Athena Katrina Marie Aparejo
2501 Ditas Ct Virginia Beach,VA
Summary
Philippines Registered Nurse - 0397953
United States Registered Nurse - 0001326502
Professional with strong background in IT support, adept at troubleshooting and resolving technical issues efficiently. Demonstrates focus on teamwork and achieving results, adapting seamlessly to changing environments. Skilled in customer service, problem-solving, and technical communication, ensuring reliable support for users. Known for maintaining high standards and delivering impactful results.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Freelancer
Appen/Upwork/PPOC.Club
02.2020 - Current
- Data collector
- Product tester and reviewer
Service Desk Analyst Level II (Catholic Health Initiatives)
Unisys Philippines Limited, LLC
04.2017 - 08.2018
- Answers incoming calls, and logs all customer questions and issues accurately and efficiently into the ticketing system (ServiceNow)
- Assist Service Desk Level I queries
- Support level1 transfers for elevated troubleshooting, and continue assisting clients from Level I agents if they go beyond the SLA agreement per call
- Process backlog tickets from ServiceNow
- Scrub tickets from the Remedy ticketing tool, and transfer them to the ServiceNow ticketing tool
- Assist in identifying knowledge base article loopholes, and updating knowledge base articles for process improvement
- Troubleshooting and resolving complex technical issues
- Troubleshooting and resolving issues with MS Office, Windows IE
- Virus issues, connectivity issues such as VPN, LAN, and wireless as well as business applications
- Dispatch avoidance and validating onsite visits
- Help onsite techs to identify hardware failures
- Document technical process solutions and prepare knowledge articles to enhance SD and escalation desk resolution
- Handling incidents within the required SLA and ensuring good CSAT surveys from customers
- Incident management – monitoring reports for critical and high tickets, creating master tickets for a planned and unplanned outage
IT Specialist (Boston Consulting Group)
Stefanini Philippines, Inc.
09.2014 - 10.2016
- Extensive knowledge in Active Directory: building user accounts/terminating users/Distribution lists/SEC Groups, Understanding of Group Policy Objects
- Email account management – Exchange Server2007 and Exchange Server2013: Managing mailboxes, mail flow issues, calendar, and delegate access
- Supports data entry of New Hire, Termination and Transfer processes of incoming and outgoing clients
- Extensive understanding of Windows operating systems (Windows XP,8,2010)
- Has a strong understanding of MS Office Suite
- Answers incoming calls, processes all email requests received, processes live chat requests, and logs all customer questions and issues accurately and efficiently into the ticketing system (ServiceNow)
- Troubleshoots hardware, software, and network-related issues (including mobile devices, Mi-Fi's, and other handheld devices)
- Provide restorative or maintenance actions to resolve client issues
- Assists with defining and documenting knowledge base articles
- Assists with special project work as needed
- Escalate problems to the next level of support when necessary
- Remote access support: VPN, remote desktop, TeamViewer
- Creation, configuration, and modification of clients' phone extension and voicemail box
- Processes Scheduled Outage Notifications
- Extensive knowledge in hardware support: laptops, desktops, server/storage, and supporting services
- Experienced with iPhone troubleshooting/Apple OS
- Mobile Device Management/Airwatch troubleshooting
- Basic VMware knowledge
- VoIP and Avaya technologies
- Sharepoint/Teamsite Creation and granting access/client access
- Remote installation of software thru SCCM
- Creation and modification of internal and client Sharepoint sites
- Extensive knowledge in voicemail managing using HiPath Systems and Xpressions
- Configure/set up Video conferences with clients using Meeting Room Manager
- Tools, Programs, and Software handled: Tableau9.2.0, Alteryx10.0, Windows Active Directory, Windows Server2003, Windows Server2008, Exchange2007 (Exchange2007 Recipient Configuration), Exchange2013 (Exchange Administration Center) ServiceNow, Office2007, Office2013, Sophos Safeguard7.00 administration, Colligo Briefcase6.2, Mimecast Admin Console, Airwatch, Siemens Hi-Path PABX, UMRA, Cisco Anyconnect Secure Mobile Client(VPN), RSA SecurID Token, VMware, Sharepoint administration, SCCM, CodeTwo, CrashPlan Pro (System restore and backup), TeamViewer9, Time and Expense, Time and Billing, Delegates, I pass, Sharepoint, Teamsite, Portal site, Next Page, Exchange Admin Console, SCCM
SLA Reviewer (John Deere & Company)
Stefanini Philippines, Inc.
