Ann Bingle Ramos Peregrina

Experience

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  Total Media Advertising Services

  Jun 2003 - Apr 2004

  Internship Trainee

  - Provides technical assistance to Operations personnel. Recovers files in case of mediafailure. Maintains operational documentation and equipment inventories. Providesoperator training. Assists in equipment moves and installations. Reviews equipment errorreports and works with equipment vendors to ensure a high level of availability.- Analyses console instructions, queries, error messages, machine malfunctions, stops,schedules, programs and job control language information to determine proper operatingprocedures and makes procedural and operational corrections and recommendations forimprovement.- Reviews computer operating instructions and computer error runs to debug programs,interpret machine stops or other inoperable situations and correct error conditions. Show less

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  Concentrix

  Mar 2005 - Jan 2007

  Product Support Specialist

  - Provides excellent Technical and Customer support for CISCO - Linksys clients all over theworld.- Provides support for Networking Hardware, Software and Infrastructure.- Optimum troubleshooting and problem-solving abilities developed.- Secures remote access network connection using PC Anywhere.- Answers clients’ inquiries from simple to complex technical queries

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  Siemens IT Solutions and Services

  Jan 2007 - Mar 2009

  Technical Solutions Specialist

  - Incident Handling: Call Acceptance, Recording and Dispatched.- Service Request Management- Provides technical resolution to customers.- Investigation and diagnosis of faults on a high-level technical detail.- Orders replacement of parts under warranty from OEM and schedule delivery ofparts, availability of end-user, and arrival of OSS Technician, so that part can bereplaced per SLA with customer.- Directs end-users remotely by phone, to perform or machine diagnosis ofhardware (desktop\laptop) issues.- Identifies failed components using OEM and/or 3rd party diagnostic utilitiesfollowing documented procedures.- Enforces corporate policies on the use of IT/Telephony equipment’s such as Security andAccess controls.- Supports IT hardware/software products within the Company, such as; optimizing the use ofcomputers; systems installation; support of printers; Operating Systems and standardapplications.- Provide other IT-related support as required by the business. Show less

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  Atos

  Mar 2009 - Jul 2011

  IT Helpdesk Process Analyst

  - Creates, designs and implements accounts processes for Service desk supportingthe Siemens North America divisions.- Responsible for documentation of existing and new account processes for servicedesk and Remote Resolve Team.- Creates Root Cause Analysis of customer dissatisfaction and escalations, usuallyas part of an investigation, with conclusions and root causes.- Consults with clients to identify, analyse and evaluate business issues.- Develops recommendations for improvement and work with clients to implementchanges.- Consults in the development of new systems to ensure that proper controls areincluded in system designs.- Identifies Process Risks and assists in the development of controls to mitigate thoserisks.- Communicates business issues and recommendations to management, in verbaland written forms.- Determines the reliability and effectiveness of existing internal controls. Show less

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  3i Infotech Ltd.

  Jul 2011 - Dec 2012

  Information Technology Consultant

  - Overall responsible for assigned account specific processes including ServiceDesign, Service Transition, Service Operation and Continuous Improvements.- Overall responsible for CIMB Bank’s Infrastructure Management’s IT Asset and ITILProcesses implementation and improvements.- Handles the bank’s ITIL and COBIT Processes implementations anddocumentations.- Maintains the IT Asset Management database.- Acts as an administrator for Symantec Altiris System.- Main Support for Application Manager Show less

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  CIMB BANK BERHAD

  Dec 2012 - May 2017

  Assistant Manager Infrastructure Management Monitoring

  - IT Infrastructure Monitoring Analyst- IT Infrastructure Capacity Management Analyst- IT Outsourcing Engagement Coordinator

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  Atos

  May 2017 - Sept 2018

  Senior Technical Engineer - Team Lead, Tooling and Automation

  - Main support for IT Monitoring and Infrastructure Management, devices and services.- Manages a team of Technical Engineers.- Develops and generates regular management reports.- Manages different monitoring tools for the Data Center such as Nagios Core, BMC Patrol, SCOM, CA Unicentre- Developed and Implemented ServiceNow for Atos Malaysia- Provides 2nd Level Support for the different monitoring tools for Standard Chartered Bank Data Centre.

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  Automattic

  Sept 2018 - Dec 2022

  Happiness Engineer

  - WordPress.com Expert- Provides excellent technical support to WordPress.com customers via Livechat, Tickets and Forums- WordPress.com Webinar Host- Solid experience troubleshooting technical issues, specifically with WordPress.com- In-depth experience installing, configuring, and troubleshooting WordPress plugins and themes.- Customer Success Advocate- Mentoring and Trial Buddying

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  Ørsted

  Jan 2023 - now

  Senior Technology Consultant