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• Maintains individual Personal Development Plans by organizing trainings of good quality in order to promote growth, and conducts daily standups, team huddles, knowledge transfers to upskill the team• Conducts candidate interviews and facilitates new hire transitioning and trainings • Responsible for management of staff resources and schedule to ensure that the entire shift is covered• Performs quality monitoring of cases logged on a bi-weekly basis and real time feedback to agents on daily basis regarding ticket hygiene• Responsible for IT service desk project implementation from planning stage to closure while maintaining Agile/Scrum methodologies• Notable projects include Apple DEP implementation, iOS & MAC transition to D14, Katim rollout, Jira SD• Responsible for coordinating resolution of outages, outage ticket process, communication, and RCA

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• Responsible for Windows account creation/administration using Active Directory• Created shared drives, access groups, as well as, managing access/permissions for these folders• Recorded accurate customer problem logs and details via ticketing system used for escalations, data extraction, and reporting to ensure data integrity used for analysis and continuous improvement resolving issues• Reported any issue that may potentially impact/degrade service provided to customers• Performed tasks related to project management as a product owner

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 hardware/software from spare stock -Creates Cisco desk phone extensions for UAE staff and leads the quarterly clean-up (removal) of said extensions as a cost saving project -Supports smart phone related issues and spearheads the quarterly management of non-configured mobile phones as a compliance initiative -Configures, installs, and maintains PC related hardware, software, smart phones, associated printers and peripherals, guest network access, and related client software-Assists in the configuration, installation, and maintenance of network-related hardware, software, and services such as file servers, print servers, and network routers/switches. -Assists in network server related hardware and software components, such as file servers, print servers -Supports the IT Infrastructure of the Weatherford Offices, troubleshoots and resolves/escalates issues pertaining to systems and networks -Investigates structured cabling systems, active network, core/edge devices and wireless access points

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 review) and performed action items to push ticket thru to resolution - Team Scorecard KPIs are consistently met through active/real time updates, coaching & monitoring- Handled escalated calls/complaints from customers requesting to expedite resolution of issues- Coordinated with key vendors or internal resolver groups/points of contact whenever necessary- Managed the helpdesk team roster (annual leaves and sick leaves) and monitored individual break/aux adherence to ensure adequate staff coverage, for both phone and email, during shift.- Facilitated the transitioning of new hires (technical and process training/knowledge transfer)- Performed quality monitoring of calls/cases logged on a weekly basis and participated in internal quality calibrations on a bi-weekly basis- Communicated relevant information to management such as any issue that may potentially impact/degrade service provided to customers, as well as, recommendations for changes or improvements in processes- Served as liaison for government/agency-wide outages (in charge of coordinating with the command center) directly impacting the stability of services provided to clients- Conducted meetings/orientations on government/agency wide updates and advisories as well as refresher trainings for tenured staff covering new processes or implementation of existing ones- Performed Case Reviews for contact center project targeted to decrease escalation to AD Team by upskilling Level 1 analysts on AD management and configuration

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• Managed high-profile client cases (Escalated/ Aging / Chronic tickets) through to resolution• Technical and Soft skill coaching for a team of 10-15 agents via SBS/Recorded/Remote call and ticket monitoring• Supervised staff resources thru Avaya CMS (ACD, ACW, AUX time, login/logout) • Managed staff schedule, in case of attendance issues, to ensure that the entire shift is covered• Coordinated schedules and facilitated in training new SMEs and L1 analysts• Participated in monthly QA and Product Calibration to improve/maintain support consistency (site-wide)• Highly participative on support initiatives/special projects targeting process improvement and customer service experience from conceptualization to implementation• Managed product and support knowledge by populating knowledge-portal with workarounds/how-to’s/FAQ’s to improve first level resolution• Attended educational workshops and read professional publications to keep abreast and maintain professional and technical knowledge• Performed admin tasks as required (maintaining supplies inventory, ensuring operation of computer equipment, booking rooms and conference/meeting facilities, taking minutes in meetings, arranging in-house events and decoration)