Description: Handles the Incident and Problem Management as part of the TELUS IT Service Management practice, adherent to ITIL, ISO/IEC 20000. Serves as the Single-Point-of-Contact for desktop, application, network and access issues for TELUS employees. Manages incidents and problems via trouble tickets created in Remedy ARS IT Service desk of TELUS employees onshore/off shore. Identifies and qualifies ticket priority and severity. Ensures immediate resolution to high severity tickets via support group engagements and monitoring. Takes part in change management via release impact assessment to users and systems. Highly knowledgeable in diagnosing and resolving issues on various systems employed in an enterprise environment. Desktop and laptop hardware and operating system troubleshooting: Software installation and troubleshooting (Microsoft applications, Web-based, Java-based applications) via remote desktop protocol Active Directory: Account administration (domain login and security), Profile (Roaming and local profile/troubleshooting, Functional ID), Home folder, Exchange features, Group membership, Security/permissions, Functional Mailbox and distribution lists. LDAP – Authentication, Password reset, group membership, LDAP-NT authentication linkage RSA SecurID – token synchronization, authentication, pin reset Windows / Unix Server (Application, Exchange, Print, Production and Development Servers) Virtual Desktop Interface (VDI, VMWare, Citrix, LogMeIn, Dameware) – connectivity and authentication Local Area and Wireless network, Virtual Private Networks (VPN) and Telephony/ PBX systems (Cisco and Nortel Systems) Blackberry Enterprise Server Administration: Enterprise Activation, IT Policy and Service Books, BES profile transfer, Device lock and password administration, Blackberry OS Wipeout/reloading, Mobile communicator set up, other mobile email access (Good for Enterprise, Microsoft ActiveSync, Maas360, Airwatch and Google Apps) Member of Application Management and Information Technology Services. Troubleshooting server, desktop/laptop (hardware & software) printer /hard phone (Avaya, Nortel) issues. Google account s – Reset password and basic troubleshooting on Google account issues. QM schedule – monitors call and known issue and creates day-end report. Telus International Philippines Client Care Job Description: • Task is to assist customers concerns (Supports complaints, inquiries, billing issues and technical issues) Telus International Philippines Tier 2 Technical Support Representative Job Description: • Task is to assist Tier 1 agents in resolving their customers concerns. • Handling issues that are non-resolvable on Tier 1 Level and escalating issues to T3 Support if issues can’t be resolved on Tier 2’s Level of Support Telus International Philippines Tier 1 Technical Support Job Description: • Task is to assist the customer with their Technical Concerns on Xbox and will be troubleshooting the issue until it gets resolved. San Miguel Corporation Position: Sales Associate SMC – Integrated Sales for Island Dealers Catanduanes Area October 1, 2007 – February 28, 2008 Job Description: • Supervise and manage all San Miguel Corporation products of Distributor. • Monitor stocks and display on warehouse and stores, • Provide sales technique (slow moving product). Alorica Philippines Position: Technical Support Engineer – Helpdesk March 1, 2007 – October 22, 2007 Job Description: • Supports IT related issues • Desktop Support • Monitoring network issues • Joining bridge call if there is a known issue. Pacific Hub Corporation Position: Customer Service Representative March 28, 2006 – February 28, 2007 • GLOBE TELECOM Inbound support (Supports complaints, inquiries, billing issues and technical issues) EDUCATIONAL BACKGROUND COLLEGE Bachelor of Science in Mathematics Catanduanes State Colleges Virac, Catanduanes / 1995 SECONDARY Roosevelt College Cainta, Rizal / 1991 - 1995 ACHIEVEMENTS PRESIDENT - Mathematics Society year 2002 ATHLETE OF THE YEAR 2000 - Catanduanes State Colleges PALARONG PAMBANSA 1997 - Basketball event (Region V-Representative) PALARONG ALORICA - Alorica Philippines Most Valuable Player COMPANY PLAYER - TELUS International Philippines PERSONAL BACKGROUND Date of Birth:August 22, 1978 Place of Birth:Quezon City Sex:Male Civil Status:Married Religion:Roman Catholic Height :6 feet 2 inches Weight:75 kg. Citizenship:Filipino Father’s Name:Noli P. Prasmo Mother’s Name:Teresita D. Prasmo Sister’s Name:Theresa D. Prasmo SEMINARS / TRAININGS / CERTIFICATION Certificate of Commendation July 4 and 5, 2006 From Globe Dynamic Webpage –September 22 - 23, 2000 with Macromedia Flash Dynamic Webpage –September 21, 2000 with Macromedia Dreamweaver Dynamic Webpage –September 20, 2000 Introduction to Macromedia REFERENCES MR. FRANCIS FONTANOZA, Operations Manager TIDS - ITO - Telus International Philippines Contact no.:- MR. Patrick Paulino, Team Manager TIDS-ITO - Telus International Philippines Contact no.:- /- MR. LUIS F. SAN JUAN, ISID Manager SAN MIGUEL CORPORATION SMC Integrated Sales for Island Dealers San Miguel Ave., Ortigas, Pasig City MR. ANDREW ANG, ICT Manager FIS GLOBAL 9th Floor Ecoplaza building, Pasong Tamo extension Contact no.:-