Candidate No. 466346
PLAY AUDIO
Sheryl

Administrative

Technical Support Specialist

Skills

★★★ Advanced:

Email Handling, Data Entry, Technical Support, Customer Service, more

★★ Intermediate:

Data Entry, Order Processing, more

Hourly Rate Gauge

Today's value  AUD $16.52

$14.50

if $ 1 = PHP 42

$18.35

if $ 1 = PHP 30
Currency Fluctuation Range

*includes service fee. Please note that hourly rates are linked to the exchange rate, and fluctuate slightly from month to month.

Employment Preferences

Availability:

 Full Time

Preferred Timezone:

Australian Eastern Standard Time, Australian Central Standard Time

Hourly & Monthly Rate:
(inclusive of service fee)

Full Time: AUD $16.52 per hour or $2863.53 per month

*Plus GST for Australian Businesses
Remote Staff Recruiter Comments
  • Sheryl worked as Executive Virtual Admin Assistant.
  • Her tasks includes:
    • Lead Generation
    • Data Entry
    • Schedule Management
    • Social Media Posting
  • She also worked as IT Service Desk Analyst
  • She installed and performed minor repairs on hardware and software.
  • She evaluates problems on applications, networks, servers and technical issues.
  • She handled Active Directories and Office 365.
    • Password reset
    • Account Unlock
    • Ticket Creation
  • She used:
    • Citrix
    • Active Directory
    • RingCentral
    • Avaya
    • Team viewer
    • AWS
    • Zendesk
    • Remedy
    • ServiceNow
    • Teams
    • Outlook
    • GSuite
    • Excel
    • Powerpoint
    • VMware
  • She can Start ASAP
Predictive Index Behavioral Profile - Altruist
www.predictiveindex.com/reference-profile/altruist/

Strongest Behavior
  • Proactively connects quickly to others; open and sharing. Builds and leverages relationships to get work done.
  • Comfortably fluent and fast talk, in volume. Enthusiastically persuades and motivates others by considering their point of view and adjusting delivery.
  • Collaborative; usually works with and through others. Intuitive understanding of team cohesion, dynamics, and interpersonal relations.
Behavioral Summary

Unassuming, unselfish and has a genuine interest in other people and a strong, intuitive understanding of them. Outgoing and friendly, they enjoy working with others and is lively, warm company.

A pleasant and extraverted person, Sheryl is an effective communicator, able to stimulate and motivate others while being aware of and responsive to their needs and concerns. Their congenial personality and friendly, interested attitude make them readily approachable. Sheryl gets along easily with a wide variety of people.

Their drive is directed at working with and for others. They derive particular satisfaction from doing things for others, the company, management, the team, and for the company’s customers. Cooperative and willing, this individual can be a particularly effective teacher and communicator of the company’s policies, programs, and systems.

