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Click here or scroll down to respond to this candidate Candidate's Name
Street Address Hope Drive #430
Santa Clara, California Street Address
Cellphone number: PHONE NUMBER AVAILABLE
Email: EMAIL AVAILABLE
Authorized to work in the USA for any employer
Employment History
Junior Project Manager/Project Coordinator (Global) March 2013 Jan 2015
BAE Systems Applied Intelligence Guildford Surrey, United Kingdom
o Solely manage small to medium sized global IT projects. Recent projects include Windows 7
Refresh on all European and APAC offices (521 users), Windows 7 Refresh on all secured
networks across the UK
(263 users), Cross network connection setup and infrastructure upgrades on 2 main UK office
locations.
Daily tasks include data analysis, project planning, communicating with stakeholders,
o
reporting, financial and budget management, task management, communications planning,
vendor management, issue management and risk management.
Support project managers by assisting with process planning, BOM creation, asset
o
management, reporting, facilitating team meetings, budget balancing, managing purchase
orders and gathering requirements.
Enjoy working in a fast paced environment, working on multiple projects at the same time.
o
4 years of experience in Information Security.
o
Strong Knowledge in MS Office (Word, Excel, PowerPoint, Outlook), MS Projects, MS Visio
o
and Google Apps Google drive, Calendar, Gmail, Docs, Sheet, Forms, Slide.
Received a Chairmans award nomination for establishing a Global 24/7 Helpdesk Support
o
team in Kuala Lumpur.
Excellent communication skills, customer oriented, able to multitask, proactive, proven team
o
player, efficient, selfmotivated, able to work under pressure, quick learner, hard working, good
attention to detail, and familiar with the process and infrastructure of a security cleared
environment.
Helpdesk Team Leader April 2008 February 2010
Accenture QinetiQ Farnborough, United Kingdom
o Manage team SLA performance, provide support on technical and process queries,
document updates and fixes, chair weekly team meetings, and provide one to one coaching
with team members.
Manage escalations following the incident management process for business users.
o
Provide support to the Service Delivery manager through assistance in reporting, resource
o
management and training management.
Introduce and implement new processes and other ideas for continuous improvement of the
o
entire support team.
IT Helpdesk Associate October 2007 December 2007; March 2005 June 2006
Safeway Philtech, Inc. Makati City, Philippines
Provide first line technical assistance via the telephone and email.
Provide technical assistance internally. Troubleshoot POS equipment, computer hardware
o
and software, telephony, controllers, servers, wireless LAN and all other grocery equipment
inside the store.
Submit trouble tickets to be assessed by 3rd line support for further evaluation.
o
Commended with a KUDO for discovering a solution for a reoccurring problem about Adobe
o
Acrobat Reader which was cascaded both in the Philippines and the United States.
Technical Support Representative / Team Officer in Charge April 2003 February 2005
eTelecare International, Inc. (DELL Outsourced Support) Quezon City Philippines
Provide advice on computer software and hardware usage, resolve problems remotely over the phone
by giving step by step procedures.
o Managed 23 agents as team leader. Provide other agents technical advice and coaching
sessions in achieving their own metrics.
Monitor daily attendance of the team and submit attendance and metric reports.
o
Chosen among thousands of agents to be the lone representative for the eTelecare 3year
o
Strategic Planning Meeting which was held in Bohol, Philippines.
Proposed and implemented several projects and programs in promoting culture and values
o
which were implemented companywide.
Included in the 100 good calls which were sent to the client for assessment.
o
Commended for being a Super Performer beating thousands of other agents in all metrics
o
(Average calls per day, Average Handling time, Dispatch Rate and Firsttime Resolve.)
Educational Background
February 2014 Certification for ITIL V3 Foundation
19992002 Bachelor of Science in Computer Engineering
AMA University, Manila, Philippines
Top 5 of the whole graduating class
Consistent Honor Student
19931997 Philadelphia High School
Quezon City, Philippines
Top 10% of the graduating class
Summary of Qualifications
Independent, Professional, Flexible, Dedicated, Resourceful, Organized, Analytical, and Ability to
o
prioritize workload.
Good interpersonal and client interfacing skills.
o
Extensive troubleshooting knowledge of hardware, desktop/ laptops and software computers
o
systems.
Familiar with computer networking/LAN (CISCO Network Technology, Structured Cabling System),
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Microsoft Exchange, Active Directory, Telephony, Remedy, Support works, SAP, Altiris, Checkpoint
VPN and Citrix Extranet.
References are available on request
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