JOANA GRACE MIRANDA
Brampton,ON
Summary
- Seasoned System Administrator consistently responds to wide range of technical challenges with focused and creative approach. Highly effective at problem solving and decision making. Progressive experience marked by continuous contributions above and beyond requirements. Career achievements in large-scale project deployments. 12 years of progressive IT experience.
Overview
12
12
years of professional experience
1
1
Certification
Work History
CRM Manager
Acquire Asia Pacific Philippines (RingCentral)
06.2018 - 09.2023
- Managed Scrum team to deliver internal project requests
- Collaborated with different department to produce quality processes required by different clients
- In-charged of deployment process for configuration in Production
- Conferred with executives to advise and plan for short-term and long-term process upgrade needs.
- Managed Production changes, conducting troubleshooting, security patching, and maintenance.
- Assisted in development of long-term strategies to grow department and resources.
Process Specialist
Cognizant Technology Solutions Inc.
07.2013 - 05.2018
- As Subject Matter Expert, provided support to agents to troubleshoot Salesforce-related issues
- Responded to management escalations to turn around customer experience
- Set up and controlled user access levels across databases to protect important data.
- Proved successful working within tight deadlines and fast-paced environment.
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards, and adhere to accuracy standards.
Technical Support Representative
Telus International Philippines
04.2011 - 06.2013
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Education
Bachelor of Science - Information Technology
STI College
Cubao, Quezon City, Philippines05.2010
High School Diploma -
Los Baños National High School
Los Baños, Laguna03.2006
Skills
- Vendor Relationship Management
- Technical Troubleshooting
- Team Collaboration
- User Support
- Product Development
- End Point Configurations
- Cloud Management
- User Training
- Process Definition and Enhancement
- Project Management
Personal Information
- Gender: Female
- Marital Status: Married
- Date of Birth: 03/14/1989
- Nationality: Filipino
Certification
- Salesforce Certified Administrator ADM201
- Salesforce Certified Advance Administrator ADM211
- Salesforce Certified Platform App Builder
Timeline
CRM Manager
Acquire Asia Pacific Philippines (RingCentral)
06.2018 - 09.2023
Process Specialist
Cognizant Technology Solutions Inc.
07.2013 - 05.2018
Technical Support Representative
Telus International Philippines
04.2011 - 06.2013
Bachelor of Science - Information Technology
STI College
High School Diploma -
Los Baños National High School
- Salesforce Certified Administrator ADM201
- Salesforce Certified Advance Administrator ADM211
- Salesforce Certified Platform App Builder
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