Sandra

SANDRA ELEANORE L. CALOPEZ Service desk supervisor PROFESSIONAL SUMMARY- - Caloocan City, Metro Manila, Metro Manila 1400 linkedin.com/in/sandracalope z EDUCATION Master of Science, Information Technology Polytechnic University of The Philippines, Manila, Metro Manila, Philippines April 2016 - Current I have more than a decade of experience in Software Management, System Administration, Client Support and Project Management, and Data Privacy. I am now seeking a consultation position in the field of IT industry, where I can apply my knowledge and skills for continuous improvement. Personable and organized professional with knack for problem-solving and team leadership. Possesses comprehensive understanding of IT support processes and proficiency in managing help desk software. Committed to optimizing service desk operations and enhancing user satisfaction. Professional with solid track record in IT support and service management. Skilled in overseeing service desk operations, troubleshooting, and driving efficiency. Strong focus on team collaboration, ensuring smooth adaptation to evolving challenges. Known for effective communication, problem-solving, and fostering results-driven environment. SKILLS • Technical Knowledge • Analytical Skills • Leadership Service level management • Human Resource Management • IT departmental Budget Planning Escalation handling Incident management ITIL framework • Financial Software Management • Microsoft Office Applications • Dean's List, 2003 • Student Assistant- • Recipient of Best In Thesis, Problem-solving skills Bachelor of Science, COMPUTER SCIENCE La Consolacion College Manila, Manila, Metro Manila, Philippines June 2002 - March 2006 WORK HISTORY Microsoft office 2006 November 2021 - June 2024 IT Group Inc. - SERVICE DESK SUPERVISOR, Quezon City, Philippines • • • • • • Supervise Team in handling Oracle Netsuite ERP and other Technology Manage client relationship Support Team in handling clients Functional Requirements Documentation Participate in Internal and External meeting Established clear communication channels within the team, fostering a culture of collaboration and accountability. • Improved incident response times by proactively identifying potential bottlenecks in the process flow and addressing them promptly. • Developed strong relationships with key stakeholders to ensure seamless collaboration between departments. • Managed escalations effectively, resolving complex technical issues promptly and professionally. • Conducted regular performance reviews for staff development, setting individual goals aligned with department objectives and providing constructive feedback on areas needing improvement. • Increased first-call resolution rates with comprehensive knowledge base updates and technician training. • Boosted employee engagement levels by recognizing outstanding performances and fostering a positive work environment. • Trained mentored, and supervised a team of service desk technicians for optimal performance and productivity. • Maintained up-to-date knowledge of industry trends to identify opportunities for continuous improvement of the service desk function. February 2021 - May 2021 Exceture Inc. - IT & DATA PRIVACY CONSULTANT, Quezon City, Philippines • • • • Company Overview: Quality Assurance Review Company In-house ERP • • • • • • • Act as IT support Functional Requirements Documentation for the client Data Privacy Assistance for the clients Participate in Sales Pitch Meeting for Software Engineering & IT Consulting Products & Services Ensures efficient IT infrastructure for the effective operation of the company Prepares and control of the IT budget every year Prepares SGV audit report for IT Implements software licensing acquisition within the organization Prepares application for the internet/telephone needs within the organization Updates inventory for all Hardware/Software/Licenses and other types of documentation • Prepares and/or updates manuals for the policies, systems, and procedures • Provides learning sessions to end users of applications and systems • Quality Assurance Review Company In-house ERP August 2011 - November 2020 MacroAsia Airport Services Corporation - I.T. OFFICER, Pasay City, Philippines • Technical Knowledge • Analytical Skills • Leadership • Human Resource Management • Project Management • IT departmental Budget Planning, Operations, Task Delegation and Assignments • • • • • Financial Software Management Microsoft Office Applications Hardware Troubleshooting Network Troubleshooting Provided exceptional IT support for staff members, resulting in increased productivity. • Upgraded outdated systems with modern technology, enhancing overall performance and reliability. • Maintained 24/7 availability for critical system support issues ensuring minimal disruption to day-to-day operations. February 2011 - June 2011 Triplex Enterprise Inc. - JUNIOR PROGRAMMER, Makati City, Philippines • Provide technical assistance to all departments including procedural documentation • Provide client support and technical issue resolution via remote, phone and other electronic medium • Configure and administer Linux Server to act as