Ruby Raymundo Email & Phone Number

Rodriguez, Ph

Quezon City, National Capital Region, Philippines

• Understand the user stories and their acceptance criteria.• Identify risks and mitigate these wherever possible.• Execute test cases and document results for test case execution.• Execute test cases/scripts and log defects as necessary.• Responsible for ensuring that the software meets the original design specification.• Suggest and help implement process improvements both within the QA group.

Quezon City, National Capital Region, Philippines

Quezon City, National Capital Region, Philippines

• Provide various levels of troubleshooting that include password resets, network issues and application issues.• Act as a single point of contact for phone calls, chats and emails from staff regarding IT issues and queries.• User query/issue handling. Ensuring user queries or issues are captured, validated, and triaged for further processing.• Ensure that various types of information are communicated to users through the appropriate channel(s).• Identify and diagnose issues and problems• Categorize and record reported queries and provide solutions• Advise users on the appropriate course of action• Monitor issues from start to resolution• Do roster/account creations and attritions/deactivation of terminated users.• Escalate unresolved issues where necessary to a higher level of support.• Provide essential online security advice and support• Performing remote sessions to easily resolve users’ issues.• Active Directory knowledge. Creating user accounts, resetting passwords, creating groups.• Tools: Active Directory, Jira, Avaya, Nice App, Zendesk, Slack, Google Workspace

Makati, National Capital Region, Philippines

• Respond to the client's issues on the Master Terminal Operating System (TOS Application).• Interact directly with users to obtain additional information or to provide status updates/resolutions.• Perform replication and troubleshooting of the issues.• Coordinate/escalate the issues to the second-level supports.• Ensure Service Level Targets for Case Response times are met.• Proper documentation of the issues for future reference. • Update Knowledge Base upon resolution of a support issue to document the solution for future reference.• Perform a monthly regression testing of Master Terminal Application.• Tool/s: TFS(Team Foundation Server ticketing system)

Pasig, National Capital Region, Philippines

• Provide technical support to the Home-Based Online English Teachers via Chat or Remote Connection.• Conduct daily follow-ups with the Teachers regarding technical concerns, system checks, lesson plotting and schedule/attendance monitoring.• Proper documentation of the complaints that need investigation and resolution for tracking.• Coordinate with other teams to resolve other issues encountered by Home-Based Online English Teachers.• Customize teachers' computer hardware to meet user specifications.• Tools: LiveAgent, Zendesk, Skype, QQ, Team Viewer

Pasig City

• Provide technical assistance to the end-users of DSL regarding internet connections via phone.• Coordinate the issue with the network engineers and field technicians via email and phone.• Network monitoring and maintenance.• Network hardware and software installation, configuration, maintenance support and troubleshooting (routers,server, firewall, and local email system)• Create and receive trouble tickets.