Marilou Dotimas Email & Phone Number

Calgary, Ab, Ca

Calgary, Canada Area

Creating and maintaining all support schedules. Assist with invoicing and payroll preparation. Maintain and track all vacation requests for the Support Group. Assist in educating the training classes on scheduling guidelines and the general supportenvironment. Verify all the time approval submitted by staff confirming hours worked on a daily basis Assist in maintaining service levels by calling in staff on an as required basis, fillingscheduling gaps or service peaks. And also providing support for Managers as well.

• Capturing Client requests, incidents, questions using Ticketing system• Communication between Clients and their customers• Meeting or exceeding the outline KVI/KPI’s & elevate customer experience• Guiding and assisting the field technicians out there to solve the problems • Multi-tasking skills & time management to maintain high service level• Troubleshooting the root cause of the problems and providing prompt solutions• Escalating the issues to Tier-2 or Tier-3 level • Revisiting closed tickets to understand issue and their solutions for better response time

Calgary, Canada Area

Technology Infrastructure Management

Sait Polytechnic

• Worked in a team Request for Proposal format to plan, develop & upgrade the IT infrastructure from the legacy system with the latest cost effective solutions for fictitious & real clients.• In-charge of identifying the potential hardware’s to be used to improve the IT infrastructure.• Created comparison based on client requirements, advantages & cost factors, document the information & present it to the team members and then to the clients. • Created training manuals for clients on usage of Microsoft outlook, Microsoft word, Excel & other new software’s used by clients on a daily basis.

Calgary, Canada Area

Manila Philippines

• Canvass of prices of office supplies & close Purchase Orders with suppliers.• Encode Purchase Orders, Sundries receiving, Sundries Issuance Report of office & advertising supplies to the Bernardo System.• Receive, check & count deliveries done by suppliers. Monitor stock inventory of office supplies• File & organize documents related to Purchasing matters.

Manila, Philippines

• Tier 1 support to customers on credit card related issues. • Performed verification on Credit card applicants.• Reported the priority issues to tier 2 supports & track the issues to provide satisfactory customer support.

Technology Infrastructure Management

Bachelor Of Science In Computer Science