May Gumangan

Experience

• 

  TeleTech

  Mar 2008 - Feb 2012

  Technical Support Representative

  • Assigned in the technical support department for Notebook Computers of Hewlett Packard., a leading U.S. based company which line specializes on computers, imaging and printing devices.• Roles include hardware & software troubleshooting (limited to software that came preinstalled in our customer’s devices), remote assistance, device configuration and networking set-ups, as well as product sales and all other hardware & software related concerns with HP Notebook Computers.

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  24[7] customer philippines

  Feb 2012 - Jan 2013

  Technical Support Representative

  • Assigned in the National Help Desk team (Tier 2 support) of Time Warner Cable, an American cable telecommunications company that operates in 28 states and has 31 operating divisions.• Roles include troubleshooting issues for internet connection, email set-up & configuration, basic networking, remote assistance, anti-virus software installation and other internet related concerns over the phone.

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  Regus

  Mar 2013 - Mar 2017

  Desktop Support Technician

  • During my tenure at Regus, a company offering flexible workplace solutions, I served as a valuable member of the IT department. In this role, I was entrusted with troubleshooting account login issues, including access and permissions, as well as creating new account logins. I provided comprehensive remote desktop support, adeptly resolving software issues, network printer malfunctions, and addressing concerns with POS systems, Blackberry and Apple mobile devices, VPN, and internet-related matters. Additionally, I demonstrated proficiency in supporting various applications utilized by Regus team members within the Enterprise. Show less

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  Visa

  Mar 2017 - now

  • Serves as a deputy to the Team Lead• Notify management about reported - or potential - Major Incidents• Provide end-user troubleshooting and desktop support on Windows, Mac systems, Virtual Machines and mobile devices. • Perform diagnosis using documented procedures, troubleshooting techniques and approved tools.• Formulate and execute a logical diagnostic and resolution plan against non-standard or complex incidents or requests.• Ensures customer satisfaction by providing timely response and resolution to contacts made to the Service Desk from different support channels (Phone/Chat/Email)• Participate on Problem Management activities and continual Service Improvement projects. Show less • Provide end-user troubleshooting and desktop support on Windows, Mac systems, Virtual Machines and mobile devices. • Performs diagnosis using documented procedures, troubleshooting techniques and approved tools.• Ensures customer satisfaction by providing timely response and resolution to contacts made to the Service Desk from different support channels (Phone/Chat/Email)• Create and update knowledge articles and contribute to activities that keep our knowledge base up to date.• Helps conduct team huddles, facilitate regional handover meetings and refresher trainings Show less

  • Help Desk Analyst

    Mar 2023 - now

  • Associate Help Desk Analyst

    Mar 2017 - Feb 2023