a gateway server and Openfire server • • • • Install and configure PC hardware, operating systems and its applications Monitor and maintain PC, computer systems and networks Encode data to the system as well as do extract reports from the system Provide Cash Advance & Liquidation Summary of all the shipment per folder May 2010 - October 2010 Praetech Inc. - IT NOVICE SYSTEM ADMINISTRATOR, Ortigas City, Philippines • Basic System Maintenance: Assist in the installation, configuration, and routine maintenance of servers, workstations, and other IT infrastructure to ensure optimal performance and security. • Technical Support: Provide first-level support to end-users by troubleshooting hardware and software issues, escalating complex problems to senior staff as needed. • Monitoring and Reporting: Monitor system performance, backups, and security logs; report any irregularities or potential issues to senior administrators. • Documentation and Training: Maintain accurate records of system configurations, changes, and procedures; assist in the creation of user guides and training materials for staff. March 2008 - May 2010 MacroAsia Airport Services Corporation - HR ASSISTANT 1 - PAYROLL ASSISTANT, Pasay City, Philippines • • • • Inputted data from time summary sheets to computerized payroll system Ensured the accuracy of all the data in the payroll system Handled voluntary and involuntary deductions Communicate with employees regarding changes in salary, benefits, and loan application • Reviewed and set up selected payroll deductions according to Human Resources Information systems guidelines and program parameters • Communicate with the employees inquiries and concerns • Updated the employee's record to the payroll system • Created reports for information pertaining to payroll and for government agencies • Performs other duties as assigned by HR Manager • In charges of monitoring the AWOL/Tardiness of the employees • In charge of monitoring the manpower requirements, coordinates with the respective branch/department officers and prepares an updated plantilla concerning positions being handled on a monthly basis • Safe keep the 201 files of probationary employees, applicants' active and dead files • Prepared ID for new hires/renewal & replacement for positions being handled • Monitored performance for all probationary employees for positions being handled • Performed other related tasks that may be assigned from time to time • Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized. December 2007 - February 2008 MacroAsia Airport Services Corporation - HR ASSISTANT 1 - 201 FILES EMPLOYEE RELATIONS, Pasay City, Philippines • Employee Records Management: Maintain and update 201 files for all employees, ensuring accurate documentation, compliance with legal requirements, and confidentiality of sensitive information. • Employee Relations Support: Assist in resolving employee concerns, track grievances, and support the implementation of employee relations policies under the guidance of HR management. • Documentation and Compliance: Ensure that all employee relations activities are properly documented, filing reports and maintaining records in accordance with organizational policies and labor laws. • Communication & Coordination: Assist in communication between employees and HR management, scheduling meetings, and preparing necessary documents for investigations or hearings related to employee relations issues. January 2007 - November 2007 MacroAsia Airport Services Corporation - PASSENGER SERVICE AGENT, Pasay City, Philippines • Assist passengers that requires special assistance, such as disabled passengers, adults with infants, etc • • • • Check-in passengers using Amadeus system and can use manual system Monitored hand-held baggage of passengers Do boarding announcement at Arrival and Departure Area Handled Korean Air, Air Philippines, Pearl Pacific TRAININGS & CERTIFICATIONS Office 365, LinkedIn, 10/01/20 Business Analysis Foundation, LinkedIn, 05/01/20 Sharepoint Online, LinkedIn, 05/01/20 Business Analytics Foundation, Phoenix One Knowledge Solution, 08/01/19 Sophos Central Endpoint Advanced Administrator, iSolutions International Inc., 08/01/19 SAP Navigational Training, MacroAsia Airport Services Corporation, 09/01/16 Cyber Defense Training and Workshop, Philippine Institute of Cyber Security, ePLDT Vistro Data Center, Makati, 10/21/18 Introduction to Big Data with Hadoop & Spark, CloudLabX, 05/01/18 Passenger Service Agent Trainee, Brinell International Partners, Inc., 08/11/06 12/01/06 Customer Service Agent, Philippine Airlines Learning, 10/01/06 - 12/01/06 AWARDS • Loyalty Awardee - 5 Years in Service, MacroAsia Services Corporation • Loyalty Awardee, La Consolacion College Manila • Loyalty Awardee, St. Jude Academy PROJECTSHANDLED • Philsoft HRIS/Payroll System Migration to Payruler Cloud Based HRIS/Payroll System, Project Lead in IT, 2019 • • • • EPICOR Migration to SAP B1 9.1, Steering Committee, 2017 BIR Permit in Computer Accounting System, Project Lead in IT, 2018 Yearly BIR Generation of Accounting Books,- Tech HRIS/Payroll System Migration to Philsoft HRIS/Payroll System, Project Lead in IT, 2016