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• Determined the best resolution for fraud and disputes claim initiated by customers by reviewing documents provided by merchants and cardholders and making crucial decisions that will benefit the cardholders, merchants and Capital One.
• Received calls for general inquiry displaying expertise in determining whether the customer has a disputed or fraudulent transactions.
• Providing optimal solution for the customer maintaining customer satisfaction.
• Training Mentor and Technical Expert Trained and supported end-users with software, hardware and network standards and use processes.
• Remained up-to-date on latest technologies and solution applicable to company products in order to provide best support.

• Trained and supported end-users with software, hardware and network standards and use processes.
• Remained up-to-date on latest technologies and solution applicable to company products in order to provide best support.

• Communicated accurate information about promotions, customer programs and products, providing exceptional customer service and driving retention.
• Built long-term, loyal customer relations by providing top- notch service and detailed account and service information.
• Maintained strong reputation of efficiency and accuracy, earning numerous recommendations from satisfied customers.
• Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
• Investigated and resolved accounting, service and delivery concerns.

• Design a variety of marketing materials, including Company Organizational and Process Charts, ID and lanyard brochures, flyers, billboards, banners, and other.
• Create visually engaging posters and short video clips for social media advertisements.
• Craft compelling and relevant content captions tailored to social media platforms, ensuring alignment with the brand's voice and messaging.
• branded collateral to support sales and promotional activities.
• Lead generation through targeted social media strategies, managing customer inquiries about quotation, payment terms, warranties, and services via direct messages, comments, and emails.
• Build and maintain strategic relationships with suppliers and external partners to support marketing initiatives.
• Oversee the development of all marketing materials, from website banners to printed brochures and case studies, ensuring consistency in branding and messaging.
• Work closely with cross-functional teams, including design, web development, and sales, to ensure a cohesive marketing approach.
• Measure and report on the performance of digital and offline marketing campaigns, assessing engagement.
• Visit various branches to assess the condition of marketing materials, ensuring that they are properly installed, updated, or upgraded as needed.

• Design promotional materials such as posters, flyers, brochures, banners, billboards, and social media graphics for mall events, sales, seasonal promotions, and store campaigns.
• Ensure all designs align with the mall’s branding guidelines and maintain a consistent visual identity across all platforms.
• Design clear, attractive signage for mall interiors and exteriors, including wayfinding signs, store promotions, and event displays.
• Work closely with the marketing team, mall tenants, and other departments to develop creative solutions for promotional and advertising needs.
• Liaise with printers and vendors to ensure high-quality production of printed materials and timely delivery of collateral.
• Stay updated on the latest design trends, particularly in retail and mall promotions, to keep the mall’s visual content fresh and appealing.

• Create visually compelling designs for print materials such as posters, billboards, invitations, brochures, and flyers that align with client expectations and brand guidelines.
• Meet with clients to understand their design needs, preferences, and vision for projects. Provide creative input and advice on materials and design choices.
• Ensure that all designs are correctly formatted and prepared for print production, including color profiles, bleed, margins, and resolution settings.
• Provide proofs to clients for review, make revisions based on feedback, and ensure final approval before production.
• Work closely with the printing team to ensure design files are optimized for printing and ensure the final output meets quality standards.
• Design across various formats and sizes, from small invitations to large billboards, ensuring quality and consistency.
• Manage multiple projects simultaneously, ensuring timely delivery of designs while meeting production deadlines.

• Create unique and appealing designs for Event materials, sublimation printing on shirts, helmet and riding vest ensuring compatibility with production techniques and client specifications.
• eye-catching and engaging banners, posts, and advertisements for social media platforms that resonate with the target audience for business owner clients.
• Develop visually compelling materials for business promotions, including but not limited to:
• Flyers, Banners (for both digital and print use), Menu boards, Brochures, Billboards

• Coordinate with departments to resolve client claims. 
• Provide necessary documents for life insurance claims. 
• Review policies, address client inquiries, and assist. 
• Verify completeness of received documents. 
• Collaborate across teams to track insurance applications.

• Customer Service Lead 
• Efficiently manage orders and deliveries. 
• Coordinate with dispatch for special requests. 
• Stay in touch with the fulfillment center regarding orders. 
• Manage invoices and refunds for damaged items. 
• Schedule home cleaning appointments.

