Maria Ferinna Monasterial Email & Phone Number

United Arab Emirates

• Plays a role in the development of performance and process policies aimed at driving improvements within the team and performs mid-year/year-end performance reviews to track progress
• Oversees daily service desk operations following ITSM best practices to provide quality customer service
• Coaches the team to impart knowledge and promote efficient and effective resolution of issues
• Monitors ageing and high priority cases to push it to resolution and generates retrospective reports
• Handles escalation management with the needed quality from start of escalation until resolution
• Tracks and analyses compliments, comments, escalation and readily gives the feedback to the team

Abu Dhabi, United Arab Emirates

• Answered user queries and provided support for day to day IT issues ensuring satisfactory service and customer care while promoting best practices
• Performed troubleshooting, aimed at first call resolution, to identify and resolve the issue in a timely manner
• Supported laptops, printers, smartphones, tablets as well as standard and client applications
• Escalated and coordinated with key vendors, resolver groups/departments and/or internal points of contact
• Handled issues pertaining to network connectivity, VPN, Windows OS, and MS Office applications
• Managed email/messaging configurations and troubleshooting with Exchange Management Console

Al Barsha 1, Dubai, United Arab Emirates

-Provides 2nd level support to all UAE users when an incident is escalated by the Weatherford Service Desk Team, including support to VIP/top management issues -Shares resolution steps/documentation to unique issues encountered to the entire IT staff via knowledge transfers, trainings and meetings -Facilitates asset inventory and requests for.

Singapore

 - Managed helpdesk analysts providing technical assistance over the phone and/or email, overseeing their work to ensure effectiveness and efficiency of customer service provided- Coached and supported analysts through to call resolution at first contact to gain customer satisfaction - Generated status reports of high priority cases (for management.

NCR - National Capital Region, Philippines

• Provided technical assistance and handled support enquiries, over the phone and/or email, from users of a US based TELCO/ISP
• Troubleshooting and repair of DSL connectivity, network connection (LAN/WAN) and router configuration
• Served as Tier 2 answering inquiries, real time or by phone, of agents in order to increase the efficiency and effectiveness of support resources and services
• Served as Primary POC for skeletal support (Holidays/Weekends/Off-tour/Disaster and Recovery Events)
• Coordinated Critical disaster procedures (outage, planned downtimes, maintenance) by implementing BCP
• Managed clients requesting to expedite onsite support maintenance / completion on RFC and provisioning