Kelly Ann Bumatay

Page 1 KELLY ANN P. BUMATAY Block 11 Lot 8 Peach Street Spring Heights 2, Bagong Silangan, Quezon City, Philippines 1119 Mobile:- Email:- CAREER OBJECTIVE To use my skills in the best possible way for achieving the company’s goals. Technical Support with 10 year experience. EXPERTISE INCLUDES: • Strong troubleshooting and analytical skills and adept in written and conversational English. • Able to review and analyze system and application logs. • Proficient in Computer Hardware and Software Peripherals Installation and Troubleshooting on a MAC and PC (Windows Server 2003, 2008, 2012). • Basic knowledge in LINUX • Experience in using SQL, MSSQL, Salesforce service cloud, Jira, MS Office Applications. • Basic understanding of HTML,XML, Active Directory • Experience in a software support environment (7+ years) supporting complex, multi-tiered enterprise software applications. • Significant experience in a software support environment supporting complex, multi-tiered enterprise software applications. • Ability to multi-task and work through problems independently, a quick learner and a team player • Strong Communications skills (written & verbal). • 4-year technical degree, BS Information Technology • Highly organized and self-starting. • Curious and interested in learning new technologies. • Strong priority management skills and proven problem solving skills. • Demonstrates awareness and commitment to customer satisfaction. • Works in a role as a technical support engineer that is working with business enterprise customers. WORK EXPERIENCE SeaChange Philippines Corporation - Quezon City, Philippines September, 2010 – Present Technical Support Engineer - Advertising Major Responsibility: • Performing advanced root cause analysis on customer issues leading to resolution with the goal of enabling both peers and the customer to sustain operations as well as grow their knowledge of the product. Additionally, owner of the incident relationship with the customer. Key Responsibilities: • Provides 3rd tier of technical support for SeaChange Advertising Systems • Review and/or collect system and application logs as part of troubleshooting and RCA’s. • Setting up and Configuring SeaChange Advertising Software & Hardware. • Timely communication with customers concerning status of open support issues, agreeing priority based on customer business impact, setting clear expectations about next steps and timeframes. • Responsible for delivering against commitments. • Ensuring that customer issues are resolved in a timely manner and to their satisfaction as measured by SLA’s and customer satisfaction surveys. • Thoroughly documenting all communication, troubleshooting, and activity on issues reported by customers in Salesforce Service Cloud. • Educating customers on specific product functionality or procedures required to resolve their issues. Page 2 • Working collaboratively with other team members and members of other SeaChange teams such as Customer Engineering, Professional Services, Engineering, QA, and Sales. • Mentors new hire co-employees. • Writing and presenting internal informal courses on troubleshooting areas of product functionality. • Creating solution entries as required. • Documenting incident resolution articles, as needed, to be included in the SeaChange Knowledgebase. • Troubleshooting issues related to 3rd party software or hardware. • Working in conjunction with other team members on special teams or projects assigned to the Technical Support team such as escalated issues, customer migrations, product testing, implementations, and follow-up training of customers and newer support team members. IBM Daksh Business Process Services Phils. Inc. - Mandaluyong City July, 2007 – January, 2010 Senior Customer Care Specialist Major Responsibility: • Perform over the phone troubleshooting, takes ownership of phone support with efficiency, accurately reporting customer’s technical issues and setting the proper expectations for follow-up. Provides support that will gain a 100% customer satisfaction. Key Responsibilities: Provides Technical Support for Macintosh Users (Desktop Support - USA Clients) Provides iPhone Support (USA and Asia-Pacific Clients) Up-selling integrated service and support extension coverage for apple device. EDUCATION/TRAININGS AMA Computer University – Quezon City, Philippines June, 2003 – May, 2007 BS Information Technology LaPaz National High School – Pangasinan, Philippines June, 1999 – April, 2003 LaPaz Elementary School – Pangasinan, Philippines June, 1993 – April, 1999 Training for CentOS 6.5.iso (Linux) Training for VMWare Workstation or Oracle Virtual Box INTERESTS Computers, Learning new technologies, Solving Problems, Social Media, Travel, Family, Friends, Music, Pets. - Character Reference – Frank Den N. Mina - - Drug Safety Analyst Sciformix Philippines – Mandaluyong City, Philippines Arnel S. Orpia - - ICT Coordinator Bayan Luma I Elementary School – Cavite, Philippines - End –