• Offer customer support for mobile plan inquiries.
• Resolve billing disputes by reviewing phone history and policies.
• Suggest data plans and phone options for better service.

• Provide support to customers regarding their credit card account inquiries and assist with account maintenance. 
• Present eligible customers with suitable financial products.

• Manage a team comprising a minimum of at least 15 members.
• Collaborating with them and senior management throughout the entire process, encompassing goal establishment, performance execution, and attainment of predefined metrics.

• Prevent fraud through early detection. Recommend account blocking if it deviates from standards.
• Identify reasons for account restriction and follow company policies and AML criteria. 
• Monitor accounts not compliant with AML guidelines for potential blocking.
• Input non-compliant KYC accounts into global wanted individuals database (e.g., FBI, Interpol, OFAC)

• Performing outbound call on leads to avail of a client- attorney matching program to check for variety of cases.
• Schedule an appointment for attorneys. Ensuring data in CRM are correct.
• TOOLS USED CRM, Salesforce, Pipedrive, Call tools, Aloware, EzLynx, Grasshopper, Ring Central, RingDNA, Five9, VICIDial G-suites, Calendly, Microsoft suites

• Lead, motivate, and coach a team of appointment setters for financial advisers, fostering a positive and productive work environment.
• Delegate tasks effectively, prioritizing workload and setting clear performance expectations.
• Monitor team performance, providing constructive feedback, coaching, and development opportunities.
• Auditing calls to see if it is following the call standard from the client.
• Responsible for the hiring process, training and on boarding of each agents, equipping them before going live.

• Lead, motivate, and coach a team of employees, fostering a positive and productive work environment.
• Delegate tasks effectively, prioritizing workload and setting clear performance expectations.
• Monitor team performance, providing constructive feedback, coaching, and development opportunities.
• Address employee concerns, resolve conflicts, and maintain a professional work environment.
• Ensure adherence to company policies, procedures, and safety regulations.
• Conduct performance reviews and recommend promotions or disciplinary actions as necessary.
• Identify opportunities for process improvement and implement changes to enhance efficiency and productivity.
• Communicate effectively with team members, senior management, and other departments.

• Develop and maintain comprehensive training programs for Technical account features, functionalities, and best practices.
• Deliver impactful training sessions, utilizing a variety of instructional methods including presentations, workshops, demonstrations, and hands-on activities.
• Tailor training content to diverse learning styles and experience levels.
• Evaluate trainee comprehension through assessments and provide ongoing coaching and support.
• Stay up-to-date on product updates and industry trends, continuously refining training content.
• Collaborate with subject matter experts and internal stakeholders to ensure training program effectiveness.

• Diagnose and resolve a wide range of technical issues through phone, chat, or email support.
• Provide clear and concise instructions to guide customers through troubleshooting steps.
• Utilize internal resources and knowledge base to identify solutions and escalate complex issues when necessary.
• Maintain a positive and professional demeanor while fostering strong customer relationships.
• Document interactions and track service resolutions to ensure optimal customer experience.
• Stay up-to-date on the latest Xfinity products, features, and troubleshooting techniques.

• Conduct thorough needs assessments to understand client risks and recommend appropriate home and auto insurance policies.
• Prepare accurate and competitive quotes tailored to individual client needs.
• Process applications for new and existing policies, ensuring accuracy and adherence to company guidelines.
• Answer client questions regarding coverage, billing, and claims.
• Provide ongoing customer service and support, fostering positive relationships and ensuring client satisfaction. 

• Conduct outbound calls to promote and sell book bundles.
• Present promotional offers to drive sales.
• Collect and maintain accurate contact information for future campaigns.
• Assess customer preferences and recommend appropriate book bundles. Schedule appointments or facilitate customer connections with sales representatives.

• Assist customers with sending and receiving money transfers.
• Confirm transaction statuses and ensure funds are available for pick-up or delivery.

• Verify rebate eligibility by reviewing customer documents.
• Process and submit rebate applications accurately.
• Track rebate statuses and address customer inquiries.

• Provide detailed explanations of billing statements over the phone.
• Resolve account issues efficiently for redirected subscribers.

• Assess client eligibility for disability claims and gather necessary documentation. Schedule and follow up on appointments, keeping clients informed about claim status.
• Coordinate with the SSA Office and medical providers for updates and information.

• Collect and confirm vehicle pickup details from customers.
• Schedule and coordinate vehicle pickups, ensuring proper documentation.

