MA ROWENA DIMAYACYAC
Winnipeg,Canada
Summary
I am a highly experienced IT professional with over 9 years of expertise in Service Desk Support, Logistics Coordination, SAP Basis Functionalities, IT Asset Management, and Service Desk Administration. I specialize in troubleshooting hardware and software issues and have a strong background in operating systems, networking protocols, and technical support procedures. As an IT Service Coordinator, I excel in managing and prioritizing service requests, remote troubleshooting, and resolving technical issues. I am proficient in installing software and drivers, tracking and closing support tickets, and ensuring clear communication with both clients and internal teams. I prioritize client satisfaction through effective follow-ups and support. Additionally, I oversee IT Logistics, managing purchasing requests for workstations, software, and services. I leverage SAP S4HANA to streamline procurement processes, ensuring efficient resource management and timely delivery.
Overview
11
11
years of professional experience
Work History
IT Service coordinator
The Private NETWORK
10.2021 - Current
- Manage and Acknowledge Support Requests: Receive and prioritize incoming service requests via calls, emails, or tickets.
- Remote Troubleshooting and Diagnostics: Remotely connect to client workstations to diagnose and resolve technical issues.
- Provide Technical Support: Offer guidance on device setup, software installation, and troubleshooting steps to end users.
- Driver and Software Installation: Download, install, and configure necessary drivers and software for hardware devices, ensuring seamless functionality.
- Testing and Issue Resolution: Perform tests to verify that issues are resolved and systems are fully operational.
- Ticket Management: Track, update, and close support tickets, ensuring timely resolution and proper documentation.
- Clear Communication with Clients and Teams: Communicate updates and resolutions to clients; collaborate with internal teams to escalate complex issues.
- Customer Follow-Up: Follow up with clients to confirm that issues are fully addressed and ensure satisfaction.
- Maintain Documentation: Keep detailed records of support requests, resolutions, and any ongoing or pending actions.
General Merchandiser
Walmart Inc
04.2023 - Current
- Execute the merchandise strategy to ensure product availability, presentation, and pricing accuracy.
- Stock merchandise and maintain inventory levels according to Walmart's procedures.
- Ensure products are correctly priced and displayed in a visually appealing manner.
- Collaborate with team members and department managers to achieve sales goals and objectives.
- Provide exceptional customer service by assisting customers with inquiries and purchases.
- Follow safety and compliance guidelines to maintain a safe working and shopping environment.
- Perform other duties as assigned by management.
- Part-time
Support Analyst
Clear Concepts
07.2023 - 10.2024
- Provide first-line response to end users facing issues with hardware, software, networking, or other computer-related technologies.
- Answer queries and address system and user issues in a timely and professional manner.
- Logging and tracking user issues using service desk software.
- Prioritizing tickets based on urgency and impact.
- Assist in network management, including server setups, user accounts, and email provision.
- Working with other IT staff to share knowledge and solutions.
- Diagnose and resolve technical hardware and software issues.
- Perform routine checks and maintenance on systems to prevent issues before they occur.
- Recognizing when an issue is beyond the skill level available and needs escalation to higher-level technical staff or subject matter experts.
- Monitoring daily backup operations and ensuring successful completion of Veeam backup jobs.
- Troubleshooting and resolving any issues that arise during backup processes.
- Performing regular checks on backup jobs to verify data integrity and reliability.
- Configuring and optimizing Veeam backup settings based on organizational requirements.
Service Desk Administrator
Wipro Limited
02.2022 - 09.2022
- Provide Level 1 support and Assess user's issue, request and problems
- Respond to IT related queries and request from all calls, tickets, emails and chats from internal and external user
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Become familiar with each client and their respective applications/ processes
- Manage all queries or escalate if not resolve as per defined helpdesk policies and framework
- Troubleshooting tasks performed remotely or over phone
- Technical Environment: Service now, Citrix, SCCM tools, AWS cloud computing ,Microsoft Active directory, Ping ID,MFA,VPN and Avaya, Outlook and Teams
Senior Desktop Support
PayMaya Inc
11.2014 - 01.2022
- Involves Onboarding and Offboarding employees
- Provide technical Assessment both MacOS and Windows
- New computer setup, install System tools and application
- Implement new software testing procedures
- Responsible for troubleshooting and repair of Desktops/Laptop hard ware and other peripherals.
- Support issue such MFA, VPN, Outlook, Teams, Microsoft Offices, Password, various of software and systems installation, Printer Configuration, Internet and Perform computer maintenance
- Resolution and recovery for hardware and software problems in MacOS and Windows
- Patch upgrades for new systems and existing
- Enroll employee as new registration and uploading of Biometrics for all door
- Setup basic sound system and multiple mirrored TV for events and Polycom setup for conference
- Technical Environment: Kaseya, MFA, VPN, Outlook, Teams, Microsoft Offices
Logistic Coordinator
PayMaya Inc
11.2014 - 01.2022
- Create Purchase requisition order request to all IT related Assets, subscription and services
- Track and monitor approvals for PR's and PO's
- Process all purchasing requests for IT related asset,subscription and services
- Create Purchase requisition and Purchase Order using SAP S4HANA
- Coordinate to vendor to make sure order will be deliver on time
- Coordination with Finance Team for internal order to process PR's and PO's
- Request quotation to all vendors; include Price, meet requirements and available of items.
- Tracked orders and notified my manager status or potential delays.
- Process payment for incoming invoices after receiving deliver from vendor.
- Track payments and coordinate with Finance and Treasury team to check payment status
- Manually create vendor ID for new vendor to able to process orders and payment.
- Technical Environment: SAP ERP, SAP S4HANA and Power Application
Education
Bachelor of Science - Information Technology
Adamson University
PHILIPPINES04.2014
Skills
- Teamwork
- Customer Experience
- Problem-solving
- Resolve Technical Problems
- Excellent communication
- Technical Support and Assistance
- Time management
Accomplishments
- Achieved by completing migrated Kaseya and Symantec with accuracy and efficiency.
- I got promoted as Senior Desktop Engineer after a year with PayMaya
- Documented and resolve which led to reached target SLA.
- Achieved Salesforce implemented through effectively helping with the team to process the purchase order to get subscription.
Languages
English
Professional Working
Timeline
Support Analyst
Clear Concepts
07.2023 - 10.2024
General Merchandiser
Walmart Inc
04.2023 - Current
Service Desk Administrator
Wipro Limited
02.2022 - 09.2022
IT Service coordinator
The Private NETWORK
10.2021 - Current
Senior Desktop Support
PayMaya Inc
11.2014 - 01.2022
Logistic Coordinator
PayMaya Inc
11.2014 - 01.2022
Bachelor of Science - Information Technology
Adamson University
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