Maricel Ronquillo Email & Phone Number

Auckland, Nz

26 The Warehouse Way, Northcote Point, Auckland 0627

*Provide 1st level support to internal users via face-to-face (walk-ins), phone and email.*Provide after office hours (on-call) support.*Create and manage Incident tickets and IT Knowledge Base.

Singapore

*Ensures internal IT Reports are accurate and distributed on time to the business owners. These includes Incident, Service Request, Problem and Change tickets.*Ensures all Audit review required by PWC are met.*Assisted in the deployment of IT Asset Management in the Remedy tool.*Managed Control of IT documents via Sharepoint.

Singapore

*Quality Assurance of IT tickets to ensure compliance to IT Standard Operating Procedures and ITIL alignment.*Generates tool's reporting for daily/weekly/monthly reports.*Developed training materials and conducted training sessions on IT processes to achieve accurate data for reporting and analysis.*Performed tests for bug fixes and enhancement of Remedy tool before Production roll-out.

Philippines

• Coordinated the build-up of IT global helpdesk office on site. Ensured all needed equipment and staffs were adequate for the team.• Conducted screening and interview of IT Helpdesk analysts.• Served as the POC for the client and local management.• Performed team scheduling and ensured 24X7 support on the desk.• Actively participated in the revision of SLA, SOPs, GoAligns, and team’s Wiki page.• Contributed in revising some escalation procedures and/or triage processes.• Represented the team on Open Tickets, Incident Management, System Quality and other meetings.• Conducted team presentation to partner sites and Call Centers.• Conducted trainings and skill transfer on different Call Center tools to the team.• Coordinated and facilitated different on-site and off-site team meetings/buildings.• Other collaterals that have helped PHL Call Center increase its revenue i.e. Budget Forecast, Comm, GA, KIR, etc.