Zen Regacho

zen ragudos Regacho Dungca Avenida Street, Xevera Subdivision, Brgy. Calibutbut, | Bacolor, Pampanga| - |- Objective Seeking a challenging position for growth and advancement where I can equally share my knowledge and skills to the company and to my peers. Skills Profile Proficient in PC hardware, software, network and vpn setup, maintenance, and troubleshooting. Proficient in Microsoft Windows and MAC Operating System Proficient with Android and iOS settings Good understanding of network, system, and application security. Highly experienced in the use of Adobe Photoshop CC and Adobe Illustrator CS5 Adept in the following software programs: Corel Website Creator X6, MS Visual Basic version 6.0, HTML, Frontpage, Basic Java, Microsoft Access and SQL. A hard worker and a team player who is eager to learn and accepts assigned tasks; plus the will to invest time and effort on completing such responsibility in the shortest time possible. Service-oriented mentality with good personal and communication skills. Can read & write Hangeul Can speak Basic Hangeul Employment History Freelancer — Xevera Subdivision, Bacolor, Pampanga Owner and designer of T-shirt printing business = AffordaBiliTees Freelance worker in creating designs, concepts, and sample layouts to client locally and abroad through Upwork, LinkedIn, Boontech, PeopleperHour, and It’sJungle. Use Adobe Photoshop CC and Adobe Illustrator CS5 to edit and generate designs for shirts, website, social media, invitations, business cards and mugs. Develop existing graphics and layouts for product illustrations, company logos, and website use. Prepare illustrations or rough sketches of material, discussing them with clients and making necessary changes. TopData Global IT Solutions Inc. — 11F Entec 2 Bldg. Newpoint Mall Angeles City, Pampanga Provide non-voice support to customers across the globe regarding their vpn subscription Provide customer service & technical support via email and text chat support update and process email and chat transcripts troubleshooting questions and replying directly to customers regarding their vpn concerns and issues coordinate with other IT & billing team regarding relevant issues and assigning ticket respectively provide pre-sale and billing concerns to customers process voicemail queues Teleperformance — 3F Rockwell Business Center (RBC) Tower 2, Ortigas, Pasig City Working as an IT Specialist responsible in troubleshooting; and provides resolution to the problem regarding software and hardware issues and needs. Coordinates with other IT internal groups to ensure that service level agreements with the internal and external customers are met. Ensures that all issues are logged, tagged, tracked, and resolved to the satisfaction of the client (internal/external). Provides follow up through call and/or email on tickets submitted through Remedy Online Support. Pax Et Lumen International Academy — Sto Entierro Street, Angeles City, Pampanga Duties and Responsibilities as a Primary & Elementary Teacher: Instruct and monitor students in the use of learning materials and equipment. Observe and evaluate student’s performance and development. Assign and grade class work, homework, tests and assignments. Encourage and monitor the progress of individual students. Manage student behavior in the classroom by establishing and enforcing rules and procedures. Apply appropriate disciplinary measures where necessary. Plan, prepare and deliver instructional activities that facilitate active learning experiences. Maintain accurate and complete records of students’ progress and development. Duties and Responsibilities as a Computer Support or IT Specialist/ Webmaster: Created and maintained Student Database in monitoring number of students, faculty/staff, and administration per school year; students, faculty/staff, and administration information (such as contact details and other pertinent information needed in school records). Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications. Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software. Enter commands and observe system functioning to verify correct operations and detect errors. Developed a catalog of available software for staff members. Provided staff with support via in-service workshops and one-on-one instruction to facilitate their use of computers for classroom management and for implementation of curriculum. Modify and in charge of the maintenance of the school's website. Sutherland Global Services Inc. — The Plaza bldg., Jose Abad Santos ave., Bertaphil 2, Clarkfield, Pampanga Worked as a Technical Support Representative that demonstrates technical aptitude to learn and support gaming consoles (Xbox 360) and home networking connectivity issues and concepts. Collaborates with other LOB departments to ensure the customer issues are resolved on first contact. Aegis Peoplesupport — PeopleSupport Center, Ayala cor. Sen. Gil Puyat st., Makati City October 2004 – September 2006 Duties and Responsibilities as a Customer Care eRep (Voice and Email Support): Attends to incoming calls from clients abroad by providing comprehensive and quality customer care assistance to customer queries. Provides the appropriate and accurate responses through email support. September 2006 – December 2007 Duties and Responsibilities as an Assistant Team Leader: Takes charge of operations in the absence of a Supervisor. Does daily and weekly administrative work. Helps the Supervisor develop the agents’ potentials by providing consistent input on how to improve the team’s performance. Provides coaching and feedback when needed. Regularly converges with other ATLs of the account and come up with new ways and methods on how to further improve the floor procedures and maintain employee motivation. January 2008 – August 16, 2009 Duties and Responsibilities as an IT Helpdesk: Opens ticket for each call and assigning a severity level to it. Advises users of the ticket number for his/her reference. Responsible in troubleshooting and provides resolution to the problem with the user on the phone. Properly escalates and coordinate reported incidents by following the escalation process defined for each process/operations. Coordinates with other IT internal groups to ensure that service level agreements with the internal and external customers are met. Ensures that all issues are logged, tagged, tracked, and resolved to the satisfaction of the client (internal/external). Coordinates to senior engineers from NOC (Network Operations Center) if there are large-scale issues that affect the company as a whole. Sends out notifications for Scheduled System Maintenance that may occur. Provides follow up through call and/or email on tickets submitted through MySupport. Complies with the Company’s Policies and Procedures, including Information Security. interests and Activities Creating Logos and Editing Images in Adobe Photoshop and Illustrator Playing Lawn Tennis, Billiards, Soccer, and Flag Football Playing drums/percussion and guitar, listening to music (all genre) Active in church activities and ministry works Reading inspirational and fictional books Jogging, dancing, cooking, sketching and writing poems Education 2000 - 2004St. Paul College of Quezon City Bachelor of Science in Commerce Major in Information Technology Created a financial program for ‘Hermano Video Editing’ company as my Thesis requirement and received 97% rating for the defense. INTERNSHIP Link2Support Inc. Techno Plaza One, Eastwood City Cyber Park, Pasig City December 2003 – February 2004 Catered to client’s needs as a product support representative handling inbound calls in installation and troubleshooting of computer networking devices. Acted on many LAN and WAN issues of clients on various system applications and operating system. references Romar Bentoso Project Manager TopData Global IT Solutions Inc. 11F Entec 2 Bldg. Newpoint Mall, Angeles City, Pampanga Mobile:- Anthony Jasper Durmiendo Operations Manager Teleperformance Rockwell Business Center, Tower2, Ortigas, Pasig City Mobile:- Mrs. Irene Barcelon School Principal Pax Et Lumen International Academy Sto. Entierro St. Angeles, Pampamga, Philippines Phone:- Mobile:- Jennie Loi Pangan Former Supervisor Sutherland Global Services Inc. The Plaza Building, Jose Abad SantosAvenue, Berthaphil II , Clarkfield Pampamga, Philippines Mobile:- Ivy Michelle Pakingan Former Supervisor Aegis PeopleSupport PeopleSupport Center, Ayala cor. Sen. Gil Puyat St., Makati City Mobile:- Ronald De Jesus Former Supervisor Aegis PeopleSupport PeopleSupport Center, Ayala cor. Sen. Gil Puyat St., Makati City Phone:- Mobile:-