Karen Riano

Aspire Zone Foundation
Doha, Qatar
Position Held: IT Service Desk Officer
June 25, 2012 to Present
Duties and Responsibilities;
• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
• Receiving, logging and managing calls from internal staff via telephone and email
• 1st line support - Basic troubleshooting of IT related problems from in-house software to hardware, such as Laptops, PCs, Scanners and Printers
• Troubleshoot basic network issues
• Escalate unresolved calls to the infrastructure, Application and Media Electronics support team.
• Log all calls and emails in the Service Desk Call Logging system.
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all Service management principles
• Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
• Provide stats for the weekly Service Desk report on call trends
• Publishing support documentation to assist staff with requests for information & provide staff training if required
• Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
• Act as a temporary secretary to Chief Advisor
• Receiving and distributing all internal and external documents and Memo's.
• Create and Generate Memo's for all IT departments for internal and external section.
• Create temple, playlist and display on Digital Signage Screens like Videos, Pictures, TV Channels in ODS software for Media Electronics.
• Receiving calls and emails for non IT related work such as transport, removal permit, work request, office management and landscape request.


Globe Telecommunication, Inc.
Globe Telecom Plaza
Pioneer corner Madison St.
1552 Mandaluyong City
Store assign: 3rd floor Globe Telecom SM City Bacoor Aguinaldo High-way Bacoor, Cavite

Position Held: Retail Service Assistant (Customer Service)
March 06, 2010 - March 23, 2012
Duties and Responsibilities;
• Perform as a Retail Assistant or Customer Service Representative; handling handy phone line, broadband (Internet and Landline) applications and walk in inquiries.
• Accepts, analyzing document presented, system checking using Integrated Customer System, cashiering both prepaid/postpaid, and handset demonstration.
• Tracking subscribers exact location using DP Locator System and GEM SITE, reserving a slot using Integrated Customers Care and Billing System
• Creating and encoding subscribers information's
• handling after sales transaction in both handy phone and broadband, modify account (i.e. request for change of plan, activate/deactivate any subscription/products, bundling and unbundling service

MERITS AND AWARDS
Outstanding BroadBand After-Sales Service for the month of August and

September 2010
Outstanding Mobile After-Sales Service for the month of October 2010

BPI (Bank of the Philippine Island)
Ayala Avenue Corner Paseo de Rojas
Makati, City

Position Held: Self Service Banking 24/7
April 2009 - December 2009
Duties and Responsibilities;
Giving a knowledge to the client what 24/7 self service banking is
• Assisting clients in enrolling their accounts in different channels (online, mobile and phone)
• Promote the Products and Services of the BPI like Credit Cards, Loans, and Savings Account
• Planning and analyzing market strategies
• Company on call and caravan
• Helping the client/s in new accounts requirements
• Reach the daily quota.


BDO (Banco de Oro)
BDO Corporate Center Makati Avenue
Makati City

Position Held: Admin Clerk / Secretary
May 2008 - March 2009
Duties and Responsibilities;
• prepare and manage correspondence, reports and documents
• organize and coordinate meetings, conferences, travel arrangements
• take, type and distribute minutes of meetings
• implement and maintain office systems
• maintain schedules and calendars
• arrange and confirm appointments
• organize internal and external events
• handle incoming mail and other material
• set up and maintain filing systems
• set up work procedures
• collate information
• maintain databases
• communicate verbally and in writing to answer inquiries and provide information
• liaison with internal and external contacts
• coordinate the flow of information both internally and externally
• operate office equipment
• manage office space