06.2014 - 09.2014
- Ensure that all tickets created within the CA Service Desk ticketing tool will not go beyond the client’s SLA standard agreement
Service Desk Analyst Level I (John Deere & Company)
Stefanini Philippines, Inc.
02.2012 - 06.2014
- Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility
- Uses the appropriate CTI categories for logging incidents and requests
- Resets password
- Live phone support for clients’ queries and needs
- Analyzes and resolves incidents and requests regarding the use of application software or hardware
- Logs and tracks incidents and requests from identification through resolution
- Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and customer communication is complete
- Documents resolutions and updates self-help and staff knowledge bases
Technical Support Representative Level1 (Epson)
Teleperformance Philippines
08.2009 - 01.2012
- Responsible for all customer inquiries and questions on standalone/multi-function printer/scanner hardware and software
- Responsible for all customer inquiries and questions on standalone/multi-function printer and scanner software for Microsoft and Mac OS
- Independently identify, diagnose, troubleshoot, document, categorize, replicate customer problems and then escalate complex problems according to defined escalation procedures and PC and Mac-related software and applications on the printer/scanner through the inbound phone
- Independently identify, diagnose, troubleshoot, document, categorize, replicate customer problems and then escalate complex problems according to defined escalation procedures and resolve printer/scanner hardware through the inbound phone
- Process warranty and return/refund requests for products
- Retain ownership of all cases throughout the resolution process
- Provide excellent technical support service at all times
- Troubleshoot printer/scanner wired/wireless connection
- Problem solve to help customers resolve issues on the first call
- Appropriately communicate with upset customers to resolve their inquiries and issues
Customer Support Representative (Altel Wireless)
Sykes Asia Inc.
02.2009 - 07.2009
- Responds in a timely and accurate manner to customer service calls, ensuring that service questions and concerns are treated in a respectful and professional manner
- Communicates and explains the value of the client brand and benefits of services to customers through establishing relationships and building strong rapport
- Effectively administers client assessments and meets goals and metrics in place to drive completion
- Accurately logs customer interactions into systems; updates logged information in a timely manner in order to track assessment completion, general inquiries, and/or resolution
Nurse (Medical-Surgical)
Angono Medics Hospital
06.2008 - 09.2008
- Identifies patient care requirements by establishing personal rapport with potential and actual patients and other persons in a position to understand care requirements
- Establishes a compassionate environment by providing emotional, psychological, and spiritual support to patients, friends, and families
- Promotes patient's independence by establishing patient care goals; teaching patient, friends, and family to understand the condition, medications, and self-care skills; answering questions
- Assures quality of care by adhering to therapeutic standards; measuring health outcomes against patient care goals and standards; making or recommending necessary adjustments; following hospital and nursing division's philosophies and standards of care set by state board of nursing, state nurse practice act, and other governing agency regulations
- Resolves patient problems and needs by utilizing multidisciplinary team strategies
- Maintains safe and clean working environment by complying with procedures, rules, and regulations; calling for assistance from health care support personnel
- Protects patients and employees by adhering to infection-control policies and protocols, medication administration and storage procedures, and controlled substance regulations
Nurse (Emergency)
Angono General Hospital
10.2006 - 01.2007
- Collects current symptoms, as well as detailed patient history, and then consults and coordinates with health care team members to assess, plan, implement and evaluate patient care plans
- Performs triage, while considering both physical and psychosocial elements