• Handle membership and order inquiries via email and live chat.
• Manage membership tasks (reactivation, cancellations, payments, updates).
• Resolve member dissatisfaction and escalate issues when needed.
• Address hardware/software issues with fitness devices.

• Respond to email and text inquiries from members promptly.
• Process refunds, lift account suspensions, and notify members about overdraft limits.
• Assess eligibility for overdraft privileges.

• Organizing Case Files: Maintain and organize case files for easy access.
• Case Updates: Track case progress and deadlines, providing updates to case managers.
• Preparing Case Summaries: Help prepare summaries of legal documents for case managers.
• Case Preparation: Compile key case facts, medical records, and legal documents for case preparation.
• Drafting Legal Documents: Assist in drafting routine legal documents (e.g., medical and billing record requests)
• Reviewing Legal Documents: Ensure documents are accurate and properly formatted.
• Retrieving Medical and Billing Documents: Contact medical providers to obtain necessary records.
• Follow Up on Medical and Billing Requests: Ensure timely follow-up to avoid case delays.
• Follow Up with Health Insurance Companies: Confirm lien statuses and resolve any issues with health insurance companies.
• Confidentiality: Handle legal information and client data with confidentiality.
• Compliance: Ensure tasks comply with laws, regulations, and firm policies.
• Meetings and Appointments: Schedule meetings between attorneys and case managers.

• Proactively contact potential claimants to assess their eligibility for SSDI and SSI benefits by asking detailed questions about their disability, medical history, and work history.
• Receive calls from individuals seeking information or assistance with applying for SSDI and SSI benefits, providing them with clear guidance on the application process and eligibility requirements.
• Responsible for informing claimants of their disability claim status.
• Conducting follow-ups with the SSA Office to obtain the latest updates on disability claims.
• Updating claimant's contact details accurately and timely.
• Collecting and consolidating medical updates from the claimants.  Proactively communicating with claimants to request necessary information for the SSA office.
• Sending emails promptly to the relevant department, particularly for hearing-level cases.

• Utilized various sourcing channels (job boards, social media, networking, and referrals) to attract a diverse pool of qualified candidates.
• Developed and implemented effective recruitment strategies to reach potential candidates.
• Reviewed resumes and applications, conducted video interviews, and assessed candidates’ qualifications, skills, and experience.
• Collaborated with offshore clients to evaluate candidates’ skills and cultural fit.
• Maintained accurate and up-to-date candidate records in the applicant tracking system (ATS) or recruitment software.
• Tracked candidate progress throughout the recruitment process, including interview feedback, assessment results, and communication history.

• Conducted end-to-end recruiting processes, including sourcing, screening, coordinating, interviewing, negotiating, and offer acceptance for a portfolio of high-priority requisitions.
• Supported various clients, both technical and non-technical.
• Identified and endorsed pre-selected candidates for interviews with hiring managers and further assessments.
• Attended requisition calls with the client’s Hiring Manager to fully understand job requirements and ensure clear communication to candidates.
• Coordinated with line managers to schedule qualified candidates for interviews.

• Team Leadership and Support:

  • Acted as the team lead, assisting fellow recruitment consultants with their account-related concerns.
  • Formulated and planned effective recruitment strategies to place candidates successfully.

• Recruitment Process:

  • Assisted in end-to-end recruiting processes (sourcing, screening, coordinating, interviewing, negotiating, and offer acceptance) for high-priority requisitions.
  • Supported various clients, both technical and non-technical.
  • Identified and endorsed pre-selected candidates for interviews with hiring managers and further assessments.

• Market Research and Communication:

  • Conducted market research to understand talent availability, competitive compensation packages, and recruitment strategies used by other organizations.
  • Attended requisition calls with client Hiring Managers to fully understand job requirements and ensure clear communication to candidates.
  • Coordinated with line managers to schedule qualified candidates for interviews.

• Tools and Software Proficiency:

  • Administered Applicant Tracking Systems (ATS), updating applicant status accurately and timely.
  • Utilized Boolean key strings and skill-set sourcing techniques.
  • Extensively used MS Office tools (Outlook, Excel, Word), MS Teams, Google Meets, and other web and video conferencing platforms (Viber, Skype).

