Yvette San Diego Centeno
12 Diego Silang St. T.S. Cruz Subd. Novaliches, Quezon City
Mobile no. -
Email:-
QUALIFICATIONS
10 years of Technical Support experience
Well experienced in resolving computer hardware, servers
and software issues
Excellent interpersonal skills, ability to work well with others, in both supervisory or support staff roles.
Has the ability to handle complex technical issues and resolve them efficiently
Has a broad understanding of computer hardware and software, including installation, configuration, troubleshooting, and support.
Can do multi-tasking with minimum supervision
Resourceful and self motivated
TECHNICAL SKILLS
OS installation
Remote Troubleshooting
Hardware / Software Configurations
Removal of Spyware/ Virus
Troubleshooting Hardware and Software issues
Troubleshoot server and storage issues
Creating Reports, Analysis of Data
Basic knowledge of ITIL
WORK EXPERIENCE
8 months of experience as a Technical Support Representative (GeekSquad Account) from August 2006 – April 2007 in Teletech Novaliches
Job Description:
Remote removal of spyware and viruses
Repairing multiple computers with software issues
Almost 3 years of experience as a Level 2 DELL Resolution Specialist from July 2007- May 2010 in Teletech Novaliches
Job Description:
Serves as a technical advisor with the business unit. Ensures technical support representatives utilize all available tools and resources to resolve customer issues.
Handles escalated ad complex calls. Works with agents and all team based resources to provide best customer experience.
Continuously provide coaching and identify training need of technical support representatives to ensure consistency, increase technical / functional knowledge and customer resolution strategies.
Cascades updated policies and procedures to associates
Almost 2 years of experience as a Technical Support Engineer I from June 7, 2010 – April 27, 2012 in Seachange International
Job Description:
Provides 3rd tier technical support for SeaChange software for Video On Demand, Servers & Storage, and middleware support used by our partners & customers in the TV, cable & telco industries worldwide.
Has the ability to multitask, prioritize calls and display strong time-managemet skills.
Take ownership of live phone queue calls with efficiency while accurately recording the customer’s issue.
4 years and 5 months of experience as a Managed Services Engineer from October 30, 2012 – March 31, 2017 in Seachange International
Job Description:
Provide managed services support for Video On Demand and Digital Advertising Systems.
Monitor Video On Demand (VOD) and Advertising systems using full-time high-speed network connectivity between SeaChange and the customer/3rd party as required.
Setup, use and (when needed) configure available proprietary and 3rd party network, VOD and Digital Advertising systems' monitoring tools and alarms to alert Seac of system problems such as equipment failure.
Proactively ensure all critical system services are running through the performance of applicable system checks and reviewing error histories with the goal of detecting potential and currently manifesting hardware/software/network issues.
Troubleshoot and resolve minor issues or problems found during the performance of monitoring tasks; Report and escalate complex and critical errors or problems to Seac Technical Support Services. Facilitate resolution of issues by working with SeaC TSS and the customers' technical team.
Direct customer staff in resolving issues requiring onsite assistance, or if required, will dispatch field engineering resources to resolve issues
Monitor content ingest & propagation processes, Video On Demand and Advertising core services and alarms.
Conduct monthly system audit & configuration profiler audit that compares system software versions, patches and registry settings to ensure consistency and conformity with customer-defined settings.
Create and submit daily, weekly, monthly and quarterly performance reports and analyses with the aim of further improving system efficiency and fault resiliency.
ACHIEVEMENTS
Passed MCP (Microsoft Certified Professional)
Pearson Vue (AMACU) December 13, 2003
Government Scholar -)
SYDP (Scholarship and Youth Development Program)
DELL Microsoft Vista Train the Trainer Session
Teletech Novaliches, Quezon City (August 13-17, 2007)
DELL Train the Trainer “Digital Home Class Training”
SM Mall of Asia Complex, Pasay City (August 20, 2007)
Trainer’s Certification
Teletech Novaliches, Quezon City (August 20-24, 2007)
CentOS Training
SeaChange Int’l, (July 2010)
UML (Universal Media Library) Training
SeaChange Int’l, (October 2011)
CDN Training
SeaChange Int’l, Shanghai (November 11-19, 2011)
EDUCATIONAL BACKGROUND
Bachelor of Science in Computer Science
Year 2000 – 2004
AMACU Fairview
Regalado Ave., Fairview Q.C.
Novaliches High School
Year 1996 – 2000
T.S. Cruz Subdivision Novaliches Quezon City
PERSONAL DATA
Date of Birth: July 23, 1984
Height: 5”3
Civil Status: Single
Weight: 115 lbs
Religion: Roman Catholic
REFERENCES
Tim Ryan Alejo
Supervisor, Seachange International
Contact no. -
Ma. Theresa Ybanez Boy
Project Manager (Brandtone
Contact no. -
Carlo Sajonia
Manager (XOR)
Contact no. -
Shena Rhea Nicolas
Supervisor, Diversys Spectrum Products, Inc.
Contact no. -
