Quennie Rosarda

Experience

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  MITSUBA PHILIPPINES CORPORATION

  Apr 2003 - Jun 2003

  Manufacturing Specialist

  (Summer Vacation Job)• Ensure that the product is of good quality and protected from damages by proper way of packing• Ensure the product to be sufficient in quantity• Ensure that there is no error in arranging the units

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  ROHM ELECTRONICS PHILIPPINES, INC.

  May 2005 - Feb 2007

  Quality Analyst

  (DB, WB, MP, PL, Singulation, Testing, and TP Process Inspector (LGA/BGA, QFN MAP, QFP,QFN & Wideframe Packages)• Ensure the product to be of good quality by inspecting the chip & wiring condition (DB & WB process),the physical attributes (for framed and singulated products-MP,PL,FL,FL processes) including its marking and orientation and reel condition for reeled products (TP process)• Ensure the product to be sufficient in quantity• Ensure that a free-defect product will be delivered to the customer through inspecting the item based on work standard and product standard judgment• Provide data/inspection results which helps the production and engineering departments in formulating corrective actions regarding product defects Show less

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  ROHM ELECTRONICS PHILIPPINES, INC.

  May 2007 - Aug 2008

  Quality Assurance Supervisor

  (Group Leader / Quality Assurance Shift Leader) • Ensure the product quality assurance• Monitor various processes and interface with manufacturing personnel to drive for continuous improvement in the product quality• Monitor on the return for customer and work on improvement action• Has authority to stop production if deem necessary when product/process doesn't conforms to requirement with coordination with the QC department (Inspection result analysis as basis)• Formulate, implement and monitor quality assurance standard and procedure to achieve quality excellence• Plan and coordinate all inspection activities to achieve optimum output, quality yield in coordination w/ production processes• Lead a team of inspectors and inspection leaders to perform quality assurance activities• Interact with production departments to ensure smooth and optimum level of productivity• Ensure strict compliance of production procedures and safety requirements• Prepare regular production reports for management (daily reports/ monitoring on inspection input & output, production abnormal lots; weekly and monthly analysis and reports on yield and smooth lot rate production per production process (MS Excel/MS Powerpoint / MS Word))• Coordinate 5s activities and maintain good housekeeping in production area.• Manpower control and monitoring Show less

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  Sitel

  Dec 2008 - Aug 2009

  Technical Support

  • Provide excellent customer service by walking the member to the step by step technical troubleshooting procedures regarding issues with hardware / software, internet connectivity, TV connectivity, voice over internet protocol and Email issues• Acknowledge customer’s frustrations and ensure fast and real-time resolution of the issue• Ensure customer’s satisfaction with the services provided by AT&T Uverse

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  Sutherland Global Services

  Aug 2009 - Mar 2011

  Escalation Engineer (L2)

  (Microsoft Technical Support Representative- Level 2/Escalation Engineer) • Provide excellent customer service by walking the member through the step by step advanced technical troubleshooting procedures regarding Operating System—Windows XP, Windows Vista and Windows 7 (Set-up, Activation and General Assist)• Capable of gauging the customer and expert in dealing with different personality• Acknowledge customer’s frustrations and ensure fast and real-time resolution of the issue• Enhance customers knowledge regarding computer’s software and hardware through education• Collaborate with Microsoft Clients to provide effective advanced troubleshooting steps to the customer• Collaborate with Level 1 technician regarding support boundaries and invalid escalations Show less

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  CSC - Computer Sciences Corporation

  May 2011 - Jul 2015

  • Handling daily escalation from resolver groups.• Scheduling on agents lunch break and short breaks.• Working closely with the knowledge team to create and update scripts for new processes.• Engaging resolver groups on all kickbacks to SD.• Working on all tickets that have been re-assigned to SD queue and re-assigning to correct queue. • Conducting training for new hires as well as existing agents.• Submitting system and application access for new hires.• Conducting coaching to the agents on all mistakes due to ticket re-assign. • Scrubbing data for all negative survey feedbacks.• Updating the training material on process change.• Raise FEM for all Priority 1 and 2’s.• Communication and coordinate on Priority 1 and 2’s to the agents and resolver groups.• Attending client calls in terms of process change as well as CSAT calls.• Assisting team lead in ticket scrubbing for breakdown analysis.• Helping to clear calls, emails and chat during call spikes.• Providing daily feedback to the team leads on agents performance, adherence and call quality.• Scrub tickets to ensure correct resolvable op-cats being used • Calls back to users on DSAT.• Knowledge Script creation and modification• Scrubbing and analyzing misroutes to identify correct resolver team. Show less • Handle administration of directory, and security. Guide user to add/remove/modify account configurations• Provide excellent customer service by walking the member through the step by step advanced technical troubleshooting procedures regarding Operating System—Windows XP, and Windows 7 • Assist user regarding email system (Outlook/webmail and mobile email)• Enhance users’ knowledge and guide them with regards to corporate applications • Perform troubleshooting steps regarding network connectivity issue• Handles hardware-related issue such as network drives and printers Show less

  • Subject Matter Expert- Service Desk

    Nov 2012 - Jul 2015

  • Service Desk Analyst

    May 2011 - Nov 2012
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  DXC Technology

  Jul 2015 - Aug 2023

  Problem Manager

  • Managing the lifecycle of all problems.• Preventing incidents from happening.• Minimizing the impact of unavoidable incidents.• Making temporary solutions (workarounds) available to incident management.• Developing final solutions for known errors.• Performing trend analysis of important services or historical incidents to identify and eliminate potential incidents before they occur.• Performing the management of both reactive root-cause analysis and proactive trend analysis within IT.• Ensuring adherence of the process and escalation requirements within the various support and delivery areas.• Working hand-in-hand with the resolver team in the completion of high quality Root Cause Analysis report that will be presented to the client.• Hosting the RCA Weekly Review Meeting to discuss the Problem Record content which will be presented by the resolver team to the client.• Coordinating with the client on the approval / feedback of the Root Cause Analysis report. Show less

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  Deloitte

  Sept 2023 - now

  Manager Risk Advisory Services

  • Assisting in IT Service Management (ITSM) engagements• Performing risk assessments based on contract terms and conditions.• Performing ITSM maturity assessment.• Providing recommendations for ITSM improvements.• Supporting the customer through discussions with relevant stakeholders.• Interacting with cross functional teams at clients.