• Overseeing the HR Department in timekeeping, payroll, recruitment, and employee engagement.
• Handling all HR tasks, including recruitment & selection, learning & development, timekeeping, compensation & benefits, and employee & labor relations.
• Resolving issues related to delivery riders, drivers, and warehouse personnel.

• Orchestrated end-to-end recruitment processes:
  • including candidate screening
  • initial interviews
  • candidate endorsement
  • ATS updates
  • creation of candidate profiles for client submission
• Other admin duties:
  • Resolved issues related to delivery
    • Riders, drivers, and warehouse personnel.

• Assisted our HR Director with various HR tasks.
• Acted as the company’s Technical Recruiter, handling IT, web design, and web development openings.
• Actively participated in and served as the main point person for the company’s Employee Engagement initiatives.

• Handled various HR tasks, including recruitment & selection (both local and expat), learning & development, timekeeping, compensation & benefits, and employee & labor relations.
• Reported directly to our HR Director.
• Managed expat employees’ staff houses and facilitated the processing of their respective visas.
• Coordinated flight bookings for employees and management, along with hotel reservations.

• recruitment & selection
• learning & development
• timekeeping
• compensation & benefits
• employee & labor relations

• Handled various HR tasks, including recruitment & selection, learning & development, timekeeping, compensation & benefits, and employee & labor relations.
• Reported directly to the HR Head/Director.
• Acted as the HR Director’s Executive Assistant.
• Managed four branches of the salon brand, overseeing personnel schedules.
• Responsible for training schedules and creative demos for the salon’s carried brands.
• Filled in as the salon receptionist when the branch manager was unavailable.

And here are the tools you’ve used:

• Job Platforms: LinkedIn, Facebook, Indeed, Monster, Jobstreet
• Sourcing Extensions: Recruit 'Em, Xray Recruit, RecruiterFlow, Boolean, Kendo
• Applicant Tracking Systems (ATS): RecruiterFlow, SmartRecruiters, Podio, Jobvite, Zoho Recruit
• Project Management/Time Tracker Tools: Trello, Asana, ClickUp, Webwork, Clockify, Jibble, Calendly, Worksnaps, MS Bookings
• Communication Apps: Zoom, LINE, Skype, WhatsApp, Viber, Telegram, Slack, MS Teams, Outlook, ChatGPT, Bard, Trumpet

• Liaise with Consultants, Pre-site and On-site Coordinators, Drafting, and relevant personnel to ensure consistency in the document
• Perform detailed cost estimate and ensure that cost projection will be within the projected margin.
• Responsible for margin declaration and locking in of budget once the estimated cost has been approved.
• Responsible for releasing of job to site that includes raising of Purchase Orders and approval of necessary expenditures that is outside the projected margin.
• Responsible for any estimating issues that will arise after job release, including but not limited to the revision of quantities and cost due to variations, change in suppliers, answers to queries.
•  Proper coordination with the Sydney office regarding any estimation updates/changes, supplier price increase, site issues, or ambiguities to the job and any related documents thereto.

• Liaise with Prestart, Drafting, and relevant personnel to ensure document consistency.
• Perform detailed cost estimate and ensure that cost projection will be within the contract budget.
• Checking of junior quantity surveyors' takeoff prior sending to Perth.
• Responsible for any revision to quantities and cost due to variations, change in suppliers, answers to queries, if will be requested by Perth office.
• Proper coordination with the Perth office regarding any hitlist, corrections, clarification or ambiguities to the job and any related documents thereto.

• Provide detailed takeoff estimates with visual diagram for wall, floor and ceiling insulation incl building wraps of residential and commercial projects to Australian clients (WA, NSW, Victoria, ACT, QLD)
• Analyze drawing, specification, and other requirements in preparation for comprehensive cost estimate
• Ensure that estimate comply with the Basix and Nathers
• Had been exposed to and trained in the cost estimation of projects from Allcastle Homes - Sydney and BGC Residential - WA.

• Conduct inspection on site to ensure all work is complying with the approved drawings and schedule
• Coordinate site works and design issues to project manager, and/or project’s consultant s and owner
• Evaluate/Reconcile assigned contractor and owner supplied materials (OSM) supplier billing
• Estimate materials/equipment for deductive and additive works reconciliation with contractor prior to issuance of change order

• Provide detailed takeoff es mates with visual diagram for insula on to Australian clients (WA, NSW, Material Engineer 1 Passer Victoria, ACT, QLD)
• Analyze drawing, specifica on, and other requirements in prepara on for comprehensive cost es mate
• Ensure that es mate comply with the Basix and Nathers Board Examination Passer
• Had been exposed to and trained in the cost es ma on of projects from Allcastle Homes - Sydney and BGC Residen al - WA.