- Manages basic life support needs and stabilizes patients until the attending physician is available, based upon nursing standards and protocol
- Initiates corrective action whenever information from monitoring equipment shows adverse symptomatology
- Records patients’ current vital signs
- Works directly under physicians, assisting them during exams, diagnostic testing and treatments
- Prepares and administers (orally, subcutaneously, through an IV) and records prescribed medications
- Reports adverse reactions to medications or treatments in accordance with the policy regarding the administration of medications by a licensed registered nurse
- Provides IV therapy
- Cleans and bandages wounds
- Provides basic, bedside care
- Maintains proper supplies and appropriate medical equipment to care for patients
- Reports any suspected abuse to the appropriate agencies
- Initiates patient education plan, as prescribed by a physician
- Teaches patients and significant others how to manage their illness/injury, by explaining: post-treatment home care needs, diet/nutrition/exercise programs, self-administration of medication and rehabilitation, as well as provides referrals to other healthcare professionals for follow-up treatment
Education
Bachelor of Science - Nursing
Perpetual Help College of Manila
Sampaloc, Manila Philippines04-2006
Certification
- IV Therapy (Association of Nursing Service Administrators of the Philippines) ID #: 09-001916
- Computer Ergonomics at Unisys (Unisys Internal)
- 2017 Unisys Annual Ethics Awareness Training Program (Unisys Internal)
- Beginner's Guide to Business Continuity Management (Unisys Internal)
- ITSM7.6.04 - Incident Management (Unisys Internal)
- 2016 Unisys Ethics Awareness Training Program (Unisys Internal)
- Microsoft Windows10: Supporting Connectivity and Data Storage (Unisys Internal)
- First Encounters with Windows10 (Unisys Internal)
- Microsoft Windows Server2012 R2 - Installing and Configuring: Networking (Unisys Internal)
- Microsoft Windows10: Supporting Client Compliance and Managing Clients (Unisys Internal)
- Microsoft Windows10: Supporting Operating System and Application Installation (Unisys Internal)
- Microsoft Outlook2007 Bible (Unisys Internal)
- Test Prep ITIL Foundation (Unisys Internal)
- Learning Program: ITIL Foundation2011 Edition (Unisys Internal)
- ITIL Continual Service Improvement (Unisys Internal)
- ITIL Service Operation Processes (Unisys Internal)
- ITIL Service Operation Concepts (Unisys Internal)
- ITIL Service Transition Concepts and Processes (Unisys Internal)
- ITIL Service Design Processes (Unisys Internal)
- ITIL Service Design Concepts (Unisys Internal)
- ITIL Service Strategy Processes (Unisys Internal)
- Project Management Planning Fundamentals (Unisys Internal)
- ITIL Service Strategy Concepts (Unisys Internal)
- Overview of the ITIL Service Lifecycle (Unisys Internal)
- Unisys Six Sigma Lean White Belt (Unisys Internal)
- ITIL L1 Agent Overview (Unisys Internal)
- 2017 Security Awareness Training (Unisys Internal)
- Basic Privacy Training (Unisys Internal)
- Workplace Health, Safety and Security - Module1-4 (Unisys Internal)
Disclaimer
I do hereby certify that the above-mentioned information is true. Athena Katrina Marie O. Aparejo Applicant
Timeline
Freelancer
Appen/Upwork/PPOC.Club
02.2020 - Current
Service Desk Analyst Level II (Catholic Health Initiatives)
Unisys Philippines Limited, LLC
04.2017 - 08.2018
IT Specialist (Boston Consulting Group)
Stefanini Philippines, Inc.
09.2014 - 10.2016
SLA Reviewer (John Deere & Company)
Stefanini Philippines, Inc.
06.2014 - 09.2014
Service Desk Analyst Level I (John Deere & Company)
Stefanini Philippines, Inc.
02.2012 - 06.2014
Technical Support Representative Level1 (Epson)
Teleperformance Philippines
08.2009 - 01.2012
Customer Support Representative (Altel Wireless)
Sykes Asia Inc.
02.2009 - 07.2009
Nurse (Medical-Surgical)
Angono Medics Hospital
06.2008 - 09.2008
Nurse (Emergency)
Angono General Hospital
10.2006 - 01.2007
Bachelor of Science - Nursing
Perpetual Help College of Manila
Similar Profiles
DIAMOND HENDERSONDIAMOND HENDERSON
Search Analyst at AppenSearch Analyst at Appen
Taha Kutay ErenTaha Kutay Eren
Data Entry at AppenData Entry at Appen
Marco Antonio EspinaMarco Antonio Espina
Data Entry & Admin Support at AppenData Entry & Admin Support at Appen