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تم إلغاء حظر المستخدم بنجاح
Mary Michelle Sumulong, IT Service Desk Coordinator

Mary Michelle Sumulong

IT Service Desk Coordinator·Penta Corporate Hosting Limited

الإمارات العربية المتحدة

بكالوريوس, Information Technology

الخبرة العملية

مجموع سنوات الخبرة: 19 سنوات, 8 أشهر

IT Service Desk Coordinator

أبريل 2016 - حتى الآن

Penta Corporate Hosting Limited

دبي، الإمارات العربية المتحدة

أبريل 2016 - حتى الآن

• Responsible for daily service desk functions, addressing all incoming support requests via email, phone and ticketing portal
• Prioritize the clients’ requests/incidents and assign the ticket to the appropriate engineer
• Handle new incidents reported by the clients or detected by the monitoring tools
• Work with the IT Service Desk Manager to ensure that requests are resolved in a timely manner according to the SLAs
• Provide L1 support to clients’ technical issues
• Handle the clients’ requests following our procedures (SOPs)
• Schedule the engineers’ on-site visits to the clients’ offices

مجال الشركة:
خدمات تكنولوجيا المعلومات
الدور الوظيفي:
تكنولوجيا المعلومات

IT Specialist

سبتمبر 2012 - سبتمبر 2014

Farah Leisure Parks Management LLC.

أبو ظبي، الإمارات العربية المتحدة

سبتمبر 2012 - سبتمبر 2014

• Facilitated IT Systems End User Support for both Ferrari World Abu Dhabi and Yas Waterworld AUH
• Resolved day-to-day Incidents in the Theme Parks and Back Office
• Delivered hardware/software requirements and other Service Requests of the End Users
• Documented all incidents and requests by furnishing a report for each call and e-mail using TSRM IBM Tivoli Service Request Management
• Troubleshoot issues on the Point-of-Sale System (Infogenesis) and Park Ticketing System (OMNI)
• Administered User Accounts and Workstations in Active Directory
• Managed End Users mailbox in MS Exchange
• Followed specific call flow and regulations and made use of the research tools and equipment in resolving issues
• Served as the back-up of the Service Owner and IT Service Delivery Manager
• Collaborated with various Vendors in order to perform end-to-end support
• Gained the employee of the month award for taking over the Application Support of one of the Revenue Applications in the Theme Park, while the Service Owner is on leave
• Led the Colleague Engagement Committee for IT
• Mentored new IT Specialists
• Developed useful departmental documents (SOP and Policies)
• Volunteered as a Departmental Trainer for IT and conducted departmental training whenever required
• Demonstrated Technical Skills: Windows OS, Cisco / Juniper VLANs, Cisco Call Management System

مجال الشركة:
الضيافة والسكن
الدور الوظيفي:
تكنولوجيا المعلومات

Support Associate

أكتوبر 2006 - مايو 2012

Kamal Osman Jamjoom Group LLC

دبي، الإمارات العربية المتحدة

أكتوبر 2006 - مايو 2012

Service Desk Role:
• Provided Level 1 IT support to back-office and Retail Outlets all over the Gulf Region
• Resolved IT Incidents and Service Requests
• Developed Technical User Guides for the End Users
• Trained the Call Center Agents and IT team on Request Management and Incident Management for Nimsoft Service Desk (Service Desk Tool)
• Managed team performance by implementing Incident Management reporting and analysis
• Produced the company-wide IT Monthly report and analysis (Telephone, Printer, Internet, and Service Desk) for the Department Heads
• Produced Service Desk weekly/monthly report and analysis
• Managed IT Purchasing, Asset Management and Vendor Support
• Led transition from old Service Desk tool to the new tool (Nimsoft Service Desk)
• Collaborated with the major Telecom Company to manage the Telephone Lines application for new and existing branches/outlets
• Initiated weekly team meetings to improve team metrics
• Managed IT Purchasing & Asset Management
• Led projects involving the improvement in Service Desk
• Trained new Service Desk staff
• Achieved employee of the quarter award for the Service Desk improvements

Project Management Role:
• Managed internal IT Project Management:
o Developed project plans in Enterprise Project Management Tool
o Created business case and necessary documents for the project
o Collaborated with the Project team and PMO to deliver the project on time
o Alerted the business on the variation in the project (schedule, cost)
• Liaised the IT Change Management and IT Enhancement Requests
• Improved the IT Project processes and procedures

مجال الشركة:
البيع بالتجزئة وبالجملة
الدور الوظيفي:
تكنولوجيا المعلومات

Product Support Representative

ديسمبر 2004 - أغسطس 2006

Link2support Inc.

الفلبين

ديسمبر 2004 - أغسطس 2006

• Remotely setup and troubleshoot wired network adapters, hubs, switches, wired routers, wireless network adapters,
wireless routers, gaming adapters, and Wireless-N devices for Linksys customers in North America
• Answered and logged inbound calls from Linksys customers to the company’s Call Center System Management tool
• Resolved and closed all the calls within the agreed method, time, and standard
• Attended technical and soft skill trainings to ensure that KPI is met as per the company’s quality standard
• Participated in weekly and monthly team meetings
• Worked in shifting schedule
• Managed a team of twelve that troubleshoots Linksys Networking Devices for North America
• Managed client relationships at all levels
• Trained new interns in the Product Support Department

مجال الشركة:
الاستعانة بالمصادر الخارجية للعمليات التجارية
الدور الوظيفي:
تكنولوجيا المعلومات

التعليم

St. Paul University

مارس 2005

مارس 2005

بكالوريوس، Information Technology

الفلبين

Awards: Best Thesis Award (gold medalist)-developed a “Computer-Based Water Billing System” (front-end: VB 6.0; back-end: MS Access), Community Extension Service Award (medalist)
عرض المرفق

Skills

Service Desk
Expert
Service Desk
Expert
Product Information Management
Expert
Product Information Management
Expert
Telephone Support
Expert
Telephone Support
Expert
Call Center Development
Expert
Call Center Development
Expert
Associate Training
Expert
Associate Training
Expert
Typing
Expert
Typing
Expert
Negotiation Skills
Expert
Negotiation Skills
Expert
Network Connectivity
Intermediate
Network Connectivity
Intermediate
Customer Service Skills
Expert
Customer Service Skills
Expert
Microsoft Office
Expert
Microsoft Office
Expert
Service Desk / Helpdesk Ticketing Tool
Expert
Service Desk / Helpdesk Ticketing Tool
Expert
Service Desk
Expert
Service Desk
Expert
Product Information Management
Expert
Product Information Management
Expert
Telephone Support
Expert
Telephone Support
Expert
Call Center Development
Expert
Call Center Development
Expert
Associate Training
Expert
Associate Training
Expert

اللغات

الانجليزية
متمرّس
التاغلوج
متمرّس

التدريب و الشهادات

الشهادات
ITIL v2 Certification
Jul 2007
ITIL v3 Certification
Apr 2011

الهوايات

  • Volunteer works in the church community