Maria Jessa Cruz

• Install and configure computer hardware, software, printers and scanners

• Respond in a timely manner to service issues and requests

• Provide technical support across the company (onsite, over the phone, remote)

• Set-up Office 365 accounts for new users

• Repairing and replacing IT related equipment

• Set-up up hardphone and softphone for users

• Communicating with vendors regarding requests and incidents encountered.

• Office 365 troubleshooting and resolution

Technical Expertise

• Windows 10

• MS Office applications

• Office 365 Administration

• ZOHO Ticketing System

• Troubleshooting and Problem Resolution

Projects

• Automated SharePoint Forms with Approval Workflows using Office 365 Power Automate

• Management and administration of the Change Management Process itself.

• Escalation point for all the Change Management issues.

• Employ a wide variety of techniques to generate and maintain project momentum and achieve desired results in the planned timeframe.

• Support the execution of change plans by front-line managers.

• Present the SLA Reports for (Change Management) in Daily Service Review with the Service Level Management.

• Work with other support disciplines (Incident, Problem, Asset and Configuration Management Team) to address operational support issues and drive solutions forward.

• Analyze processes to ensure maximum availability through change management reviews effecting complete implementation and test/back-out plans and coordinates enterprise-wide changes effecting consistent, repeatable results.

• Chair/facilitate CAB Meeting (Change Advisory Board) for Stakeholders.

• Generate Change Reports, coordinated change request, followed Change Management Process and procedure, prepared Weekly Reports, SLA Reports, CAB's Agenda, Minutes and chair Meetings, provide Training, Matrix etc.

• Manage the education program for Change Management and provide advice on all aspects of the process.

Technical Expertise

• Change Management Principles and Methodologies

• Customer Service

• BMC Remedy Ticketing Tool

• Reporting skills (Vlookup, pivot, etc)

• Resolve end-user IT issues such as password reset , software (e.g. Lotus Notes Client, NRA Cisco VPN Client, MS Office Applications, Remedy, SAP), Desktop and Laptop hardware problems , Internet Connectivity (LAN/WAN), and configurations.

• Install, Upgrade and Maintain Software and Hardware on Workstations (Windows XP, Windows Vista, Windows 7, MS Office Suite).

• Assist PC and network technicians by troubleshooting software, hardware, printers and other peripherals.

• Knowledge in Wi-Fi Configuration, Wireless Connectivity using Dialup, VPN & Remote Access and printer mapping. • Handle escalation from managers.

• In charge of checking the teams performance. Took ownership of unresolved technical issues and provide a central point of contact through resolution.

• Escalate requests/issues to the appropriate resolver group according to SLA (Service level Agreement).

• Provide timely status update on issues escalated and to close tickets within SLA Ensure daily tasks are executed according to SOP (Standard Operation Procedure).

• Understanding of application security concepts and Active Directory.

• Prepare End of Day Ticket Count Report using BMC Remedy to Management.

Technical Expertise

• Troubleshooting and Problem Resolution

• Customer Service

• BMC Remedy Ticketing Tool

• Reporting skills (Vlookup, pivot, etc)