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Gleceria Ferrer
Looking for a jobTech Lead
IT Helpdesk Team Lead at Cognizant Technology Solutions, improving service quality through training, ticket QA, and root cause analysis.
PhilippinesTech Lead at Cognizant Technology Solutions
Experience
Tech Lead
Cognizant Technology Solutions
Led an IT Helpdesk account, overseeing operational and quality aspects of service delivery. Managed training, quality assurance, and root cause analyses for escalations and DSAT cases.
Microsoft 365AzureActive Directory Domain ServicesPowerShellServiceNowNICESmartAppsMasergyIT HelpdeskQuality AssuranceRoot Cause AnalysisTeam Leadership
Technical Support Tier II
Provided support for Comcast Video Repair, troubleshooting cable box issues and assisting with basic internet setup. Also generated reports and conducted call quality assurance reviews.
TroubleshootingCable Box RepairInternet SetupReport GenerationCall Quality Assurance
Technical Support Professional
Provided technical support for Dell systems across EPP/MPP, SMB, and Enterprise segments. Diagnosed and resolved hardware issues, performed basic software troubleshooting, and assisted with wireless network setup.
hardware troubleshootingSoftware TroubleshootingWireless NetworkingCustomer ServiceOracle Systems
BG/Builds Artist
Created characters for an animation series, including background and splash drawings.
AnimationCharacter DesignBackground Art
Freelance Graphic Artist
Created large format ads, leaflets, flyers, and designs for shirts and mugs.
Graphic DesignLarge Format PrintingLeafletflyer designMerchandise Design
Autocad Operator
Responsible for working drawing details and perspective.
AutocadWorking DrawingPerspective
Cadet Architectural Designer
Drew and revised floor plans, and created timetables for assigned projects.
Floor PlansArchitectural DesignProject Scheduling
Education
Meralco Foundation Institute
Completed a short course in program logic formulation.
Philippine Animators Group
Completed vocational training in Macromedia Flash Animation.
Udemy
Completed the course 'Workplace Mental Health: A Manager's Ultimate Guide' on Udemy.
Udemy
Completed the course 'Communication & Social Skills' on Udemy.
Udemy
Completed the course 'Spanish for Beginners. The Complete Method. Level 1' on Udemy.
Udemy
Completed the course 'Microsoft SCCM/Endpoint Configuration Manager for Beginners' on Udemy.
Udemy
Completed the course 'Health Masterclass: How To Transform Your Health & Life' on Udemy.
Udemy
Completed the course 'Managing Change: Learn to thrive through change' on Udemy.
Udemy
Completed the course 'Smart Tips: Innovation' on Udemy.
Udemy
Completed the course 'Microsoft Excel - Excel from Beginner to Advanced' on Udemy.
Udemy
Completed an online data science course on Udemy.
Udemy
Completed the course 'MS-900 Exam Prep: Microsoft 365 Fundamentals Course' on Udemy.
Udemy