RENNELYN LUCENA
TECHNICAL SUPPORT SPECIALIST
PERSONAL PROFILE
Highly motivated tech-support professional skilled in troubleshooting,
analyzing and resolving complex technical problems, utilizing advanced
resolution procedures.
WORK EXPERIENCE
CONTACT ME AT
Address: 228 Bucandala, Imus,
Cavite, Philippines-
@lucenarennelyn
SKILLS SUMMARY
• Basic Server Administration Skills (Active Directory and
Identity Manager).
• Basic Knowledge of networking
• Basic Knowledge of Windows OS and MS Office
• Email Client Support – Outlook
• Good at learning new IT programs, systems and services
SEPT. 2020 – PRESENT
ENTERPRISE SUPPORT SPECIALIST – INTRADO
• Supporting employees and contractors via phone, email and chat.
• Basic Server Administration Skills (Active Directory and Identity Manager).
• Client Application Support (Cisco Webex, Microsoft Teams, Avaya, etc.)
• Microsoft Outlook (account setup/modification, distro, shared mailbox)
• Cisco AnyConnect VPN troubleshooting (account setup/modification)
• Onboarding and Offboarding employees and contractors •Software
Installation and Repair
• Basic troubleshooting for computer issues
• Facilities Monitoring (CCTV, Alarms)
JAN. 2018 – SEPT. 2020
TECHNICAL HELPDESK ANALYST – ATOS INFORMATION TECHNOLOGY INC
• Walk through employees to diagnose and troubleshoot hardware, software
issues.
• Assisting in Installing and configuring restaurant's devices such as printers,
POS server, registers, card readers, kiosks and ordering monitor.
• Troubleshooting issue with network cabling in network switches and patch
panels.
• Password resets and escalating LMS issues.
• Properly escalate unresolved queries to the next level of support.
• Excellent customer service skills
AWARDS RECEIVED
Most Improved Award
First Quarter of 2021
Issued: April 2021
Completed OTP2 & 3 Technician
Training
Issued: March 2018 & 2019
Top Consultant / Perfect Attendance
Productivity, Customer Satisfaction ,
Resolution Rate = 100%
Issued: 2017
SEPT. 2015 – JAN. 2018
TECHNICAL SUPPORT REPRESENTATIVE II – TELETECH
• Receiving technical escalation cases from the first line support and handle
them in queue.
• Following up with the technician team to solve customer’s problem.
• Troubleshooting the customer’s internet connectivity issues and phone line
(Wireless, ADSL, NBN).
• Setting up email and troubleshoot common issues with client’s webmail.
• Arranging appointments for engineers to attend premises and make repairs.
• Handling complaints cases
AUG. 2015 – AUG.2016
Customer Service Representative – CA Telemarketing Inc.
• Processing orders, forms applications and requests.
• Responding promptly to customer inquiries.
• Acknowledging and resolving customer complaints.
• Ensure customer satisfaction and provide professional customer support
EDUCATIONAL HISTORY
S.Y. 2012 – 2014
School: DATACOM INSTITUTE OF COMPUTER TECHNOLOGY
Course: Completed 2 year course of Computer Secretarial (Administrative Assistant)
