GINA CASTRO SATORRE
Abu Dhabi
Summary
To perform quality of work with utmost devotion and dedication to duty and with the highest degree of excellence, professionalism, intelligence and skill in order to contribute to the success of an organization.
Overview
8
8
years of professional experience
1
1
Certification
Work History
CARECOORDINATOR
CHANGE HEALTHCARE -US
03.2019 - 05.2022
- Successfully negotiated client contract renewals to create increased revenue.
- Monitored progress towards patient goals, adjusting care plans as needed to achieve desired results.
- Enhanced patient care by developing and implementing comprehensive care plans.
- Defined testing protocols, quality assurance initiatives and clinic policies and procedures.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Ordered all pharmacy supplies and kept check on inventory levels.
DATA ANALYST
BOSTON SCIENTIFIC -US
- Developed complex dashboard and reporting tools to track business performance metrics.
- Collaborated with business-unit leaders to identify and prioritize problems.
- Extracted and interpreted data patterns to translate findings into actionable outcomes.
- Generated standard and custom reports to provide insights into business performance.
- Improved decision-making processes with accurate data analysis and visualization techniques.
EVENT ANALYST
PHILIPS ELECTRONICS INTL.
- Evaluated customer needs and feedback to drive product and service improvements.
- Reduced operational costs with thorough analysis of vendor performance metrics and contract negotiations.
- Leveraged big data technologies to manage large datasets efficiently while maintaining high levels of performance.
- Conducted workplace compliance training to reduce liability risks and operate effectively.
- Collected, arranged, and input information into database system.
- Queried databases for information needed for report processing.
- Observed packing operations to verify conformance to specifications.
IT Service Desk Analyst
FTI Consulting, Inc
10.2023 - Current
- Researched product and issue resolution tactics to address customer concerns.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Maintained up-to-date expertise in relevant technologies by attending industry conferences, participating in webinars, and staying current with trade publications.
- Monitored systems in operation and quickly troubleshot errors.
- Helped streamline repair processes and update procedures for support action consistency.
- Configured hardware and granted system permissions to new employees.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Diagnosed and troubleshot hardware, software and network issues.
- Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Acted as an effective liaison between end-users and developers, translating technical issues into clear action items for bug resolution or feature enhancements.
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Spearheaded software upgrades and hardware replacements for improved system functionality across departments.
- Provided exceptional customer support during high-profile events such as product launches or company-wide system migrations.
GLOBAL IT SERVICE DESK ANALYST
SKYRISE ALPHA BLDG. SAMARLOOP
07.2022 - Current
- Acts as technical escalation for Service Desk Analyst for any issue prior to being escalated to L2 to ensure proper technical resolution was done and proper process followed
- Conduct trends analysis on most common issues escalated and propose & implement ways to improve SLAs
- Handling of incidents or requests in alignment with QBE IT processes and procedures individually if required- transferred from policy/procedures
- Assist in the development and improvement of QBE problem and incident management processes and procedures
- Research and documents technical solutions using all available resources to update KBs which may require coordination with other resolvers groups (both internal and external to QBE)
- Identifies and documents improvements to technical resolution processes
- Assist in review of new scope being given to the GD on technical and process feasibility
- Provides guidance and expertise for issues within existing processes and procedures
- Aides SDAs to ensure all tickets handled are up-to-date and in process towards resolution
- Addresses customer escalations on technical and process-related concerns
- Assist in creation and maintenance of capability level measurements for GSD
- Analysis of escalation trends and provide insights to improve training
- Provides insights to team direction for improvement
- Conduct trends analysis on raised issues and proposes and implements ways to improve issue prevention
- Provide technical expertise and mentoring to Service Desk Analyst based on scorecard results and escalations
- Provides technical training to new hires
- Acts as Officer-in-charge when team leader is unavailable
- Establish rapport and collaborative team environment with mentees
- Provides input to performance management process
- Coordinates and supervises routine day-to-day work.