Employment History
Center Representative
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:October 2008 to December 2009 (14 Months)Duties and Responsibilities:
  • Basic troubleshooting in Outlook, Computers, and other applications that we support.
  • Doing password reset and account unlock using active directory and creating tickets using the remedy. 
  • Pulling up and sending data using Microsoft Excel. 
  • Expedited support calls by creating repeatable scenario guides for common technical problems. 
  • Issued refunds, merchandise exchanges, and price adjustments in compliance with company policies.
  • Managed details of completing sales payments, refunds, and exchanges, including issuing a store credit.
  • Provided expert service by communicating information to customers and following up on promises.
  • Produced weekly reports outlining the business operations successes and gaps for the senior management team
Support Specialist
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:January 2009 to June 2011 (29 Months)Duties and Responsibilities:
  • Basic troubleshooting in Outlook, Computers, and other applications that we support.
  • Doing password reset and account unlock using active directory and creating tickets using the remedy. 
  • Pulling up and sending data using Microsoft Excel. 
  • Expedited support calls by creating repeatable scenario guides for common technical problems. 
  • Issued refunds, merchandise exchanges, and price adjustments in compliance with company policies.
  • Managed details of completing sales payments, refunds, and exchanges, including issuing a store credit.
  • Provided expert service by communicating information to customers and following up on promises.
  • Produced weekly reports outlining the business operations successes and gaps for the senior management team
Customer Interaction Agent II/ Mentor (SME)
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:February 2013 to May 2014 (15 Months)Duties and Responsibilities:
  • Basic troubleshooting in Outlook, Computers, and other applications that we support.
  • Doing password reset and account unlock using active directory and creating tickets using the remedy.
  • Pulling up and sending data using Microsoft Excel.
  • Expedited support calls by creating repeatable scenario guides for common technical problems.
  • Issued refunds, merchandise exchanges, and price adjustments in compliance with company policies.
  • Managed details of completing sales payments, refunds, and exchanges, including issuing a store credit.
  • Provided expert service by communicating information to customers and following up on promises.
  • Produced weekly reports outlining the business operations successes and gaps for the senior management team.
  • Processed the day-to-day documentation between departments, consistently maintaining effective communication and eliminating bottlenecks.
  • Completed all required paperwork within anticipated timeframes.
  • Utilized downtime to perform routine tasks, preventing service delays.
  • Monitored processes and recommended methods for improvement. Kept work area organized and clutter-free.
  • Reviewed activities regularly to identify opportunities for improvement.
  • Required minimal oversight to complete job tasks, meeting all deadlines and goals.
  • Supported operations with consistent maintenance and updates of corporate files and records.
Analyst/Senior International Helpdesk Analyst
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:June 2014 to July 2018 (49 Months)Duties and Responsibilities:
  • Expedited support calls by creating repeatable scenario guides for common technical problems.
  • Performed one-on-one remote helpdesk calls resolving customer issues via calls, emails, chats.
  • Collaborated with IT personnel to develop solutions to rare and unusual technical concerns.
  • Installed and performed minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
  • Communicated clearly with internal and external teams to assess requirements and end goals and distribute findings information in easily understood form.
  • Distributed customer complaint and feedback data to appropriate personnel for incorporation into future operations and production efforts.
  • Prioritized backlog work to quickly eliminate critical issues and work through remaining issues by order of severity and impact on product performance, security, or usability.
  • Determined the optimal corrective actions to obtain the desired quality level.
IT Service Desk Analyst Level 5
Industry:Not ApplicableEmployment Period:August 2018 to May 2022 (45 Months)Duties and Responsibilities:
  • Offered remote onboarding services, helping customers to complete initial device setup and connection procedures.
  • Exploited remote access software to directly intervene on Internet-connected customer systems.
  • Performed one-on-one remote helpdesk calls resolving customer issues via chat, calls, and emails
  • Answered user inquiries regarding computer software or hardware operation to resolve problems.
  • Installed and performed minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
  • Evaluated problems with applications, workstations, servers, and network components to serve customers and manage technical questions.
  • Part of the Active Directory Admin Team, We manage User Account creations, terminations, account extensions, Roles Management.
  • Part of the Triage Team - we process escalation tickets for Level 1 agents.
Executive Virtual Admin Assistant
Industry:Not ApplicableEmployment Period:August 2022 to October 2022 (2 Months)Duties and Responsibilities:• Initiating conference calls between Clients and the CEO
• Doing the credit restoration process
• Gathered cold leads from Facebook and Google
• Reaching out to the clients for the updates
• Answering chat/ comment inquiries from Facebook ads
• Basic Facebook and Instagram posting
• Collecting data from the clients
• Task and schedule management
• Attending and initiating meetings via zoom and ring central
Education History

Field of Study:

Education/Teaching/Training

Major:

Science and Mathematics

Graduation Date:

April 2007

Located In:

Philippines

License and Certification:

Not Applicable

Skills

★★★ Advanced:
Email Handling, Data Entry, Technical Support, Customer Service, Administrative Support, Service Desk, ServiceNow, Remote Troubleshooting, Quality audit, Chat Support, Email Support, Email management, Windows applications, Help desk, HelpDesk Ticketing, HelpDesktop Support, Call Handling, Citrix XenApp, Documentations

★★ Intermediate:
Data Entry, Order Processing

Work at Home Capabilities

Internet Bandwidth:

Between 5mbps to 100mbps

Working Environment:

Private Room

Speed Test Result:

https://www.speedtest.net/result/13915529232

Internet Type:

Fiber

Hardware Type:

Laptop

Brand Name:

HP

Processor:

Intel Core i5

Operating System:

Windows 10