• Administered and maintained network security and connectivity of all site devices including printers, security web cams, software and computers.• Managed client to agent quality feedbacks to improve employee production quality on par with client’s needs• Created a Masterfile (via excel) to contain all progress of all employees in a day to day basis.• Created templates for employees to easily follow and report daily accomplishments• Directed daily and weekly goals and plans to employees to ensure they are aware of the criteria that they need to meet• Created daily, weekly and monthly production reports to gauge employee performances.• Created day to day and monthly shifting schedules for employees• Maintained relationships with regular clients on hardware procurements for office and operation needs.• Re-established and completed setup of computers, devices and network for back to office setup of new hires.• Interviewed new hires for a new project that would generate income for the company• Created IT Contact Processes to determine priority levels of reported IT issues.• Oversee Website development projects between client and developers from the initial contract signing up to Search Engine Optimization and Google Analytics monitoring.• Oversee and monitor with client negotiations to make sure all client software and hardware requirements are procured and setup correctly for the agents/employees.• Managing corporate exchange email accounts for all company employees• Manage company domain and webhosting renewals• Develop and update websites using Word Press

• Manage Security Protocols and Employee access by PowerShell and active directory.• High experience in system control of Human Resource Processes from Recruitment and Training to Separation using online form submissions until final approvals and acknowledgements converting the physical storage and filing system to a paperless environment.• Work with software clients in tailor fitting the HR System for ease of use of our employees and HR personnel• Plan and develop easy to export reports using Lawson coding and HTML5 web based applications• Work with stakeholders and program/department owners to better cascade software updates and developments to their leaders and associates• Create training modules and visual presentations for end users to follow easier step-by-step procedures in completing their daily tasks.• Establish and lead e-meetings and tutorials across all sites to better monitor progress and receive feedbacks for software development.

Microsoft Certified Professional: Managing Office 365 Identities and Services• Developed skills in managing webhosting applications like cloudflare, wordpress, parallels control panel• Enhanced troubleshooting with Microsoft exchange servers: 2003, 2007, 2010 and Office365• Gained experience in using Power shell with Windows Server 2012• Enhanced versatility in handling multiple customers and clients both on email, chats and calls• Contributed in distributing articles for pioneering webhosting services for the team and for the company

Microsoft Certified Professional: Microsoft Technology Associate• Developed skills in manual virus removal and registry cleanup• Acquired knowledge in checking computer services for each windows operating system and analyzing them for troubleshooting software errors• Gained experience in troubleshooting different make and model of printers on both wired and wireless connections• Enhanced multi-tasking skills in handling multiple computer issues under time pressure

• Microsoft Answer Desk (July 9 to December 12)o Developed skills in call handling and managing AHTo Acquired knowledge in supporting Windows operating systems in general, virus removal and networkingo Improved English communication skills upon daily interaction with North American and Canadian customerso Acquired practice in defusing i-rate customers and converting them good calls and additional saleso Learned negotiation skills in creating opportunities to punch in sales for out of warranty and out of scope supporto Developed multi-tasking skills in managing phone support and documentations especially when creating live reports with MS Excel• Ecolab Service Desk (December 16 to December 2013)o Active in updating KB articles for a faster and reliable support when encountering new issueso Submitted scrubbing tools for tickets created by agents in the account for managing correct assignment groupso Submitted day-end and month-to-date reports for open and pending incidents and resolutions for both phone and non-phone supporto Assisted in floor-walking support for new agents to help improve in cutting down high AHT and providing faster resolutiono Trained agents as part of a coaching staff for a Q.A. Clinic program in improving their AHT, call handling and first call resolution.o Created simple guidelines for the team wherein everyone can improve on a more reliable documentation and smoother use of Service-Now tool.