Aubryan P. Galang

AUBRYAN P. GALANG #1511, 7th Street, San Jose Village, City of San Fernando, Pampanga (-- EMPLOYMENT HISTORY EDUCATION Proskills Technical Training Corporation City of San Fernando, Pampanga Basic Computer Repair and Maintenance Course (May 2005) STI College Pampanga City of San Fernando, Pampanga B.S. Computer Science (March 2003) Customer Service Representative (Part-time) Virtual Co-Worker (December 2020 – Present) ● ● ● ● ● Ticket Management Answering tickets through Zendesk created by clients for No. 22. An online store that provide unique and beautiful homewares. Email Support Providing solutions to issues that a client may have on their order. Provides status on their order and gives them details about delivery schedule and courier assistance. ssisting to issues with first and second Customer Service Provides return assistance for broken items like glasses and platters. Gives out the whole process about ordering product placements. Internal Documents and Client Manuals (Data Entry) Creating Knowledgebase Articles that can be used by a work colleague. Email Marketing and Social Media Sending email advertisements through different platforms. Managing Social Media accounts through messages, chats and comments. Executive Assistant and IT Helpdesk Support Protos EzyVA Pampanga Inc. (July 2016 – May 2020) ● ● PERSONAL INFORMATION Date of Birth: October 13, 1984 Gender: Male Marital Status: Married Languages: English, Filipino, Pampango Age:36 years old ● ● ● ● Ticket Management Answering tickets through FreshDesk created by clients for Customer Logic Vet. A program that helps veterinaries run their clinic. Providing technical support for clients through help sheets, email or remote assistance. Email / Phone / Chat Support Providing solutions to issues that a client may have on their software. Assisting to issues with first and second level support on the veterinary software. Extending the support through other IT related issues like wireless connectivity, network connectivity and any other IT issues. Database Management Analyzing error texts on the database and running SQL scripts to fix the issue. Providing updates on Customer Logic program to apply patches and bug fixes. Internal Documents and Client Manuals (Data Entry) Creating Knowledgebase Articles that can be used by a work colleague. Sending Manuals and Help Sheets that will help the clients with their issues. Project and Bug Testing for New Patches and Updates Testing new patches for bugs and errors. Making sure that a proper fix is tested and used on the program before releasing it to the clients. Email Marketing and Social Media Sending email advertisements through different platforms. Managing Social Media accounts through messages, chats and comments. Project Manager Tomedes Ltd. (December 2015 - May 2016) ● ● Email Support Attending to customers who wants their legal documents be translated to the language that they want. Getting their documents translated and sending them the end results. Email Management / Data Mining Finding the right translator that will translate the document to the language that the customer needs. Researching for translators who can translate rare language. SAP PTD Analyst / Shift Team Lead MSG Global Philippines Incorporated (January 2013 – November 2015) - Technical and Data Support Analyst for SAP Project Management System (EMEA and NA Region) SAP Project System / SAP Security / SAP FI   SKILLS Ticketing o FreshDesk Database Management o SQL Server SAP System o Project Management o SAP FI o SAP Security o ISP Citrix Project Management System General Accounting Microsoft Office o Word o Excel o PowerPoint Advance Computer Troubleshooting Basic Networking o Router and Switches o Wi-Fi Setup o Network Password Internet Troubleshooting Voice over Internet Protocol (VOIP)    - On Call Support / Email Support / Chat Support Doing phone support for urgent issues of end users. Handling of complicated and difficult tasks. SAP Authorization / SAP Security / User Admin Task Role creation for end user, assigning of end user to a specific project. This includes providing the correct authorization or role to the end user. Giving authorization to the end user to access the SAP Project System. Project Creation / Change Orders Creating new projects with required information provided by end users. This includes financial contract creation and entering financial data into the project. Once all requirements are met, we also put the project on live Editing of live projects if there is a change order request from the end user. Making sure that data from the change order requests matches the data on the edited project. First Point of Contact First point of contact for foreign counterparts regarding work related issues, schedule requests, meeting requests for the team. Attending management meetings of foreign counterparts through phone patch, answering work related issues from clients. Month End Activities / Closure Closing of last month status and opening the status for the current month. Generating VAT / Status Report for the closing month. Update of ETC/EAC for all SAP projects. Mass update of actuals for all SAP projects. Shift Team Lead (EMEA and NA Region) ● ● ● ● Scheduling Creating a capacity plan for each month. Schedule would be based on tickets and tasks coming in or based on what the client needs. Making sure that both regions (EMEA and NA) would have sufficient staffing. Leave Approvals Decides on when to approve or deny vacation leave requests. This includes holiday offset, work from home requests, emergency leaves and sick leave requests. Monthly Meetings Conducting monthly meetings with team members. Meetings will include discussion of updates from management and from foreign counterparts. It also includes concerns from team members regarding work related issues, discussion of difficult tasks. First Point of Contact Handling internal issues. This includes issues being discussed through email or through meetings. Answering to all month end queries (activity report, SUS postings, project and ticket tracker etc.). Attending to management meetings for new updates, new management policies, etc. Technical Service Representative [24]7 Customer Philippines Incorporated (January 2010 – June 2012) - Technical and IT Support for Time Warner Cable (Road Runner Internet Service) ● ● ● On Call Support Internet Troubleshooting. This includes outage checking, credit standing, account stability etc. Network Setup / Troubleshooting Providing assistance on setting up basic home networking. This includes switches and router setup like GUI