online resume of
JENNIFER R. ALCAYAGA

Quezon City, Philippines
email: [email protected] / [email protected]

Work Experience

Quality Assurance Officer / Data Analyst / Internal QMS Auditor (Link2Support Inc. / Linksys Groups – A Division of Cisco Systems Inc., Quezon City, Philippines) Monitor voice/chat/email support provided by the contact center operations staff, prioritizing that of the Special Applications and Escalation Teams. Perform assessment for support services based on company-defined quality factors. Prepare reports disseminated to upper management and team leads for coaching, issues definition and workarounds. Involved in analyzing data coming from multiple sources such as the auto-generated customer survey files from  our headquarters in Irvine, CA, data retrieved from the back end application of LinkWorld Application, and the internal Quality Scan files collated from all the assessment forms of other QA officers. Perform weekly calibration and data analysis meetings for technical issues with our US counterparts. Involved in ISO 9001:2000 certification activities of the company as deputy data controller for QMS / EQMS process documentations; also assigned as Internal QMS Auditor, with specialization in auditing MIS/Systems Administration and Infrastructure Management procedures.

Product Support Specialist (Proficiency Level 4) (Link2Support Inc. / LinkSys Groups – A Division of Cisco Systems Inc.,  Quezon City, Philippines)  Provide voice / chat / email support for international end users of LinkSys products,  with specializations on advanced configurations for SOHO networking devices of the company. Training and implementations of LAN/WAN/VPN hardwired or wireless configurations both for internal and external end users. Perform team management and tiered support for first and second level staff members, generate key performance indicator reports, compile product configuration issues encountered and submit to product management team for testing and verification. 

Systems Analyst / Network Administrator (The Chugh Firm - APC, Los Angeles, California, USA) Perform systems administration tasks like maintenance and installation of IT facilities (main servers, workstations and peripherals) and systems development for the firm. Development and maintenance of company website (www.chugh.com).  Provide technical services like data management, onsite/offsite data backup, software installations and other end-user computer support, specially with applications and email management.  Establish contact with technical personnel of other companies regarding Internet service and other IT tasks.  

Systems Quality Assurance / Software Engineer  (Voxtron Philippine Inc., Quezon City, Philippines) Software quality assurance website development, software testing and evaluation of market release versions. Development, upgrades and integration of Computer Telephony Integration (CTI) projects to clients (Prime projects were the SM Dial-A-Movie IVR System and the WoodRose School Telephone Exchange System). Conduct CTI/Web seminars on universities and technical schools like PUP, CEU, TUP, MLQU and TIP 

Technical Staff / Info. Systems and Web Programmer (Polytechnic University of the Philippines- IT Services Dept., Manila) Development and maintenance of the second-phase university website (www.pup.edu.ph, prior to the PUP Zentaris site), information systems development (Laboratory Users Information System) and training for the IT Services Department, CCMIT and University Registrar, Installation and Maintenance of IT facilities for the university. Participated in the 5-member team project of the Philippine Senate Website (1998) under the supervision of Computech. 

Data Encoder / Programmer Trainee (Polytechnic University of the Philippines, Office of the University Registrar, Manila) Perform data entry, validation and general administrative support functions for student records during registration and enrollment. Training in the usage and maintenance of the University Student Information Systems facilitated by the EDP Office.

 

Educational Background

Master of Science in Computer Science (ongoing), University of the Philippines, College of Engineering - Computer Science Department.

Certificate in Advanced Network Management and Implementations, University of  Southern California,  Orange County, California, USA ;. A 6-month technical course for system administrators / network engineers supervised by NetInfo and ICTP.  Completed in March 2002 under company sponsorship. 

Bachelor’s Degree in Information Technology, Polytechnic University of the Philippines – College of Computer Management and Information Technology, Manila, Philippines; Graduated May 1999 with college recognitions for IT services rendered  and successful implementation of systems thesis during the college accreditation. 

Certificate in Computer Programming and Operations / Online Application Systems, Systems Technology Institute, Quezon City, Philippines; Completed in  April 1995 under Institute scholarship

 

Activities

• Website content contributor and associate designer of St. Joseph's Academy (Las Pinas) Alumni website (www.josephians.com)
• Website associate designer / programmer for a freelance US e-stocks website (www.mytradersource.com)
• Attendee, Microsoft Programs Developers Conference, (November 2001), Los Angeles Convention Center, L.A., California
• Attendee, Legal Works IT Professionals Seminar (November 2001), Orange County, California
• Member, Programs Development Class, PUP Sta. Mesa, Manila
• Member, BIT Society, PUP Sta. Mesa, Manila
• Member, Microsoft TECHNET, Philippines
• Post graduate studies ongoing, Master of Science in Computer Science, University of the Philippines, Quezon City
• Internal trainings for CCNA and Microsoft Certified Professional, Link2Support Inc, Quezon City
• Internal training for Work Management and ISO Internal Quality Management Systems Auditor facilitated by Neville-Clarke Phils.

Skills Set

• Internet / Intranet web development Visual Interdev, FrontPage 98/2000/2002 ,Macromedia Suite, IIS, HTML/ DHTML, ASP, JavaScript, XML/ XSS
• Network maintenance and installations Windows NT Server/ BackOffice/ 2000 Advanced Server, Microsoft Exchange Server, MS Proxy, DHCP, Domain Name Services, WINS, Remote access systems like PCAnywhere and VNC, Router/Firewall/Printserver configurations for LAN/WAN/VPN (with specialization on LinkSys router/firewall/printserver line), Wi-Fi Networking IEEE 802.11A, 802.11B and 802.11G), Computer Telephony Integration / Dialogic configurations
• IBM PC & compatibles setup and troubleshooting DOS, Windows 3.XX/ 95 / 98 / NT / 2000 / Me / XP, Microsoft Windows CE, Pocket PC 2002 / 2003 Microsoft Office Suite (all versions) and other PC utilities like Veritas Backup Exec, Norton Utilities, Norton Internet Securities, ZoneLab, Trend PC-Cillin, McAffee,  PCTools, Visio 2000 / 2002, BIOS configurations
• Information systems development, testing and implementations RDBMS, familiarity with Visual Basic, Visual C++ and Visual FoxPro, SourceSafe, Oracle/Developer 2000, SQL, C/C++, Rational Test; Software testing methodologies  using black box / white box approach as well as functional testing and test plans
  

Note: Complete contact information, character references and complete soft copy of this resume available upon request. Please email me at [email protected] or [email protected]. I can also be reached through Yahoo!Messenger, just send a message to epherjen. Thanks!

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