April 2017 – January 2025 Cognizant Technology Solutions IT Helpdesk Key Responsibilities: Have been employed for 7 years as an IT Helpdesk for two business units Schwans and Cygnus. I was assigned as a Trainer for a year and Quality Analyst after. - Provides Technical support via phone and email for issues reported on desktop or laptops running Windows OS, Apple IOS devices, and HP Printers - Account security management, such as password reset for domain logins using Sailpoint, ADmanager, Ultimate Kronos Group, ADP (Automatic Data Processing) lifion, SAP logon 800, and IDM (Identity Manager) - Utilized ticketing tool Service Now and Service Desk for incident management, problem management, and service level management. - Processed replacement requests for hardware issues on the hardware devices. - Did server monitoring remotely using CA workload automation specifically for any job failures and communicated with the designated team to resolve the server issues. - Researched for processes not included on knowledge base and request for documentation of the troubleshooting steps to be added and published on the knowledge base. - Provided answers to clients by identifying problems, researching answers and guiding clients through corrective steps to resolve technical hardware or software issues. Process Trainer (2022-2023)  Conduct training for new hire that have been onboarded on the process of the account  Evaluated employee performance if responsive to training and onboarded the new hire to the account.  Coordinate with the team manager on the progress of the new employee and provide the manager with a progress report of the employee  Provided Updates on process changes and discussed the implementation of the new process to fellow team members  Prepared training materials and training evaluations to check the knowledge of the agents on the new processes implemented. Quality Analyst (2023)  Performed Quality Assurance audits on the calls of the agents to adhere with the standards and regulatory compliance to the process provided by the client  Identified issues and areas for improvement in efficient troubleshooting process to meet client satisfaction  Evaluated employee performance through call audits and provided coaching as needed to assist the agent on areas of improvement. August 2015 – April 2017 Teleperformance / Apple AMR-APAC-EMEA Technical and Customer Support Representative Key Responsibilities:  Responsible in troubleshooting software issues of IOS devices such as Iphone, Ipad, Ipod, Macbook, and IMAC  Troubleshoot in installing and confoguring the computer hardware operating systems and applications.  Acts as a technical resource when assisting customers to resolve problems with software issues of IOS and Mac products.  Did diagnostics and repaired software issue on the device  Sold Apple Care warranty extensions for eligible customers of hardware damage for IOS and Mac products such as IOS touch screen unresponsive, battery water damage, screen damage, overheating devices, and battery draining fast.  Provide a timely and accurate customer feedback on inquiries on how to set up the device and how to customize the devices set up. August 2014 - May 2015 Zuellig Pharma Corporation/Pharmalink Sales Coordinator Key Responsibilities:  Responsible in consolidating Marketing Activity Reports (such as Marketing budget, daily business calls per day, in-field coaching summary)  Consolidates and liquidate Marketing Activity Reports of Field Force and check whether in line with the allocated sales budget.  Responsible in checking and distributing of Marketing Promotion Materials and assist in the preparation and organizing of promotional materials and events.  Coordinate with sales team by managing schedules, filing important documents and communicating relevant information  Collaborating with other departments to ensure sales, marketing, queries and, deliveries are handled efficiently,