RICHELLE DYAN DE GUZMAN
Dubai,United Arab Emirates
Summary
A goal-driven IT professional and dedicated executive assistant with proven organizational and communication skills, seeking to enhance team efficiency and streamline operations. Experienced in managing calendars, coordinating travel arrangements, and facilitating seamless communication. Committed to providing exceptional support to executives and contributing to the overall success of the organization. IELTS and ITIL 4 certified.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
Work History
Administrative Assistant
American Hospital Dubai
Dubai, UAE
11.2019 - Current
- Reports to Chief Information Officer (CIO) and Chief Operating Officer (COO)
- Handles scheduling of meetings and calendar management for CIO, COO, and senior staff.
- Prepared, reviewed and submitted team expense reports.
- Acts as main contact for internal and external clients requiring IT intervention and support.
- Keeps and maintains an accurate filing system for preservation of office information.
- Prepare reports and correspondence, schedules meetings, coordinating IT events, arranges conference calls and other administrative functions.
- Monitor and update budget and account records.
- Prepare briefing materials and presentations for board meetings and executive committee meetings.
- Create email notifications, invitations and agendas for meetings, events, and appointments.
- Source and order office supplies within allocated budget.
- Drafted contracts and purchase orders for team.
- Assist the IT Business, Clinical, and Infrastructure teams with all queries on the ticketing system and apply changes on the ticketing system as required - Any other related duties as assigned by the CIO and COO.
- Arrange invoices for signature, update hospital and clinic budget and maintain spreadsheets.
- Raise expense requests in Oracle and communicate with concerned departments ensuring workflow is completed.
- Conducts user training on database systems, developing and implementing user-friendly training materials to enhance understanding.
- Act as Rostering manager of IT, uploads staff rosters and manages schedule violations.
- Maintain and store electronic and hard-copy documents/ records/ reports while protecting confidentiality and adhering to the hospital's risk management policies.
- Sort and filter all financial assistance requests from Inpatient and Outpatient clinics and coordinate with nurses and PRs for gathering complete documentation.
- Liaise with Finance and Procurement on purchase orders, invoices.
- Manage the IT asset inventory for all active and offboarded staff.
- Act as Remedy ticketing system administrator responsible for backend access, data configuration and application workflow for all staff.
- Generate ITSM reports and dashboards for Senior management.
Assistant Team Lead - IT Service Desk
Penta Corporate Hosting Limited
Dubai, UAE
03.2019 - 10.2019
- Reported to the IT Service Desk Team Lead
- Functioned as liaison between external clients and internal support staff to assure accurate problem interpretation.
- Managed the schedule of onsite and offsite engineers and maintain 100% of support calls are received and attended.
- Coordinated with Accounts team for all client-related billing requests
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Generated the monthly activity reports for 60 clients within DIFC
- Managed service tickets and incidents which require urgent response and action especially for VIP clients
- Highly experienced with Manage Engine Service Desk system
IT Service Desk Coordinator
Penta Corporate Hosting Limited
Dubai, UAE
10.2016 - 03.2019
- Reported to IT Service Desk Team Lead
- Functioned as team dispatcher who directly handles the IT service requests for 60 clients comprising of 500 plus users.
- Served as the first-line technical specialist that responds to all support tickets assigned using phone and email.
- Kept track of team schedule and ensured proper collaboration between tasks assigned to each team member.
- Analyzed 50-100 requests and determined course of action, ticket creation or routing using Manage Engine Service Desk Plus ticketing system.
- Authored IT procedures for the company's clients related to configuring accounts Maintained a record of all documentation and ensured that IT procedures are up to date.
- Directed IT-related queries and concerns to the appropriate engineer or personnel
- Oversaw data transfers, backup, and recovery on Citrix environment.
- Performed user and group account creation and deletion, mailbox management, password reset, account extensions.
- Developed procedures for improving IT services and user support.
- Reviewed the work logs submitted by each member of the team and generated reports.
- Prepared 80 monthly activity reports and sent it to all clients.
- Communicated with the clients any scheduled downtime of service desk operations.
IT Service Desk Coordinator
Al Fara'a Group
Al Ain, UAE
11.2015 - 09.2016
- Reported to Manager of IT Operations
- Acted as Regional Escalation Manager for UAE
- Gave first-line support to customers within agreed Service Line Agreement (SLA) in Manage Engine Service Desk Plus.
- Validated new and escalated tickets on the service desk board.
- Gathered business requirements from clients, performing detailed data analyses to document requirements.
- Troubleshot operating systems, hardware and software problems to identify root causes.
- Responsible for Active Directory management including email ID creation, disabling of user accounts, and password resets.
- Provided internet access, folder access, and external drive access and permissions.
- Broadcasted IT announcements for any planned or unplanned services downtime on SharePoint.
