Ricky Sumabong

Experience

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  WinSource Solutions

  Jun 2006 - Nov 2007

  Database Analyst

  WINSOURCE DATABASE ANALYST Processed Sales Lead, it is the identification of a person that has an interest and authority to purchase a product or service.  Identify and analyze Sales lead that needs to be processed in the dialer  Generate reports for call utilization needed by the client Responsible in safe keeping the number of sales leads in the database

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  TELUS International Philippines

  Dec 2007 - Oct 2015

  Technical Support Associate II

  Job Description as a Tier 1 Tech Support Representative or Level 1 Tech Support Representative: The inbound support avenue for any TELUS clients with a service interruption or technical concern with their high speed ADSL, Optik TV service, Satellite TV service and Phone Repairs. Diagnose customer’s issue and provide a preliminary level of assistance. Provides complete support for the service, including Optik and Satellite TV, Internet Access, Email, Wireless Home networking, TELUS Security Services, and Phone repairs. Provides customer education surrounding our Optik TV and ADSL services. Show less

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  Tata Consultancy Services

  Oct 2016 - now

  Job Description as an I.T Service Desk for Sanofi Troubleshooting and resolving user and infrastructure issues. Taking ownership of support incidents and service requests. Answering telephone calls and chats  Updating and maintaining tickets within the service management toolset. Categorize and prioritize tickets according to service management processes. Prompt escalation of tickets to infrastructure engineers. Communicate experience and knowledge to other members of IT to assist support availability.Previous Projects: Express Scripts (ESI) / Humana Show less Job Description as a Workforce Management Analyst for Express Scripts (ESI) Prepares within the day reports on staff attendance Manages changes to scheduling to ensure adequate daily resource coverage Communicate with management and operations team to ensure compliance with company standards. Maintain running report of attendance incidents Analyze Personal Time Off (PTO) submissions and approve/deny based on their effect on operations Monitor attendance and schedule adherence Processess schedule trades or swap requests for posted schedules Provides analytical reports for special projects Performs any adhoc tasks needed by the upper management or clients Show less

  • IT Service Desk

    Oct 2015 - now

  • Workforce Management Analyst

    Oct 2016 - Aug 2017