Mayda S. De Guzman

DE GUZMAN, MAYDA SAMIA Block 1 Lot 91 Carnation St. Palmera Springs 1 Brgy. 175 Camarin, Caloocan City-- OBJECTIVE: To be a locally responsive, globally competitive Subject Matter Expert. To handle and manage team effectively to reach and accomplish program and client target. WORK EXPERIENCE: Expert Global Solutions Senior Subject Matter Expert/Team Manager DELL Hardware Technical Support Department for Consumer and Small Medium Business 16/F Eton Centris Cyberpod Three Brgy. Pinyahan EDSA cor. Quezon Avenue, Quezon City March 10, 2014 – January 31, 2016 Stream Global Services International INC. Agent Support Group/Technical Support Professional 2/Assistant Supervisor Windows Operating Systems and Xbox consoles 2/F Worldwide Corporate Center Shaw Boulevard Barangay Highway Hills Mandaluyong City 1552 October 1, 2012 – January 25, 2014 Convergys Philippines Escalation Manager/SME Warranty Service, OLAM and Billing Specialist 4th floor Convergys Glorietta 5, East Street Ayala Avenue, Makati City March 2012 – September 29, 2012 Teletech Customer Care Management Inc. Subject Matter Expert for TELSTRA FOXTEL Back of House/Office Order Management Specialist Bldg. 4 SM City Pampanga, Lagundi Mexico Pampanga January 2011 – March 2012 EDUCATIONAL ATTAINMENT: COLLEGE: Don Honorio Ventura Technological State University (DHVTSU) Bacolor, Pampanga Bachelor of Science in Secondary Education Major in English Undergraduate- International Baptist College and Seminary (IBCS) Mandaluyong City Bachelor of Science in Secondary Education Major in English- SKILLS:  Microsoft Certified Engineer (A+) for Windows Operating Systems, Xbox Consoles and DOS based (OS)  Communications - Good written and verbal presentation skills. Use proper grammar and have a good speaking voice.  Ability to manage and handle a Team effectively.  Analyze and make scrub reports for Team Case Management and Repeat Parts/System Dispatches. SEMINAR ATTENDED: EGS Management and Leadership training Management tasks, reports, agent handling, coaching essentials and multi-tasking 16/F Eton Centris Cyberpod Three Brgy. Pinyahan EDSA cor. Quezon Avenue, Quezon City March 10, 2014 - April 10, 2014 DELL L2 academy certification and up training quarterly New systems/Parts and System dispatches/Known and engineering issues/Common fix. 1800 Bldg. Dell International Services, Eastwood City, Quezon City October 2014 - January 2016 Original Xbox 360, Xbox 360 S, Xbox 360 E and Xbox One consoles L2 Certification training quarterly Universal Agent (handles and supports Accounts, Billing, Connectivity and Hardware issues). 2/F Worldwide Corporate Center Shaw Boulevard Barangay Highway Hills Mandaluyong City 1552 December 2012 Windows older versions of Operating System and Windows 8 Microsoft Certified Engineer L2 Certification training quarterly 2/F Worldwide Corporate Center Shaw Boulevard Barangay Highway Hills Mandaluyong City 1552 October 2012 SOTB Bundles Training L2 Certification training quarterly Back of House/Office Order Management Specialist Bldg. 4 SM City Pampanga, Lagundi Mexico Pampanga January 2011 Warranty Service Training (Voice) Escalation Manager L2 Certification training quarterly Warranty Service Specialist 4th floor Convergys Glorietta 5, East Street Ayala Avenue, Makati City April 2012 OLAM and Billing Training (Chat) OLAM and Billing Specialist 4th floor Convergys Glorietta 5, East Street Ayala Avenue, Makati City June 2012 and September 2012 Finishing Course for Call Center Agents Asiaworks Training Solutions, Inc. 4th Flr. Freluz Bldg., Olongapo – Gapan Rd., Dolores, City of San Fernando, Pampanga June 11 – July 9, 2010 PERSONAL INFORMATION: Birth Date: April 28, 1991 Civil Status: Single Nationality: Filipino CHARACTER REFERENCES Jennifer Vanessa Mae Tolentino Resolution Specialist/SME Manager/Operations Manager 16/F Eton Centris Cyberpod Three Brgy. Pinyahan EDSA cor. Quezon Avenue, Quezon City -) Krishan Adriano Stream Team Manager 2/F Worldwide Corporate Center Shaw Boulevard Barangay Highway Hills Mandaluyong City 1552 -) Ryian Cabigting Supervisor 4th floor Convergys Glorietta 5, East Street Ayala Avenue, Makati City -) Juan Paolo C. Dunglao Supervisor Teletech Customer Care Management Inc. Bldg. 4 SM City Pampanga, Lagundi Mexico Pampanga -) Ms. Bless T. Fernandez Soft Skills Trainer Asiaworks Training Solutions,Inc. Dolores, City of San Fernando, Pampanga -) Mrs. Mildred M. Crisostomo English Professor Don Honorio Ventura Technological State University Bacolor, Pampanga -) I hereby certify that the above information are true and correct to the best of my knowledge and belief. Mayda S. De Guzman