- Created and updated technical content in online knowledge base.
- Coordinated with internal IT team to ensure timely support is provided.
- Arranged engineer schedule and assign tickets based on daily plan.
- Managed new deployment process of HR for 150 new joiners.
Administrative Assistant
Exotic Colors Commercial Investments
Dubai, UAE
05.2015 - 09.2015
- Reported to Regional Retail Manager
- Supervised staff schedule, overtimes, and other related tasks
- Maintained product inventory and organized distribution to retail stores.
- Performed inventory transfers and inventory registration.
- Directly contacted customers on order availability.
- Answered all incoming calls and handled business-related inquiries.
- Retained confidential records and employee files.
- Conducted interviews for sales representatives upon requirement.
- Acted as main contact for internal and external clients.
- Kept and maintained accurate filing system for preservation of office information.
IT Remote Support Specialist
Fairchild Semiconductor Philippines
Cebu, Philippines
02.2013 - 12.2015
- Reported to Global Help Desk Supervisor
- Troubleshot and fixed hardware and software issues within the organization domain
- Monitored service requests and incidents and ensure they are completed in accordance with Service Level Agreements (SLA)
- Communicated with users throughout Asia, Europe and the United States - Escalated IT issues to support administrators during server or network downtime Documented and updated all Help Desk procedures - Handled Disaster Recovery for information systems and ensured service is uninterrupted in the event of disasters.
- Created change requests, incidents, and problem tickets using Nimsoft ticketing system.
Dell Chat & Email Program Moderator
Convergys (Stream Global Services)
Cebu, Philippines
10.2010 - 02.2013
- Reported to Service Delivery Manager
- Monitored real-time actual chat and emails and routed them to 125 chat and email support agents.
- Responded to forecast and changes in chat and email volumes.
- Proactively communicated with the Global Network Operations Center in the event of server downtimes.
- Recommended actions to accommodate unexpected changes in staffing requirements.
- Produced 5 daily status reports including call volume patterns, average handle time (AHT) patterns and staffing shrinkage.
- Notified the Operations Managers of increase or decline in chat and email volume.
- Managed the SLA performance real-time of all 125 agents with documentation and analysis.
Dell Technical Support Associate
Convergys (Stream Global Services)
Cebu, Philippines
06.2008 - 10.2010
- Reported to Team Lead
- Acted as first point of contact for customer issues and queries.
- Handled high call volumes with accuracy and efficiency for optimum productivity.
- Exceeded average handling time targets for over 10,000 users and technical sales targets reaching up to USD 5000
- Used computerized systems to track, document and retrieve information
- Handled customers' objections and rebuttals and resolved conflicts - Contributed to the overall customer satisfaction by receiving 35 top customer commendations out of 100
- Regularly updated product and knowledge database
- Enabled efficient follow-up by accurately recording customer requirements and details in Dell system.
- Established follow-up call systems to effectively resolve complaints and maintain customer loyalty.
- Met call time quotas with concise communication and following established scripts.
Education
ITIL 4 Foundation - Information Technology
Axelos
Dubai 01.2020 -
Diploma - Web Development
Shaw Academy
UK 07.2016 - 09.2016
Diploma - International English Language Testing System (IELTS)
British Council
Philippines 11.2012 -
Bachelor of Science - Computer Engineering
Silliman University
Philippines 06.2003 - 03.2008
Skills
- Meticulous attention to detail
- Expense reporting
- Schedule management
- Travel coordination
- Staff relations
- Executive presentation development
- Results-orientated
- Proper phone etiquette
- Professional correspondence
- Technical support
- Project budgeting
Languages
English
Fluent
Italian
Beginner
Timeline
ITIL 4 Foundation - Information Technology
Axelos
01.2020 -
Administrative Assistant
American Hospital Dubai
11.2019 - Current
Assistant Team Lead - IT Service Desk
Penta Corporate Hosting Limited
03.2019 - 10.2019
IT Service Desk Coordinator
Penta Corporate Hosting Limited
10.2016 - 03.2019
Diploma - Web Development
Shaw Academy
07.2016 - 09.2016
IT Service Desk Coordinator
Al Fara'a Group
11.2015 - 09.2016
Administrative Assistant
Exotic Colors Commercial Investments
05.2015 - 09.2015
IT Remote Support Specialist
Fairchild Semiconductor Philippines
02.2013 - 12.2015
Diploma - International English Language Testing System (IELTS)
British Council
11.2012 -
Dell Chat & Email Program Moderator
Convergys (Stream Global Services)
10.2010 - 02.2013
Dell Technical Support Associate
Convergys (Stream Global Services)
06.2008 - 10.2010
Bachelor of Science - Computer Engineering
Silliman University
06.2003 - 03.2008
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