• Liaise with Prestart, Drawing, and relevant personnel to ensure document consistency.
• Provide detailed cos ng analyzation and quantity take off
• Checking of junior quantity surveyors' takeoff prior to the locking of budget and creation of Purchase Orders.

• Responsible for any revision to quantities and cost due to variations, change in suppliers, answers to queries, if will be requested by Perth office.
• November 2017 Civil
• Proper coordintion with the Perth office regarding any hitlist, corrections, clarification or ambiguities
• Engineering Board to the job and any related documents thereto. Examination Passer

• Liaise with Consultants, Pre-site and On-site Coordinators, Drawing, and relevant personnel to ensure Design Coordinates Inc. consistency in the documents. 
• Perform detailed takeoff es mates and accurate cost projection SM Sta Rosa BPO Project
•  Attends to the Supervisor/supplier queries and raise additional orders or amend if necessary. Sta. Rosa City, Laguna
• Responsible for releasing of job to site that includes raising of Purchase Orders and approval of necessary expenditures that is outside the projected margin. August-November 2016
• Responsible for any es ma ng issues that will arise a er job release, including but not limited to the revision of quantities and cost due to variations, change in suppliers, answers to queries.: • Proper coordination with the Sydney office regarding any es ma on updates/changes, supplier price increase, site issues, or ambiguities to the job and any related documents thereto. 

• Responsible for Digital Media Strategy and Paid Media Plan for Business Development team (pitches) and assigned brands.
• Responsible for Ad Ops (mounting & buying) for assigned brands.
• Campaign reporting and analysis.
• Experienced in Brand Awareness, Traffic, and Lead Campaigns in FB and Google for local clients.

• Responsible for Paid Media Plan for assigned brands.
• Responsible for Ad Ops (mounting & buying) for assigned brands.
• Campaign reporting and analysis.
• Specialised in R&F (brand awareness) campaign in Facebook and Google for local clients. 

• Responsible for copywriting for blog articles for assigned clients.
• Responsible for social media calendar creation for assigned clients.
• Responsible for Ads mounting (Facebook page likes, reach and Google search PPC)
• Responsible for creating TDKH for on-page SEO
• Responsible for Keyword Planning Ads Reporting and Google Analytics reporting for SEO clients.

• Responsible for copywriting for blog articles for assigned clients.
• Responsible for social media calendar creation for assigned clients.
• Responsible for creating TDKH for on-page SEO
• Responsible for Keyword Planning Google Analytics reporting for SEO clients. 

• Product Management
• Social Media

• Brand Marketing 
• Brand Management for the Flagship brands.
• Traditional Ad Buying
• Magazine, News Paper, OOH & Cinema Ads

• Running Google Ads. LinkedIn and Reddit Ads (Leads Generation) |
• Responsible for Google Business Profile, G2 and Capterra update.
• Ad hoc Facebook Ads (Awareness to Leads-Gen) |
• Running Email / Drip Campaign on HubSpot
• Landing page optimization on HubSpot
• Zoom webinar marketing
• On-page SEO optimization

• Manages Meta, Snapchat, Reddit & TikTok Paid Campaigns of Subway Canada
• Monitoring Campaigns, and campaign monitoring for Subway Canada.
• Lead the Social paid campaign for Subway which is Full-funnel (Awareness to Online sales)

• Responsible for spearheading Google Search for Leads Gen
• Responsible for Google Business Profile update.
• Ad hoc Facebook Ads (Awareness to Leads Gen) |
• Experienced in Brand Awareness, Traffic, and Lead Campaigns in FB, Google, Linkedin for local and few US clients.

• Manages the production team (SEO, PPC, Socials) on a daily basis.
• Strategy-building for VIP clients
• Deliver SEO service and Leads Gen ppc campaign to Reators / real-estate agents in the west-coast

• Responsible for Digital Media Strategy and Paid Media Plan for Business Development team (pitches) and assigned brands
• Responsible for Ad Ops (mounting & buying) for assigned brands.
• Campaign reporting and analysis.
• Experienced in Brand Awareness, Traffic, and Lead Campaigns in FB and Google for local clients.
• Media Officer
• GetHooked 360 Inc. | Feb 2018 - June 2020
• Responsible for Paid Media Plan for assigned brands
• Responsible for Ad Ops (mounting & buying) for assigned brands.
• Campaign reporting and analysis
• Specialised in R&F (brand awareness) campaign in Facebook and Google for local clients.

