MARY GRACE JACOB-MANESE
665A San Ignacio St. Brgy
Plainview Mandaluyong City-
IT/TECHNICAL SUPPORT HIGHLIGHTS
Technical Support Skills:
Quality Assurance and Incident Coordinator
Remote Troubleshooting Desktop, Mobile and Servers
Specific Installations
Diagnosing, Troubleshooting and Optimizing Windows OS
Video On Demand Software/Hardware Troubleshooting
Basic Knowledge in Linux, Unix, MSSql and MySql
Knowledgeable in Server 2003 and 2008
Leadership
Presenting the team’s weekly, monthly, quarterly and annual
reports
Communicating with the client and counterpart for updates
Managing and evaluating performance of the Tier1 and Tier2
Engaging with team and client meetings
Making initial interview of candidates for open position in the
team
Training the new joiners of the team
WORK EXPERIENCE
Technical Support Engineer
SeaChange Philippines INC
March 25, 2015 – March 30, 2017
Roles:
Video server remote troubleshooting for Video On Demand
systems Software and Hardware
Team Lead (ARROW – JUMP/GeekSquad)
Accenture Manila
Quality and Escalation Team Lead
August 2013 – January 15, 2015
Roles:
Analyzing issues and creating quick resolutions
Communicating with the client and counterparts for updates
Managing and evaluating performance of the Tier1 and Tier2
Proper Documentation of the quality process
Aiding other projects if needed
Team Lead (Accenture PDC – VirtualExpressLane)
Accenture-Philippine Delivery Center Remote Support Team
September 2011 – July 2013
Accenture Manila
Roles:
Provides remote service on workstation.
Performs Software Installation such as MS Office Applications,
Antivirus, Printer, Broadband etc.
Performs Email, Printer and Network configurations.
Performs Workstation Enablement such as admin rights, usb,
dvd/cd, floppy etc.
Responsible for creating tickets for service/incident request.
Responding to queries on the progress of the service/incident
request by means of providing proficient chat/email communication
with end-customers.
Access Active Directory for verification.
Domain Account Creation/Deletion.
Remote Desktop Specialist (ARROW - Sprint)
Level 2 Phone Support (Pilot Project)
March – August 2011
Roles:
Provides remote service on client mobile phones.
Performs Software Installation such as Applications, Firmware
Upgrade etc.
Responding to queries on the progress of phone support by means
of providing proficient chat communication with end-customers.
Fills out Log forms with accurate, complete and detailed information
for tracking and record purposes.
Remote Desktop Specialist (ARROW – DELL)
Level2 Desktop Support (Pilot Project)
(October – December 2009)
Remote Desktop Specialist (ARROW – AT&T)
Level2 Remote Support
Mcafee Installation (Pilot Project)
(July – October 2009)
Remote Desktop Engineer (ARROW – JUMP/GeekSquad)
Q.A., Blackbelt /Level2 Agent
Aug 1, 2007 – 2011
Roles:
Performs advance remote PC diagnostic and repair on client
computers.
Performs in depth analysis, diagnosis and immediate resolution
of client computer issues.
Performs Software Installation (Anti-virus and Anti-spyware)
Responding to queries on the progress of the PC repair by means
of providing proficient chat communication with end-customers.
Remote Desktop Specialist (Geek Squad/Black Ops)
Teletech Holdings Inc. -Novaliches Site
Remote Support
Aug 18, 2006 – July16, 2007
EDUCATION
Bachelor of Science in Information Technology
Polytechnic University of the
Philippines (2002 – 2006)
PERSONAL INFORMATION
Marital Status
Birth Date
Birth Place
Married
January 13, 1986
Quezon City
TRAININGS ATTENDED
ITIL v3 Certified
Accenture Manila
October 27, 2014
Basic Understanding and Command for LINUX/UNIX
Seachange Philippines
November 2016
Professional Verbal and Written Communication
Accenture Manila
November 2014
Supervisor 101
Accenture Manila
December 2014
MAC Basic Troubleshooting
Accenture Manila
August 2012
Windows Vista Pre-Setup and Optimization
Accenture Manila
December 2007
Grammar and Electronic Mail (GEM) Training
Teletech Nova Site
May 8 -19, 2007
Accent and Communication English (ACE) Training
Teletech Nova Site
May 22, 2007 – June 02, 2007
December 01 - 23, 2006
Achievements
Business Operator Awardee
Accenture’s Agila Award Q1
December 2015
