DONNAH TABILO SAMSON
Block 7 Lot 12 Alsea Townhouse Annex 25
Betterliving Subdivision
Parañaque City, PHILIPPINES
0915-355-4459
SKILLS
CERTIFICATION
INTERPERSONAL
TOOLS &TECHNOLOGY
INDUSTRY KNOWLEDGE
Organisation Skill
Windows Server
IT Service Management
Problem Solving
Microsoft Exchange
System Administrator
Multi-Tasking
Mobile Device Mgt
Report Writing
Customer Support
Computer Hardware
Problem Management
People Management
Citrix
Incident Management
Training
RSA
Change Management
Writing Skill
Office 365
Analytical Skills
SharePoint
ITIL
Microsoft Office
Service Delivery
SQL
Software Testing
Adobe Photoshop
Customer Satisfaction
Adobe Flash
Queue Management
Adobe Dreamweaver
Joomla
CERTIFICATION
ITIL 3 Certified (2012)
Internal Certification
Cognizant Technology Solustion Inc
Office 365 Getting the Most out of OneDrive
UDEMY Online Courses
March 14, 2019
Mastering Microsoft Teams (Office365)
UDEMY Online Courses
March 22, 2019
WORK EXPERIENCE
IDEMIA
19th floor BPI-Philam Life Makati 6811 Ayala Avenue
Global IT SharePoint Support
October 2018 – Present
RESPONSIBILITIES:
Creates SharePoint pages, libraries, lists.
Configure permissions, sites
Prepares documentations (user guides, FAQ, technical guides, presentations)
Provides technical support to end users
Participates in testing (such as MS Teams, One Drive, O365) and code reviewsActs as First Level Support for SharePoint issue/requests
Complete monthly reports
TICKETING TOOL: Serena Oxygen
GHD PTY LTD.
10F Alphaland Southgate Tower, 2258 Chino Roces Avenue corner EDSA, Makati City
Junior SharePoint Administrator
January 2016 – September 2018
RESPONSIBILITIES:
Create, configure, and maintain SharePoint lists, libraries, wiki pages, web parts, hub sites, communication sites, and team sites.
Manage incoming SharePoint support tickets and communicate with Level 1 support and at times with end-users directly to resolve them.
->Provide SharePoint training to end-users.
TICKETING TOOL: Cherwell
GHD PTY LTD.
10F Alphaland Southgate Tower, 2258 Chino Roces Avenue corner EDSA, Makati City
Information Services Technician
May 2015 – December 2017
RESPONSIBILITIES:
Provide end user support and customer service for clients within and across zones on company
Support computer applications and platforms via voice, email and chat
Troubleshoot desktops, laptops and mobile
Provide technical support for Server, Workstations through remote assistance
Assist users with application and operating system problems and resolve their computing requirements in a timely manner
Accurately log all client requests in the Service Desk ticketing system
In line with SLA’s, diagnose and resolve client issues related to hardware, telephone, printers, software etc. including upgrades
Leading by example, champion a customer service culture within the team
NOTABLE ACCOMPLISHMENT:
Appointed as the SharePoint Point of Contact for assigned shift
TICKETING TOOL: Cherwell
WeServ Systems International, Inc.
11/F Net Square Building Third Avenue Corner 28th Street Crescent Park West, Bonifacio Global CityTaguig City,
Global Service Desk Analyst
January 2013 – May 2015
RESPONSIBILITIES:
Acts as a shift lead on assigned shift
Monitors mailboxes of supported services
Creates ticket (Incident/SR) for customer reported issue/requests
Resolve incoming clients email /calls as per scope
Attends daily meeting with second line support and Global Service Delivery Manager
Creates Knowledge Base articles and Work instructions
Do designated tasks by Leads
Monitors ticket queue
Process Systemwalker alerts
Monitors ticket and email SLA
NOTABLE ACCOMPLISHMENT:
After 6 months probationary period, appointed as a Shift Lead
TICKETING TOOL: Triole; Nimsoft Service Desk (NSD)
Cognizant Technology Solutions
5th & 6th Floor, 10 Upper Mckinley Building, McKinley Hills, Fort Bonifacio 1634
I.T. Consultant/Analyst
Date hired: August 2011 – December 2012
RESPONSIBILITIES:
Responsible for providing technical assistance and support related to computer systems, hardware, or software
Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution
Resolve incoming client calls / incidents as per KPI’s
Provide detailed summary, action logs and information related to the client problem in ticketing system
Take ownership and responsibility for problems for client’s technical issues
Monitor chat channels as per defined process
Walk customer through problem-solving process.
Follow up with customers to ensure issue has been resolved.
Creates reports as per Supervisor’s advice
TICKETING TOOL: Service Now (SNow)
Antfarm Digital Studios
150 Amorsolo St. Legaspi Village, Makati City
Web Developer
On-the-Job Training
RESPONSIBILITIES:
– Create banners
– Do photo retouching
– Create website templates
– Create interactive websites
EDUCATION
Tertiary Jose Rizal University
2007 – 2011 Shaw Blvd., Mandaluyong City
Bachelor of Science in Information Technology
Secondary Siquijor State College
2003 – 2007 North Poblacion, Larena Siquijor
Primary Larena Elementary School
1997 – 2003 Helen Village, Larena, Siquijor