• Responsible for Paid ads ads and leads Nurturing of Manila as an Internal Brand
• Meet clients for campaign briefing with the sales team.

• Listen to recordings and transcribe those recordings to text files

• Ensure accuracy of the transcribed text

• Understand details of client requirements regarding formatting and notation
• Complete transcriptions in a timely manner, reviewing grammar, punctuation and spelling prior to submission
• Remain familiar with the latest transcription software and recommend upgrades or enhancements if necessary
• Correct any errors or inaccuracies in a timely manner
• Ensure typing skills are honed and remain sharp by completing typing drills on a regular basis

• Identifies, investigates, and resolves users problems with computer software and hardware.
• Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
• Consults with users to determine steps and procedures taken to identify and resolve the problem.
• Applies knowledge of computer software, hardware, and procedures to solve problems.
• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
• Collaborates with other staff to research and resolve problems.
• Collaborates with programmers to explain errors and/or recommend modifications in programs.
• Arranges service by software or hardware vendors to repair or replace defective products.
• Maintains knowledge of technology innovations and trends.
• Performs other related duties as assigned.

• Open and maintain customer accounts by recording account information
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Contribute to team effort by accomplishing related results as needed
• Manage large amounts of incoming calls
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Meet personal/team sales targets and call handling quotas
• Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies
• Go the extra mile to engage customers
• Resolve customer complaints via phone, email, mail, or social media
• Greet customers warmly and ascertain problem or reason for calling

• Resolve customer’s accounts and bill complaints via phone an email.
• Use telephones to reach out to customers and verify account information.
• Greet customers warmly and ascertain problems or reason for calling.

• Handles technical issues of U.S. customer's Creative products via phone support and email and pushing sales to every customer. Participated as a front liner during Road shows and IT shows.

• Handle customer support enquiries via phone / email / support ticketing system. Response to support requests - Phone / Email / Support Ticketing System - within targeted time frame and resolve support requests with best possible solution(s).
• Attending to data center customers and provide Data Center maintenance.
• Setting up of servers (Windows 2003/2008, Linux Centos, FTP) as we as Windows clustering. Planning, Setup, Installation, Reinstallation, Migration, Maintain and Rectify server issues.
• Network (LAN/WAN/VPN): Deploying and configuring network solutions such as CISCO routers and switches.
• Server/network monitoring (Planning, Setup, Maintain and Rectify network issues).
• Setup and maintenance of hosting accounts, web servers, MS Exchange (2003/2007) email and mobile email setup.
• PC setup, configuration, and maintenance: Windows (XP, Vista), Linux Centos.
• Perform after office hours provisioning and 1st level technical support.
• Involve in new order process - such as setting up new hosting accounts, and new servers.
• Active Directory Administration and Microsoft Exchange accounts Administration.
• Monitor network stability, involve in planning, setup, maintenance and rectify network problem.
• Assist to Sales to provide after-sales support.
• Assist to attend to basic sales inquiry when sales representative is not available.

• Handled 1st level phone support and email response for American clients' satellite service.
• Provided technical support to American Customers, including equipment troubleshooting, installment and activation. Provided marketing information to customers and handled general queries.

