Sucy ella V.
INCIDENT MANAGEMENT / HTML / CSS / PHP / WORDPRESS / JOOMLA
Last active: 12/07/2012
GLOBAL SUPPORT ASSOCIATE, SERVICE DESK CENTER
Monitors the Global Infrastructure of the company through various monitoring tools and respond to service interruption alerts and alarms escalated by the Local IT Group per Region.
Responsible in handling issues escalated by inbound call, email (email captain duties), etc. Asking appropriate questions to accurately identify incident nature.
Log and record the reported incident and provide the customer with a unique ticket number as reference in tracking the status of the issue via the ticketing system.
Assess priority of the incident and escalate to the Client Support Group or to the Corporate Engineers as needed. Follow the proper troubleshooting process and procedures stated on the Client Escalation Documents and the Level 1 Matrix.
Sending out timely notification alerts and updates that clearly communicate the incident to affected parties and the technical support group handling the issue.
Assist corporate users on all Helpdesk concerns.
Troubleshoot PC based issues, applications and Internet connectivity.
Analyze and triage requests to the appropriate owner if it does not fall under the Service Desk scope.
AT&T MANAGED HOSTING OPERATIONS – TIER 1
Performing client specific “challenge/response” dialogue to confirm authenticity of the call.
Determining if previous AOTS ticket was opened; if so, provide status to the caller.
Opening a ticket with proper documentation detailing the problem and identifying the correct ‘severity’.
Engaging different internal and external groups based on analysis of customer's issues (e.g. data center, network, server, firewall, etc.)
o update customer with current status of ticket
o process tickets accordingly and ensure that customer's updates are relayed to proper internal / external groups
o notify customers and close ticket once the issues have been resolved
FREELANCE WEBDESIGNER / WEB ADMINISTRATOR
Consult with clients to develop and document web site requirements.
Prepare mock-ups and storyboards.
Develop web site architecture and determine hardware and software requirements.
Source, select and organize information for inclusion and design the appearance, layout and flow of the web site.
Plan, design, write, modify, integrate and test web-site related code.
Update web site on a regular basis based on client specifications.
Handle client’s business account
Entering invoices and work sheets
Work on purchases, payments, and receivables
Monthly account reconciliation and entering credit card invoices