Teletech Holdings Inc. October 19, 2009 to April 10, 2010 Level 1 Technical Support Representative 4th Level SM City Bacoor Gen. Aguinaldo cor. Tirona High-way Brgy. Habay Bacoor Cavite

• Worked as a level 1 technical support representative for Hewlett Packard Notebooks • Troubleshoot notebook’s hardware problems through phone • Troubleshoot also the software issues that concerns the bundled software that comes up with the notebook and we used a special software designed by the Hewlett Packard for us to take control of the customers notebook

APAC Customer Services August 02, 2010 to October 7, 2013 Escalation Helpdesk Analyst Northgate Cyberzone Alabang, Muntinlupa

• Worked as a Level 1 Helpdesk Analyst for a Medical Company in the United States • We handle mostly Active Directory and troubleshooting basic local computers issues • Handling wireless connectivity also using VPN connectivity • Handling outlook and other MS office applications, troubleshoot, installations and setup • Creating tickets also using Remedy System for other issues that can only be resolved by the support teams and can also flagged a ticket in Remedy • Troubleshoot also network connectivity of employees working from their home with a device provided buy the company which is called an Edge Device that also works just like a VPN connectivity

Thomson Reuters Corporation PTE LTD October 7, 2013 to October 10, 2014 Global Service Desk Analyst 8/10 Building Upper McKinley Hills Taguig City

• Working as Global Service Desk Analyst for Thomson Reuters Employees • We handle all regions, EMEA, AMERS, and APAC and all employees that Thomson Reuters have, basically all over the world • Handling all mostly Active Directory such as unlocking accounts and adding group membership. Troubleshooting mostly company applications • Handles Microsoft Applications, Outlook, Excel, Word and PowerPoint. • Creates ticket for 2nd level support • Network connectivity issues such as VPN connection using RSA toke and authentication certificates • Reset Blackberry Enterprise password.

AMEC Foster Wheeler LTD. October 13, 2014 to April 2, 2018 Escalation Helpdesk Analyst Northgate Cyberzone Alabang, Muntinlupa

• Working as Global Service Desk Analyst for AMEC Foster Wheeler Employees • We handle all regions, UK, North America, and Asia Pacific Region and all employees that AMEC Foster Wheeler have, basically all over the world • Handling all mostly Active Directory such as unlocking accounts and adding group membership. Troubleshooting mostly company applications • Handles Microsoft Applications, Outlook, Excel, Word and PowerPoint. • Creates ticket for 2nd level support • Network connectivity issues such as VPN connection using RSA toke and authentication certificates

Conduent April 9, 2018 to Present Analyst II, Incident Management 7th Floor, One E-Com Bldg., Pasay City Complex, Philippines

• Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible • Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements • Document troubleshooting steps and service restoration details • Provide specialized investigation and diagnosis of all Incidents and Service Requests • Identify Problems • Verify resolution with end-users and resolve assigned Incidents • Escalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Process Coordinator • Escalate unresolved Incidents to Tier 3 • Point of contact for all Major Incidents