• Provide full support to RBS users with issues from all in-house applications (AS400, Kondor+, etc.), Windows OS (XP) administration, as well as Microsoft Office 2003/2007/2010, SharePoint etc.
• Provide trade floor desktop support for applications/systems such as Reuters3000Xtra, RMDS, Bloomberg, Bloomberg Anywhere, etc.
• MS Exchange (2003), Outlook, and Lotus Notes (client and domino) email and mobile (Blackberry) setup, configuration, and maintenance.
• Provide PC upgrade and Desktop Support Services to the RBS Infrastructure Integration Program. Build office PC/Laptop using existing corporate build processes.
• Provide immediate personal L2/L3 support to front-office users. Provide desk-side assistance to back-office users.
• Utilize Active Directory for user/group/machine accounts management and administration.
• Manage PROJECTS within Singapore IT service desk purview (such as PC deployment, process enhancement, application UAT testing, etc.). Disaster Recovery site included.
• Provide Core Desktop Support (3rd line) to Front/Back Office users through escalation channel by IT Service Desk, Desktop Support team etc.
• Serve as back-up leader to the service desk team. Site survey on Hardware and Logging.
• Manages changes using change requests web application while complying with banking security standards.
• Manages all reporting needs for Singapore and/or the region. Includes data generation, analysis and summarized information for recommendation, presentation etc. Ensures high level of end-user satisfaction. Ensure the team pro-actively document all knowledge and experience in the share depository and participate in knowledge sharing / training for the team.
• Performs system security administration on technology platforms in accordance with the defined policies, standards, and procedures of the organization, as well as with industry best practices and vendor guidelines. Utilizes Phone / Ticketing Systems (Remedy Tool).
• Performs assessments, installation and configuration of security tools, systems, and applications, including Identity Management systems and host-based security systems.

• Lead, and participate in as necessary, the activities related to the identification of system requirements, documentation, testing and presentation of assigned business segments technology initiatives while adhering to established policies and procedures.
• Identify system issues within scope of responsibility ensuring issues are brought to timely resolution and documented according to department standards.
• Maintain large scale multi-tenant communication platform ensuring departmental best practices are followed, as required.
• Act as a liaison between information technology and appropriate department or staff in efforts to drive strategic systems technology initiatives.
• Participate in determining/defining project requirements.
• As required, work with appropriate resource (e.g., engineering, etc.) to approve/accept documentation related to platform build outs.
• Continuously update existing platform documentation
• Conduct testing on existing systems to varying degrees as required (e.g., unit, capacity, or failover testing, etc.)
• Conduct technical research to analyze existing programs for deficiencies or areas that can be improved.
• Identify options for potential solutions and assessing them for both technical and business suitability.
• Partner with other technical staff, (e.g., networking, telecom, application development, etc.) to ensure connectivity and compatibility between systems.
• Draw up specific proposals for modified or replacement programs.
• Research, plan, install, configure, troubleshoot, maintain, and upgrade vendor software.

• Coordinate, prioritize, and participate in activities associated with completing assigned projects or project task(s).
• Update project plan as necessary.
• Monitor progress of tasks ensuring all deadlines are met as scheduled.
• Provide management with status reports detailing status and timelines.
• Follow all steps to close project which may include conducting meetings, completing project reports, and maintaining completed project file.

• Proactively oversee the activities involved in quality resolution of problems related to area of responsibility.
• Respond with a sense of urgency to problems escalated to employee's level.
• Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided.
• Place the highest priority on providing quality customer service by ensuring the unique needs of customers are met.
• Ensure quality resolution and thorough and accurate documentation of customer issues.
• Provide analysis and feedback to management staff and appropriate departments regarding recurring problems, recommending improvements aimed at reducing future occurrences of problems.
• Participate in creating, administering, and continuously updating procedures for resolution of all related issues.

• Establish and maintain a professional relationship with internal/external customers, team members and department contacts.
• Cooperate with team members to meet goals or complete tasks.
• Provide quality customer service that exceeds customer expectations and improves level of service being provided.
• Treat all internal/external customers, team members and department contacts with dignity/respect.
• Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided.

• Perform daily monitoring operation and support.
• Assist in analysing, assigning, and escalating support calls • Provide remote technical support to 100+ clients.
• Provide continuous patch updates and maintain IT hygiene.
• Conduct monthly review of incidents and service requests to analyse and recommend improvements in quality.
• Administer SharePoint, Azure AD, Intune, Teams and MS365
• Troubleshooting Windows / Mac Desktops and Laptops
• Security systems (Sophos, Zoho Vault)
• MSP Tools (RMM, N-Able)

• Administration of LAN / WAN, Windows Server 2000/2003/2008, Print Servers and Lotus Notes Servers.
• IT related inquiry and desktop support (PC/Notebook, Printer and Copier Machine, etc.)
• Antivirus patches update, clean up and validation of PCs.
• IT equipment/consumable inventory management/replenishment. IT store/server room housekeeping.
• Multiple Hospital Software (VI & SAP) installation and updates maintenance
• Backup/restoration of database and backup tape management
• Administration of network infra and servers, and user account creation for: Lotus Notes; External Email; Active Directory; Buffalo server; CRM Web Update and backup
• Windows Active Directory configuration, maintenance, and monitoring. Email ID management.
• Develop and maintain standard operating procedures. Procurement Orders and Invoice management
• Support users on desktop settings, emails, printers, and office applications.
• Maintain IT inventory and keep track of changes in the network.
• Complete installation of Windows. Configuration, deployment, and maintenance
• Conduct training every month to St. Luke’s Hospital staff to answer questions and to share knowledge to address simple IT matters to minimize delays in support response.
• Mobile device email setup
• Documentation of server management and other IT systems.
• Network and Wi-Fi maintenance.