TECHNICAL SUPPORT ASSOCIATE II
CEBU 5 JCENTER MALL
02.2016 - 09.2018
- Ensures that antivirus definition, Microsoft patches are updated as outlined by Desktop Engineering and performs the checks if needed
- Prepares, maintains and submit reports and applicable records of computer hardware and software inventory by site and system
- Troubleshoots and resolves complex multi-user computer systems and LAN
- WAN and voice connectivity problems including users access and components configuration
- Support B2B and remote users computer.
Education
Associate of Science - Computer Technology
University of Cebu- Banilad
Cebu City, Cebu Philippines03.2012
Skills
- Documentation
- Pharmacy operations management
- Monitoring tools
- Electronic Medical Record Software
- Drug Inventory Management
- HIPAA Guidelines
- Medical terminology understanding
- Medication Dispensing
Additional Information
Experience with remote control technologies and IT Service Management/ ticket toolsets in a multi-vendor environment, Experience with Microsoft Azure Active Directory, Active Roles, Citrix & a basic understanding of TXP/IP, DHCP, DNS & Networking concepts, Experience Handling Office 365 Exchange/Lync Support tasks & troubleshooting's, Experience supporting peripheral devices issues e.g printer & mobile devices., Knowledge/ Experience on Servicenow, PowerBI, Mac OS, Microsoft VDIs and VIP Support.
Data Analyst
BOSTON SCIENTIFIC -US
Event Analyst
PHILIPS ELECTRONICS INTL.
Wipro Philippines
GAGFA IT TOWER PANAGDAIT, MABOLO CEBU CITY, PHILIPPINES, 6001, Back office setting for a Medical Device Client (USA based), Works with paper reports that was send directly from the hospital, doctors and clinic to FDA., Transcribe device incident reports from sales representatives and /or HCPs accurately in the complaints system., In charge and responsible for creating information for return and replacement goods., Processes and calculates credit memo requests, Writes investigation analysis letters of defective devices once product investigation is done.
Schools Attended
- College, Associate in Computer Technology, University of Cebu Banilad Campus, Cebu City, Philippines, 6000
- High School, Camp Lapu Lapu National High School, Apas, Cebu City, Cebu, 6000
- Elementary, Camp Lapu-Lapu Elementary School, Apas, Cebu City, Cebu, 6000
Care Coordinator
CHANGE HEALTHCARE -US
References
- Maria Teresa Baron (Tess Baron), Global Service Desk TEAM LEADER, GSSC- QBE Insurance, Cebu City, Cebu, 6000, (+63)9175499267, tess.baron@qbe.com
- ALVIN BARORO JR., TECHNICAL SUPPORT TEAM LEADER, CONVERGYS-CONCENTRIX, JCENTER MALL MANDAUE CITY, MANDAUE CITY, CEBU, 09171268091, vinniebarz@yahoo.com
- VIKRAM SINGH, OPERATIONS MANAGER -PHILJPS, WIPRO PHILIPPINES INC., +91 9004978976, Vikramd16@gmail.com
Certification
Customer Service: Problem-Solving and Troubleshooting
Customer Service Using AI and Machine Learning (2020)
IT Security Foundations: Core Concepts
ITIL® Foundation 4 First Look
The Cybersecurity Threat Landscape
Creating Your IT Strategy
Customer Service Foundations
IT Service Desk: Service Management
Intro to Service Management with ITIL® 4
Introduction to IT Architecture
Microsoft Office 365: Administration (Office 365/Microsoft 365)
Program Management for IT Professionals
Succeeding as a First-Time Tech Manager
Languages
English
Advanced (C1)
Timeline
IT Service Desk Analyst
FTI Consulting, Inc
10.2023 - Current
GLOBAL IT SERVICE DESK ANALYST
SKYRISE ALPHA BLDG. SAMARLOOP
07.2022 - Current
CARECOORDINATOR
CHANGE HEALTHCARE -US
03.2019 - 05.2022
TECHNICAL SUPPORT ASSOCIATE II
CEBU 5 JCENTER MALL
02.2016 - 09.2018
DATA ANALYST
BOSTON SCIENTIFIC -US
EVENT ANALYST
PHILIPS ELECTRONICS INTL.
Associate of Science - Computer Technology
University of Cebu- Banilad
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