Vivian Goco

Blk 22 Lot 54 Mabolo St., BF El Grande Homes Molino6, Bacoor, Cavite C:-- VIVIAN ALMONTE GOCO EXPERIENCE SUPPORT ASSOCIATE – LEADGENIUS July 2014 – March 2020 The first point of contact for users seeking technical and non-technical assistance. Responsible for providing assistance and support related to computer systems, internal and external applications. Response to queries, run troubleshooting, isolates a problem and determines and implements a solution. Primary responsibilities:  Provide support to tickets submitted through Zendesk.  Responds to queries either by email or if necessary by phone or remote session.  Provide support primarily for internal application and tools.  Escalate issues that would require other department’s intervention  Account management, setting up accounts and password resets.  Basic computer troubleshooting.  Company voicemail forwarding.  Route concern to the correct departments.  Provide the best possible solution based on the issue provided by the user.  Pass on any feedback or suggestions by the user to the appropriate internal team.  Identify and suggest possible improvements to procedures.  Run testing on bug fixes before they are release. TIER II TECHNICAL SUPPORT SPECIALIST – MICROSOURCING PHILIPPINES July 2014 – July 2017 Provide Second Tier support to Clients & Re-Sellers over the phone, email and by doing remote assistance. Implement and facilitate the following  Point of Sale integration  Online booking set up  SMS and Email features integration Oversees and coordinate upgrades, server migrations and server maintenance. Sustain business continuity by addressing severity 1 issue and investigating and providing root cause analyst case management. SERVICE DESK ANALYST – ACS, A XEROX COMPANY February 2012 – July 2014 Assists less experienced staff in the application of the technical concepts, practices and procedures. Oversees and coordinates with, quick-response customer support team and interfaces with clients (over the phone, email and chat) to troubleshoot, analyze and diagnose more complex issues and engage appropriate technical resources to resolve client issues. Create and assign tickets for every call handled through a ticketing system provided by the client. Escalate users for in-depth troubleshooting that requires replacement of devices/equipment or Remote Access. Redirect users to the proper tier if not supported. Provide solutions to users such as the following:         Blackberry Enterprise Activation (activating the phone for using a Blackberry application that configures Outlook on the phone. Resetting the Blackberry device password and email troubleshooting (send and receive) Account credential Issues (resetting of passwords, changing of pins, enabling and disabling accounts using active directory) IPT phone issues such as voicemail passwords and phone hardware problems. Mapping shared drives and printers. Password resets for some Mainframe Application using Oracle Email set up (Microsoft Exchange). Add new user or recreating email profile using Outlook Creates work orders for Install, move, add and change requests. TECHNICAL SUPPORT REPRESENTATIVE – TELETECH November 2008 – Jan 2012 Technical Support Representative for HP- Provided technical support for laptops/notebooks both hardware and software. Troubleshoot Browser troubleshooting, Operating systems troubleshooting (Windows), Software/Drive installation and Remote Access (for in depth troubleshooting that customer could not do on their end) Technical Support Representative for AT&T - Provided technical support and excellent customer service for account holders/subscribers, from desktop, laptops/notebooks, VIOP and cable through inbound/outbound calls for Cable Modem support connectivity, intermittent connectivity, browsing    EDUCATION Networking Support (eg. Wired and Wireless Connectivity) Internet inquiries (eg. cable internet, Internet, Full Payments) Cable Modem support connectivity, intermittent connectivity, browsing INFORMATION TECHNOLOGY – JACOBO Z. GONZALES MEMORIAL SCHOOL OF ARTS & TRADE June 2005 – April 2008 SECONDARY – UNIVERSITY OF PERPETUAL HELP LAGUNA June 2001 – April 2004 SKILLS & ABILITIES Excellent in Microsoft Office, Basic SQL, CRM COMMUNICATION Fluent in both English and Filipino REFERENCES Elyssa Carmella Palomo - Legal Admin Assistant Lexfin Global Consultancy Inc - Mackey Sangalang – SSC for Operations Center Tools and Process NNIT Philippines, Inc. - Page 2 Ej Del Carmen - Freelance Developer-- Page 3