Edward Jonathan Cuenca Email & Phone Number

National Capital Region, Philippines

Manage/Responsible for assisting Project Managers in Implementing new Orders. Manage projects with specific focus on deliverables, task, and due dates. Ensuring projects adhere to frameworks and all documentation is maintained appropriately for each project. Ensure project deadlines are met. Convey timelines, deliverables, risks, delays and impacts to project team members and lead teams as required. Create, establish, and maintain all required project related documentation. Coordinated with internal resources, where required to deliver on project related task. Meets with project team members to identify and resolve issue. Responsible for own workflow assignments and take initiative to resolve problems and meet deadlines.

Philippines

Provided first level support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfillment processes, in line with Service Desk Objectives. Troubleshoot basic network issues such as ADSL broadband issues. Escalate unresolved calls to the infrastructure support team. Configuration and resetting the network access accounts whenever required. Escalate issues in a timely manner and propose alternatives

The primary responsibility of this position is to support the Quality Administrative Platform (etalk) team through direction of the Quality Product Manager. This position is responsible for tasks that ensure the completion of the quality monitoring process and effectiveness of the etalk monitoring tool enterprise wide. Support the Quality Monitoring application through system set-up and development, product upgrade support, training coordination, support box L1 support, information gathering, troubleshooting, and administrative system updates.

Ncr - National Capital Region, Philippines

JP Morgan Chase & Co.Service Desk – Solution 1. Oct- 2011 - Sept 2014• Provided in-depth technical knowledge for Chase employees’ hardware and applications for all Mortgage Banking support needs.• Provided non-technical application support for Originations, Servicing, and Default, Consumer Direct, Auto Finance, Student Loans and Chase Home Ownership Center employees.• Provide feedback that will help streamline processes, reporting and analytics, or knowledge objects/K1 updates.• Provide Inputs regarding call trends. Support Solution 1 projects by testing & providing inputs and recommendations to drive positive change.• Assist with projects, engage when needed, and report/provide feedback on projects/releases (pre/post assessment). Participated in CLOSR log in Testing.• Support and reduce customer issues. Call reduction initiatives.• Escalate issues in a timely manner and propose alternatives.September 2014 – June 2015Financial Service Advisor-Description• Speak to consumers and bankers regarding approved auto loan applications• Receive inbound calls and make outbound follow up calls• Ensure approved amount, APR, term, payments, estimated state fees, funding conditions & closing instructions are communicated verbally with consumer/banker• Ensure all information is obtained and checked for accuracy prior to document preparation• Facilitate and schedule loan closings at Chase branches

Education record

Education record