Renen Belen

Renen Belen Renen Belen Unit 408 MV Piso Bldg 13th Ave Cubao, Quezon City, Metro Manila Telephone:- e-mail:- BACKGROUND I have more than 10 years of experience in the BPO and IT sector industry. I have more than 101years of experience in the IT service/consultancy sector. As an IT Servicedesk/Consultant I was able to put to use my technical expertise on hardware and software. I am able to communicate written or verbally and assist end users in resolving the issues they report to us. We also administer user accesses and maintain a database of user entitlements and credentials. As a manager my designation includes that I do floor walking, personnel schedule management, admin account maintenance, coaching, training and development for each member and ensuring we reach and exceed our targets. EXPERIENCE SNAPSHOT INDUSTRY EXPERTISE I am proficient in most MS Office apps especially Word, Excel and PowerPoint as well as several other SW applications.  Information Technology Expertise to the above mentioned functions and processes are skills that I can use to the work that I am looking to get.  Operations Data analysis I am looking forward to getting a work that suits my knowledge and would add to my experience and skills.  Workforce Management EXPERIENCE Team Leader - 2nd Line Workstation Technician Desktop Management Services Nordic Team, CGI Philippines April 2015 – Present I manage a team that handles these tasks:  Perform troubleshooting of and solve incidents on the workstation (S/W and H/W)  Use remote control tools, Knowledge Management tools to increase solution rate in 2nd line support.  Continuously document progress of ticket solving in the Service management system  Independently, or in consultation with the Service Manager, under the given economic framework, make relevant decisions, needed to maintain the right service quality.  Use CGI´s internal Knowledge Management tool and facilities under given rules, guidelines and processes.  Actively work to develop production environment and service delivery  Identify requirements before implementation of new commitments  Give feedback internally and/or to customer  Receive and implement changes in customers' production environments according to the Change process  Analyze, troubleshoot and address emerging problems.  Creates Work Instruction documents on how to deal with specific issues  Streamline, automate for better delivery of service or existing contract.  Initiates service orders to technicians on site.  Identify and manage problems.  Perform troubleshooting/resolving incidents in the software and hardware using remote control tool.  Manage Service requests; perform installation/uninstallation of customer approved software in the workstation.  Make solutions available to the Service Desk.  Operations Management  Process implementation TECHNICAL SPECIALIZATIONS  SCCM  Windows XP, Windows Vista, Windows 7, Windows  Computer Troubleshooting both Hardware and Software  Networking with Microsoft Windows  Internet and Mobile Applications (iOS) iPhone  Remedy  Service Center  Active Directory Administration  Microsoft Exchange Administration  VPN  Remote Desktop  Hard Disk Encryption  Group Policies, File Permissions management, User Account Management  Computer Management  Citrix (XenApp) / VDI Renen Belen Siemens Business Solutions/Atos Information Technology Inc. Eastwood City, Libis. Quezon City, nd 2 December 2006 - April 2015 Level Team Manager Responsibilities:  Team manager for Servicedesk team  Team manager for Remote Desktop Solutions Team  Team manager for IMAC Team.  Agent management, discipline and performance tracking.  Training, Reporting, Quality and other Admin tasks.  Create reports in Excel. Analyse and use the data to improve the service As an L1 Team Lead I managed a team that handled these tasks:  Receive calls and emails for various clients and other support group, and create Incident tickets or Service Request tickets, logging all pertinent information.  Provides initial assessment of categorization and prioritization for reported Incidents and Service Requests and provides initial support, targeting a higher level of first contact resolution.  Ensures Incidents and Service Requests are properly escalated and assigned to appropriate Support group.   Perform hierarchical escalation to Service Desk Management and Incident Management. Provides communication to clients concerning the status of Incidents, Service Requests, And Changes.  Compiles data through Incident entry that will be used for management information and Reporting.     Maintains ownership of Incidents, ensuring status update and resolution according to SLA. Provide input to Service Desk Management regarding Continuous Improvement opportunities. Attend and receive all required training. Ensure that system documentation is maintained and of a high quality and that it is stored in the appropriate knowledge management repository. My 2nd Level Team handles the following tasks:  Incident Management Team coordinates with OSS to ensure all tickets assigned to onsite are performed the soonest possible.  Onboarding/Offboarding/Transfer of users  Software administration, assignment and deployment  Hardware procurement and assignment.  Troubleshooting on tickets that require advanced support and resolution Renen Belen OTHER WORK EXPERIENCE IBM Daksh Makati City, Metro Manila August 2006 December 2006 Customer Service Representative Advanced Contact Solutions Cabuyao, Laguna September 2005 March 2006 Customer Service Associate Greenwich Commissary Pasig, Metro Manila December 2003 April 2004 Production Manager Kane Package Philippines Inc Calamba City, Laguna November 2002 July 2003 Logistics and Inventory PERSONAL 35 years old Single 7 April 1981 5’7” CHARACTER REFERENCES Available upon request. Roman Catholic