• Tier 2 Service Desk: Resolve escalated support tickets for customers via both phone and email, along with proactive support for monitored environments.
• Working experience supporting all current Microsoft Windows Operating Systems (Windows 10, Windows Server 2016, 2019)
• Working experience supporting various hardware technologies including PCs, Servers, Printers, etc.
• Working experience supporting Cloud technologies including Office 365, Intune, and Azure AD, etc.
• Working experience supporting in Active Directory, PowerShell, Scripting, etc.
• Working experience supporting remote access technologies including Citrix, RDS, VPN, etc.
• Experience supporting and troubleshooting of TCP/IP, endpoint security, DNS, DHCP, etc.
• Continue to expand knowledge and experience gaining expertise in various technologies.
• Experience with 2-factor authentication (Microsoft/Google Authenticator, DUO)
• Security systems (SIEM, Sentinel One, Threat Locker)
• Backup solutions (Datto, Veeam, VMware, Axcient)
• MSP Tools (N-Central, N-able, RMM, SolarWinds)

• Diverse Print Media Design:

  • Expertly designed and produced a wide array of print media including tarpaulins, invitations, souvenirs, ID cards, calling cards, product labels, and flyers.
  • Tailored visual elements and text to suit specific events, promotional needs, and branding strategies, enhancing overall marketing impact.

• Photo and Image Editing:

  • Advanced skills in photo editing and image manipulation to enhance visual content for print and digital media.

• Typography and Layout:

  • Focus on layout precision and typographical aesthetics for various documents and publications.
  • Utilized industry-standard software to arrange text, images, and graphics in visually appealing and easy-to-read formats.

• Production Coordination:

  • Managed print production processes from initial design to final output, ensuring quality control at every step.

• Specialized in designing impactful and durable tarpaulin graphics for advertising, events, and commercial use.
• Employed creative design solutions to maximize visibility and message delivery on large-scale prints.

• Shirt and Clothing Design:

  • Expertly designed shirt prints for various clothing lines, focusing on aesthetics that appeal to targeted demographics.
  • Applied innovative design principles to enhance clothing collections, contributing to brand identity and market positioning.

• Advanced Printing Techniques:

  • Proficient in multiple printing technologies including Dark Transfer, Light Transfer, and Sublimation to produce high-quality, durable clothing prints.
  • Ensured the integrity of final products by selecting appropriate printing methods based on fabric types and design requirements.

• Vinyl Printing and Equipment Operation:

  • Operated Cameo for precision vinyl cutting and printing, producing detailed and custom designs for apparel and other media.
  • Managed setup, maintenance, and troubleshooting of printing equipment, maintaining high standards of operation and output.

Key Clients: FilipCoin, Tritan Ventures Incorporated, Web Design MOCASA, RichAms Global, Ltd., GigaTech Gadgets, Tap Go TV, Responsive Health and Insurance Brokers, Optimo

• Apparel Design Expertise:

  • Specialized in creating intricate seamless patterns, vectorized prints, and comprehensive apparel templates.
  • Produced high-quality promotional graphics and apparel mock-ups, enhancing product visibility and consumer engagement.

• Digital Marketing and Visual Content Creation:

  • Developed and executed digital marketing materials including advertising and instructional posters, brochures, and social media ads.
  • Designed engaging email posters, infographics, and PowerPoint presentations for comprehensive brand messaging across various platforms.
  • Crafted motion graphics for marketing and product videos, significantly enhancing online media presence.
  • Managed WordPress website maintenance and content updates, ensuring current and prospective client engagement through optimized web presence.

• Client-Centric Collaboration:

  • Worked closely with clients to translate marketing objectives into clear visual strategies.
  • Maintained ongoing communication with stakeholders to ensure deliverables met all specifications and brand standards.