Kate Gienelyn Polo Email & Phone Number

Sydney, New South Wales, Australia

Singapore

● Provides first level diagnosis and troubleshooting to support the functionality of internal employees globally and develops efficient technology solutions while providing an exceptional customer service support in a call-center environment● Subject Matter Expert (SME) on specific products involving monitoring, overseeing ticket and call quality and training of employees● Support different OS platforms and technological systems such as Windows 7/10, Mac OS X, Microsoft Office 2013, Cisco/VOIP/Avaya telephony, Blackberry, Android, iOS (iPad/iPhone), and ticketing systems.

Singapore

● Deployed at Bank of America Singapore Ltd.● Responsible for level one technology support services in a global user-base inbound call center environment involving basic troubleshooting of Microsoft applications and proprietary systems via telephone and remote access.● Support different OS platforms and technological systems

Singapore

ο Deployed at Singapore Civil Defense Force Headquarters, Paya Lebarο Involved with the LAN Remediation Project to implement Network Access Control in improving computer security by unifying endpoint security technology, user or system authentication and network security enforcement. ο In-charge of administration tasks, team task coordination and management, scheduling and site visitation communication and arrangements, as the team goes around and visit all the fire stations and fire posts around Singapore to provide support for the on-going project

Cyberjaya, Selangor Malaysia

• Provides basis support to end-users by troubleshooting issues and providing technical expertise in SAP Basis and Database Administration.• Proactively perform monitoring of critical systems to capture issues.• Perform change management such as SAP and Database tuning (SAP and DB Parameter changes), Oracle patching and upgrades, Kernel upgrades, Support pack upgrades, Language installation, Table reorganization, Client copies, and System refresh.• Liaise with customer and operational manager for change management within Philips Healthcare sector.• Participates in Disaster recovery drills.

Makati City, Philippines

• Provides first level and second level Helpdesk (email/ phone) Technical Support to end users under SAP Training globally by troubleshooting, technical research on configuration problems and functional issues by creating an IT/IBC or CSS or an IT Direct (Incident Management or Service Request) tickets.• General applications and server support for SAP courses but not limited to the Instructors’/ Course material, Instructor’s Guide and any Add-on material used for SAP TrainingExample courses supported: SCM600 – Business Processes in Sales and DistributionTSCM42 – MM Procurement CourseAC010/TFIN22/FSC200 – FI/CO Courses BIT100 – Netweaver Integration Technology CoursesBO100 – SAP Business Objects BI Solution with SAP NetWeaver BWHR410 – US PayrollHA100/TZH200 – SAP HANA coursesSUS310/330 – EHS ManagementTZASE – Database Administration Sybase ASE (for SAP systems)• Mentors/coaches new members of the team and conducts knowledge transfer sessions to colleagues

Makati City, Philippines

Shift Lead (December 2011 – January 2012)Ticket Analysis and Dispatch Monitors, processe, analyzez the messages received; Creates tickets in the ticketing tool (ESP/ CSS) for customer logging issues through phone or email; Dispatches tickets to appropriate consultants when necessary. Coordination and Monitoring Informs Consultants and Managers of urgent/high visible tickets and makes sure that said tickets are processed; Informs consultants of tickets that have long processing time and makes sure that tickets are resolved ;Monitors SLA and ensures that the initial reaction time is met; Clarifies issues/concerns on any new processes implemented Master data Management Password reset, Creating/ Updating/ Deactivating Users, Key-users, and Customers and maintenance of its contracts; Managing relationships and assigning specific roles of an employee.

Makati City, Philippines

Involved in the development and stabilization phase of the Benefits Survey Processing Tools Project (BSPTP) which aimed to provide a tool necessary to conduct annual surveys by the client, Watson Wyatt Data Services (WWDS), in order to collect, analyze, and publish reports regarding the benefits, policies, and practices of companies for four Asian countries. The tools used to produce quality reports and perform quality assurance activity for this project are Visual Basic Form Application and Macro on Microsoft Excel.

Iloilo City, Philippines

Teach lower-beginner level to advanced level Korean students practical English in developing their grammar, speaking and listening skills by means of phone teaching, skype (online) or face-to-face. HR Head/Trainer (Nov 2007 – March 2008)In charge of interviewing and evaluating applicants; Orienting and training new employees. Team Leader (April – July 2008)Responsible for monitoring the team’s performance and effectiveness in teaching; Evaluates the team's individual performances and skills in teaching.

Bachelor Of Science, Information Technology

Activities and Societies: Information Technology Student Organization Member, College of Computer Studies Student Council Staff

High School