access, Router Security (WEP Key Encryption, Network Password). Setting up Wireless Internet connection (Mobile Phones, Desktop Computers, and Laptops). Report Generation Doing hourly report on outages in a specific area. Generating monthly reports on connectivity issues and sending them to clients for evaluation. Doing daily reports on team statistics, quality evaluation and areas for improvement. Technical Support Representative Stream Global Services [formerly Etelecare Global Services] (October 2007 – January 2010) - Technical and Data Support for Vonage Internet Telephone Company ● ● ● - On Call Support Providing technical support for affected users Voice Over Internet Protocol (VOIP) Troubleshooting Providing assistance on setting up their telephones over the internet. This includes basic networking (routers, switches, Vonage device and their computers). Troubleshooting no dial tone issues, audio quality issues and activating phone features. Doing support accessing their online account. Billing Assisting to billing inquiries. Processing basic billing payments. Technical and Financial Data Support for Intuit ● ● On Call Support Providing assistance for issues regarding their Intuit software. Troubleshooting basic errors that appears when the software is being used. Providing assistance on installing the QuickBooks program to their computer. Helping on step-by-step assistance on how the accounting software works. Letting them know about the Support Fee, warranty and email support. QuickBooks Accounting Software Troubleshooting Providing assistance on how to use the program. Helping them set the software like inventory postings, doing invoices, and point of sale. Providing assistance in generating monthly reports especially IRS report requirements. Assisting in end of year or end of fiscal year tax requirements. This includes yearend tax reports, financial reports, income statement reports and profit and loss reports. Warehouse Custodian Manson Drug Corporation (November 2006 – April 2007) ● ● ● Inventory Custodian Making sure that deliveries that arrive from clients are accounted for. This includes checking of inventory items from the delivery truck and making sure that the data is matches with the data on the shipping manifest. Doing an actual count of the inventory items per box before being stored in the warehouse. Branch Replenishment Medicine replenishment orders from store branches are being processed and delivered. Making sure that actual count of medicines matches the order form before being packed and delivered. Making sure that frozen medicines are being prioritized during delivery. Monthly Inventory Making sure that actual count of medicines from the warehouse matches the one posted on the computer. Discrepancies would be highlighted once an inventory report is generated at the end of the process. Stock Custodian International Toy World Incorporated (October 2005 – March 2007) ● ● ● Inventory Custodian Making sure there is complete stock items from the store stock room. Checking of inventory items delivered from the main warehouse and making sure that data matches from the shipping manifest. Doing an actual count of the inventory items per box before storing it on the store stock room. Store Replenishment Making sure that items which are on display on the store (SM Department Store: Toys Section) are complete and displayed properly. Assisting sales associates with their needed items for display and is usually being ordered either with a document or verbally depending on the urgency of the situation. Inventory Making sure that all items are counted properly and documented. Doing an actual count of the items on the store stock room and making sure that it matches the number of items listed on the database. Account Executive Pitstop Computer Center (June 2004 – April 2005) ● ● ● Sales Associate Assisting customers with their needs on computer peripherals. Providing additional information on computer hardware and software to customers. Computer Repair and Service Conducting repairs on computers (laptop and desktop) and assisting customers on installing newly assembled computer which is bought on the store. Conducting repairs on printers and assisting customers on ink refilling of their printer’s ink cartridges and toners. Doing home service for customers who are unable to make it to the store to get their computer repaired. Basic Graphic Design Assisting customers on doing layout (posters, invitations, calling cards, etc..) depending on the customer’s request. PROFILE From July 2016 up to May 2020, Aubryan is working as an IT Helpdesk Support for a veterinary practice software, Customer Logic Vet in Australia. He manages tickets through a ticketing system and also provides support through email, chat, and phone calls. He maintains the database by checking errors and creating queries through SQL. From January 2013 up to November 2015, Aubryan started working as a SAP PtD analyst (EMEA and NA Region), he is also the Shift Team Lead for those regions. Aubryan has the knowledge of SAP Project Management System which is being accessed through Citrix. He is knowledgeable about navigating the SAP System. His task as a SAP Analyst revolves around the financial analysis. He also creates SAP projects. He provides first level resolution for the clients. Project testing, SAP Security through ARM. His tasks as a Team Lead would include scheduling, leave approvals, and monthly meetings being conducted for updates and management issues cascaded to the team. He has worked in BPO companies like Stream Global (formerly Etelecare) and [24]7 Customer Philippines Inc. His main tasks revolve in providing on-call support for issues that the end-user is experiencing. He has handled 3 accounts in a span of 5 years which includes an internet service provider (Time Warner Cable), an internet telephone company (Vonage), and accounting software (QuickBooks). He has learned a lot during those times like basic home networking, VOIP setup, internet, and computer troubleshooting, and general accounting. He also worked as a warehouse custodian in a medicine or drug store in Pampanga. He has a wide knowledge of logistics during the span of his stay in the company. Aubryan wants to be the best, he strives to always produce an excellent result at all things. One characteristic that he can be proud of is being punctual. He is never late. He already settled down, married with 2 kids, which is his inspiration to provide for his family. His fascination with exploring new things never stops. His thirst for always being the best at what he does is always there.