Ma. Salve Sanchez

   Ma Salve Sanchez Sr. Technical Support Engineer (4 years) Five9 Philippines Inc.     (- |-| PHP 70,000 | Pasig City, Central Luzon Experience     10 years of total experience Oct 2012 - Present (4 years) Sr. Technical Support Engineer Five9 Philippines Inc. | National Capital Reg, Philippines   Industry Software company/   Specialization IT/Computer - Software   Role System Analyst   Position Level 1-4 Years Experienced Employee   Monthly Salary PHP 70,000   Take ownership of customer issues reported and see problems through to resolution Research, diagnose, troubleshoot and identify solutions to resolve customer issues Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams Provide prompt and accurate feedback to customers Ensure proper recording and closure of all issues Prepare accurate and timely reports Document knowledge in the form of knowledge base tech notes and articles       Oct 2011 - Jul 2012 (10 months) Product Specialist Acquire Asia Pacific(RingCentral)   Industry Call Center / IT-Enabled Services / BPO   Specialization Training & Development   Role Training & Development   Position Level 1-4 Years Experienced Employee   Monthly Salary PHP 29,000   Stay current with system information changes and updates Follow up with users that has unresolved issues Keeps track of the pending tickets and escalations Coordinates with Network engineers if there’s an outage Updating troubleshooting tree or knowledge article Checking invalid escalations       Jun 2010 - Jun 2011 (1 year 1 month) Programmer Analyst Cognizant Technology Solutions   Industry Call Center / IT-Enabled Services / BPO   Specialization IT/Computer - Network/System/Database Admin   Role Infrastructure Security   Position Level 1-4 Years Experienced Employee   Monthly Salary PHP 32,000   Coordinates interactions across all channels in "real time" respond to requests for technical assistance in person, via phone, electronically diagnose and resolve technical hardware and software issues research questions using available information resources advise user on appropriate action follow standard help desk procedures log all help desk interactions administer help desk software redirect problems to appropriate resource identify and escalate situations requiring urgent attention track and route problems and requests and document resolutions prepare activity reports stay current with system information, changes and updates       Aug 2009 - Apr 2010 (9 months) Escalation/SME Microsoft Phillippines Sutherland Global Services   Industry Call Center / IT-Enabled Services / BPO   Specialization IT/Computer - Software   Role System Analyst   Position Level 1-4 Years Experienced Employee   Monthly Salary PHP 27,000   To keep updated on subject areas of expertise.. monitoring internal association and external resources. To assist in identifying emerging trends related to Windows 7 Coaching and Training Checking Escalation Tickets Follow up with the escalation issues Updating Kb articles in Microsoft Website       Dec 2006 - Jun 2009 (2 years 7 months) Senior Tech Support TELUS International Philippines   Industry Call Center / IT-Enabled Services / BPO   Specialization IT/Computer - Hardware   Role Technical Support   Position Level 1-4 Years Experienced Employee   Monthly Salary PHP 17,000   responsible for maintaining a professional and satisfied relationship with clients and customers providing product and service troubleshooting while educating about the features and benefits of their purchase/subscription. uses knowledge bases and proprietary troubleshooting techniques to resolve a customer’s technical issue in a timely and cost-effective manner that doesn’t entail product/part replacement or service cancellation. maintaining client relationships through Technical Support for existing and potential customers who have questions and concerns about a product or service.       Education 2005 Arellano University Bachelor's/College Degree in Hospitality/Tourism/Hotel Management | Philippines   Major Foreign Service       Skills Intermediate Technical Skills       Languages Proficiency level: 0 - Poor, 10 - Excellent Language Spoken Written English 8 8       Additional Info Expected Salary PHP 70,000 Preferred Work Location National Capital Reg, Central Luzon, Anywhere in Singapore Other Information     Microsoft Windows 7 Seminar/Training Product Specific ITIL online trainining Communication Training Hardware and software training Knowledge for Windows and Microsft exchange servers Active directories and Outlook Trainings Basic mainframe knowledge       About Me Age 29 years Telephone Number (- Address No 38 Unit 1 Ferrer Compound Brgy Pinagbuhatan, Pasig City, Central Luzon, Philippines Nationality Philippines