John Rhen Cruz

JOHN RHEN A. CRUZ Block 16 Lot 3 Cadena De Amor St. Brgy. Pembo Makati City, Philippines E-mail:-Contact number: - Telephone number:- Objective: Position as a Service Desk or related position which offers key participation, team oriented tasks, immediate challenges, and career opportunity. ______________________________________________________________________________ Work experience Asurion Philippines 17/F Accralaw Bldg. 2nd Ave. 30th St. Bonifacio Global City, Taguig City, Philippines May 2015 – Present Role: Platform Administrator I Support etalk application through system set-up and development, product upgrade support, training coordination, etalk support box L2 support, information gathering, troubleshooting, and administrative system updates. Audit data accuracy within etalk & module functionality to ensure data integrity Assist with data collection, multi-system troubleshooting, and documentation on etalk administrative team and coordinate with Asurion IT for resolution Support and possess superior knowledge of call monitoring platform, Aspect, and CMS. Knowledge of Asurion processes and business goals to enhance system capabilities Responsible for processes assigned to ensure call recording of agents at assigned sites, specific module, module testing and ownership, and/or specific product launch that includes a client contractual commitment Responsible for process and accuracy of team distributions in etalk at assigned sites and audit that team members are added, removed, and/or updated as requested Communication and resolution owner end users regarding etalk issues, trouble-shooting process, escalation via IT ticket for L2 support, and tracking of progress. Responsible for ensuring resolution of item or escalating item and communication to the end-user within the communicated timelines Assist in preparing and/or collecting supporting information for presentations and/or documentation (i.e. etalk Dashboards, Executive etalk Quick start Guides, Agent Scorecards, PowerPoint presentations, procedures, processes, etc.) Monitor the etalk application and complete UAT during non-traditional hours as necessary (i.e.11pm-2am) and may require validation for IT partners as the module owner Work on priority special projects as assigned Work will be confidential in nature requiring discretion, judgment, tact, and diplomacy Activities will not be limited to data analysis. This position will be expected to coordinate, own, participate in, and support trend identification, process improvement, root cause analysis, corrective action, and training Partnership and vested interest in expanding application usage throughout Asurion and acting as a site liaison and resource for all etalk end-users Cognizant Technology Solutions Philippines 8/10 Upper McKinley Building No.10 Upper McKinley Road McKinley Hills, Fort Bonifacio Taguig City Philippines November 2013 – May 2015 Role: System Engineer / Senior Process Executive Providing 2nd level support to Cognizant Client/Project. Driving the efficiency and effectiveness of the incident management process. Producing management information, including KPI’s and reports. Monitoring the effectiveness of incident management and making recommendations for improvement. Developing and maintaining the incident management system. Driving, developing, managing and maintaining the major incident process and associated procedure. Ensuring that all IT Teams follow the incident management process for every incident. Provide accurate and timely SLA and management reporting. Manage changes to Security, application access, and permissions to all IDs Process Terminations and removal of permission and application access. Troubleshoot application access and permission issues. Network drive space management and file system/archive clean up. Single-Point-of-Contact for all communication in relation to production issues. Dispatcher and Escalation of tickets to the right support group. Execution of routine tasks. Other project related tasks that will be assigned by management. Provide informative weekly Analyst Calls Reports using Cisco Unified Agent Tool. Follows ITIL and Six Sigma process Stream Global Services (Convergys)Robert Bosch Communication Center, Inc 6th floor SLC Building Ayala Ave. 29th floor Fort Legend Towers 3rd Ave. Cor. 31st St Makati City, PhilippinesBonifacio Global City Taguig City, Philippines June 2012 – August 2013July 2011 – May 2012 Role: Service Desk SpecialistRole: Help Desk Associate West Contact Service, Inc. Transcom Worlwide 24/F Exportbank Plaza Chino Roces Avenue Corner 4th floor Trancom Center Las Fiestas Road Sen Gil Puyat Avenue 1200 Makati City, PhilippinesFrontera Verde Pasig City, Philippines November 2010 – July 2011September 2008 – October 2010 Role: L2 Technical Support RepresentativeRole: