Renee Samar

Provided Level 1 and Level 2 application support for internal systems, including troubleshooting, code debugging, root cause analysis, and issue resolution. Developed a strong understanding of end-to-end business processes and operational workflows for business operations, enabling effective issue analysis, impact assessment, and application support aligned with business requirements. Conducted root cause analysis and ensured compliance with Service Level Agreements (SLAs) by meeting incident response and resolution targets.

I.T. DEVELOPMENT SUPPORT - MARYGRACE FOODS, INC.

(2023-09)

• Provided Level 1 and Level 2 application support for internal systems, including troubleshooting, code debugging, root cause analysis, and issue resolution.
• Developed a strong understanding of end-to-end business processes and operational workflows for business operations, enabling effective issue analysis, impact assessment, and application support aligned with business requirements.
• Conducted root cause analysis and ensured compliance with Service Level Agreements (SLAs) by meeting incident response and resolution targets.
• Managed incident documentation, knowledge base updates, and escalation of complex issues to improve support efficiency and resolution times.
• Administered MySQL databases, including query optimization, data maintenance, user access management, backups, and data extraction for reporting and analysis.
• Performed QA and UAT testing for new features and system enhancements, identifying defects and supporting successful deployments.
• Collaborated with developers, QA, and infrastructure teams to resolve application issues, maintain system reliability, and support system enhancements.
• Supported server recovery, migration, backup, and restoration activities to ensure business continuity during outages.
• Assisted in the implementation, deployment, and rollout of systems and modules across commissary and bakery operations.
• Delivered end-user support, onboarding, and training, including remote troubleshooting of software, hardware, network, and peripheral device issues.

CUSTOMER HAPPINESS ASSOCIATE - LALAMOVE PHILIPPINES, INC.

(2019-03 - 2019-08)

• Driver Chat Support - Processing of customer orders, rebooking of transaction, modification etc. for fulfillment rate purposes.
• Handle and resolve complaints both for drivers and clients. Submit tickets for escalated concerns such as damaged/missing items, undelivered orders, etc.

ONLINE SALES REPRESENTATIVE - TVSHOP PHILIPPINES

(2017 - 2018)

• Connect with potential customers via online Facebook page, chat or phone calls research needs, and qualify them as good fits for products/services. Guide through the sales funnel, explain products, negotiate prices, and close deals.

SERVICE CREW (TEAM LEADER) - KFC

(2013 - 2015)

BACHELOR OF SCIENCE - COMPUTER SCIENCE - TAGUIG CITY UNIVERSITY (2019-08 - 2023-08)

INTERNSHIP - DEPARTMENT OF SCIENCE AND TECHNOLOGY – ITDI (2023-01 - 2023-05)