ALEILY IVY P. JETAJOBE
Rodriguez, Province Of Rizal,RIZ
Summary
Highly motivated and academically-driven individual with a strong background in technical support and a commitment to excellent customer service. Proven track record of resolving complex issues and ensuring seamless IT operations. Known for collaborative nature, adaptability, and prioritizing team goals and improving user satisfaction. Aims to achieve a top-ranking profile in the field by leveraging skills and applying acquired knowledge and work experiences.
Overview
4
4
years of professional experience
Work History
Service Desk Analyst
Converge ICT Solutions Inc.
01.2022 - 09.2024
- Engaged in user support interactions via telephone and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for client.
- Consistently met or exceeded key performance indicators related to service quality and response times.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
Service Desk Analyst
ActionLabs IT Services Phils, Corp.
01.2021 - 04.2021
- Engaged in user support interactions via telephone and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Proactively identified recurring issues and worked with relevant departments to implement solutions.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
Education
Bachelor of Science - Information Technology
Colegio De Montalban
Rodriguez, Province Of Rizal, Philippines01.2020
Skills
- Proficient in Microsoft Application (Word, Excel, PowerPoint)
- Knowledgeable in basic wireless and wired connection
- Experienced in handling customer service through technical concerns
- Client relationship management
- Remote technical support
- Service level agreements
- Technical service dispatch
- Ticketing systems
- Help desk support
Training
- Global Trends in Employment – Pamantasan ng Montalban Library [February26,2014]
- Sensor Technology – Pamantasan ng Montalban Library [January242014]
- Game Development – Pamantasan ng Montalban Library [January24,2014]
- Embedded System and Artificial Intelligence – Ever Gotesco Mall [December07,2013]
- Cisco Structure and Network Security – Ever Gotesco Mall [December07,2013]
- Android Apps Development – Ever Gotesco Mall [December07,2013]
- IOS Apps Development – Ever Gotesco Mall [December07,2013]
Disclaimer
I hereby declare that the information written above is true and correct to the best of my knowledge and belief
PROFESSIONAL TRAITS
- I’m Flexible and willing to try new things and interested in improving efficiency on assigned tasks.
- I’m very attentive to Details that concerned with quality. Produce work that is orderly and attractive. Ensure tasks are completed correctly and on time.
- I’m diligent, honest, and responsible. Education taught me academic learning, refined my working attitude, and literacy in computer operation. I envision myself as a professional ready to deliver superior service with dedication and commitment.
Timeline
Service Desk Analyst
Converge ICT Solutions Inc.
01.2022 - 09.2024
Service Desk Analyst
ActionLabs IT Services Phils, Corp.
01.2021 - 04.2021
Bachelor of Science - Information Technology
Colegio De Montalban
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