Customer & Technical Support Representative ______________________________________________________________________________ Technology background: Windows Server 2003, 2008 Administrator- Exchange Management Console Admin Windows File Management Administrator- Exchange Server 2003, 2008 Cisco Unified Dialer (CUCM) Administrator- iCinga Server Monitoring Tool Logmein123 remote tool- SharePoint / Workspace Administrator Lotus Notes & Domino Administrator- Altiris Cyrpto Card & RCA Console- NICE Perform 3.5 Administrator AVAYA Site Administrator- SolarWinds Orion Server Monitoring Tool Cisco Switches & Routers basic Configuration- Clarify CMS Directory Administrator- Cable Data (AS400) Webex Administrator- Cisco VPN Connection/Configuration Remote Desktop Session (RDP)- MIS Service Management Tool- Remedy / Nikita Switch/Port Security Configuration- OTSR Tool Understand WAN/LAN/WLAN- Lync Server Administrator Symantec Backup Exec.- Sametime Lync Communicator- Lync Server 2010 Windows Terminal Server Administrator- Service Now (Service Tool) BlackBerry Administration (BES)- McAfee Encryption Outlook 2007, 2010 and 2013- Office 365 JDE 8.12 and 9.1- Windows 7 OS Installation of Computer Software- Aspect QFinity- Workday ServiceNow- eTalk Project Management ______________________________________________________________________________ Certifications: CCP ITIL v3.0 CertifiedCCPLevel 0: ITIS Yellow Belt Certified Cognizant Certified ProfessionalCognizant Certified Professional December 20, 2013February 13, 2014 Network Technical Support CertifiedTechnical Helpdesk BrainBench Certified ProfessionalBrainBench Certified Professional Certificate #-Certificate #- February 14, 2014February 21, 2014 MS Excel 2007Cisco Networking Concepts BrainBench Certified ProfessionalBrainBench Certified Professional Certificate #-Certificate #- March 20, 2014February 25, 2014 Cisco Network SupportCisco Network Design BrainBench Certified ProfessionalBrainBench Certified Professional Certificate #-Certificate #- February 25, 2014February 21, 2014 Information Tech. Security FundamentalITIS Critical Situation Management Cognizant Certified ProfessionalCognizant Certified Professional March 3, 2014March 21, 2014 Network Operations Center Certified Cognizant Certified Professional January 20, 2014 *Certificates are available upon request ______________________________________________________________________________ Training’s, Boot Camp’s and Workshop’s: MAC OS TrainingPresentation Skills L2 Cognizant Technology Solutions PH.Cognizant Technology Solutions PH. December 26, 29 and 30, 2014December 19, 2014 8/10 Upper McKinley Building2/Floor Science Hub Tower 4 No.10 Upper McKinley RoadPark Avenue McKinley Hill McKinley Hills, Fort Bonifacio Taguig City PH.McKinley Hills, Fort Bonifacio Taguig City PH. Project Management Premier Level 1ITIL Training V3 Foundation Expert Cognizant Technology Solutions PH.Cognizant Technology Solutions PH. March 6 – 7, 2014January 21, 2014 8/10 Upper McKinley Building8/10 Upper McKinley Building No.10 Upper McKinley RoadNo.10 Upper McKinley Road McKinley Hills, Fort Bonifacio Taguig City PH.McKinley Hills, Fort Bonifacio Taguig City PH. ITIS Microsoft Windows 2007 & Outlook 2010Network Virtualization Services Cognizant Technology Solutions PH.Cognizant Technology Solutions PH. March 26, 2014April 24, 2014 8/10 Upper McKinley Building8/10 Upper McKinley Building No.10 Upper McKinley RoadNo.10 Upper McKinley Road McKinley Hills, Fort Bonifacio Taguig City PH.McKinley Hills, Fort Bonifacio Taguig City PH. CCNA Exam ReviewCCNA Module 1 - 4 Fast Track Review Experts Training and I.T Services MNET I.T Training Solutions August 19 – September 20, 2013June 22 – July 20, 2013 3rd floor Unit 302 SEDCCO 1 Bldg.6/F Unit 1 Harvester Corporate Center 120 RADA St. Legaspi Village Makati City PH.158 P. Tuazon Cor. 7th Ave. Cubao, QC. PH LOTUS NOTES Administrator TrainingAVAYA & NICE Administrator Training Stream Global Services PH.Stream Global Services PH. July 16 – July 27, 2012July 30 – Aug. 10, 2012 15TH floor PBCOM Tower15th floor PBCOM Tower Ayala Ave. Makati City PH.Ayala Ave. Makati City PH. ATOS CCNA Boot CampEcall Training CCNA Module 1 - 4 Fast TrackEnglish Communication Training April 23-28, 2012October 4-19, 2007 5th floor 1880 Bldg. Eastwood Libis QC. PH.19th floor Robinson Equitable Pasig City PH. ______________________________________________________________________________ Education: Bachelor of Computer Science (2nd yr. undergraduate) ICCT College of Cainta (The Institute of Creative Technology Foundation, Inc.) V.V Soliven Avenue II, Cainta, Rizal, Philippines ______________________________________________________________________________ I hereby all information on this resume are true and correct. Please let me know if there is any question. John Rhen Andres Cruz