Robert Rañosa Email & Phone Number

Mandaluyong, National Capital Region, Philippines

Ortigas Center Mandaluyong Metro Manila

Manila, National Capital Region, Philippines

18/F, W 5Th Avenue Building 5Th Avenue And 32Nd Street Bgc Taguig City, Mm, Ph

• Resolve Tier 2 technical issues in a timely manner escalated from the Helpdesk for various SIRVA Relocation applications• Interact with SIRVA employees and SIRVA clients via email, chat, and phone in order to resolve Tier 2 technical issues • Take ownership of and resolve automated events cut from various systems by analyzing logs and remediating with appropriate action• Properly log all actions taken in ticketing system and create / correct knowledge documentation where required• Document/analyze trends to determine possible areas of opportunity to decrease inflow• Assist with critical incident remediation and root cause analysis by coordinating outage conference calls and follow up RCAs

15F Net Cube Center Corner 30Th Street,3Rd Avenue E-Square Zone,Bgc,Taguig City

ITIL v3 Certified • Global IT Support for all Regus employees and customers• Provides front-end and back-end support for all Regus internal and some external applications• Develop adhoc SQL scripts for reporting and datafixes• Provides an effective liaison with UK development team when services are required to provide solution• Raise JIRA/TFS tickets for confirmed systems bugs and other queries• Provides an effective, professional response and solution(s) to reported Application incidents and problems including the proficient diagnosis and problem definition of user application Faults and management of their solution• Ensures that all requests and work undertaken is logged in ticketing system and maintained effectively throughout the lifecycle of the incident• Communicate in all instances in an effective, clear, concise and professional manner with Customer Service being paramount• Provides technical assistance and training as and when requested, by Line Management to internal and external customers• Disseminates technical updates to the other members of the team as required and provide knowledgebase articles• Ensures that service requests and incidents as responded to inline with the contracted SLA (Service Level Agreements) and escalation parameters• Ensures that all client information is kept secure and not disclosed to non-Group IT personnel• Performs Functional Testing before and after new release• Handles escalation

• Senior Support Analyst for P&G employess using MetricStream and Incident Management Web Applications• Quality Assurance and Testing of the system• Maintaining the contents of the system • Assesses support inquiries to identify whether issues are system or user related.• Communicates via phone and email with clients to review issues and determine solutions.• Troubleshooting and debugging qualified system issues, and providing technical logging or database information.• Communicates with clients to better serve them in relation to their support requests.• Maintaining a consistent number of open / closed tickets.• Follows-up with clients regarding cases pending confirmation

• Handles Computer subjects from 1st Year to 4th Year High School (MS PowerPoint, MS Excel, MS Access Database and Microsoft Visual Basic .Net Programming