Bernadette Zubia
MyTechnicalServiceDesk (MyTSD) - Engineer I
Sta. Rosa
Summary
Professional Support Specialist with broad experience in delivering exceptional client assistance and resolving complex issues. Strong focus on team collaboration, adapting to changing needs, and achieving results. Skilled in troubleshooting, communication, and conflict resolution. Known for reliability, problem-solving, and customer-centric approach.
Developed strong analytical and communication skills in fast-paced support environment. Demonstrated ability to manage customer inquiries and technical issues, ensuring prompt and effective resolution.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Support Specialist
MyTechnical Service Desk (MyTSD)
05.2022 - Current
- Company Overview: ING Hubs PH, BGC Taguig City
- Provides first level of support for all ING Hubs PH employees by a solution through information gathering, analytical troubleshooting and problem research, or to route or escalate the call to the appropriate resolver group
- Experienced with using ServiceNow as ticketing tool
- Mainly focused on handling and troubleshoot web-based and standalone applications
- Assists users in setting up Cloud Managed Workplace machines, password reset, setting up Microsoft authenticator, requesting of Identity Access Management roles
- Knowledgeable in Office 365, One Drive setup, Active Directory, SharePoint and Mac OS device
- Made significant contributions to our iHelp and MyHotkey for end user accessibility in day-to-day tasks
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
Customer Solutions Teammate
Paypal
07.2021 - 05.2022
- Company Overview: Alabang, Muntinlupa City
- Provides customer support for Paypal consumers
- Expert in multi-tasking through various systems, screens, and tasks during customer interaction
- Mainly focused on working independently while making business decisions on case through and focus on results upon customer contact
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Request Fulfillment Management Specialist
IBM
05.2019 - 06.2021
- Company Overview: Nuvali, Sta Rosa City, Laguna (Telephony team) CitiBank Account
- Experienced in using ResolveIT as tool in completing CITI Marketplace requests for Citibank employees
- Supports most of APAC countries for VOIP requests for Cisco and Avaya
- Expert in using CUCA / CUCM and Pinnacle for creating / reassigning extensions and MAC address activation (desk phone) for APAC users
- Optimized workflow efficiency through the introduction of innovative process improvements such as bulk upload to accommodate high volume of requests.
IT Service Desk Specialist
IBM
06.2017 - 05.2019
- Company Overview: Nuvali, Sta Rosa City, Laguna
- L1.5 support specialist
- Familiar with use of Cloud desktop 2.0 / VMWare
- Experienced with using ServiceNow as ticketing tool
- Mainly focused on troubleshooting applications for Citibank employees using remote connection via Skype/ RDC or MSRA (requires admin access)
- Assists on password resets and basic functionality of a CITI supported application
- Knowledgeable in functionality and activation of Blackberry apps such as BB Work / BB Connect
- Improved customer satisfaction by efficiently addressing and resolving service desk tickets.
Customer Service Associate
Convergys
11.2014 - 01.2016
- Company Overview: Alabang II (now known as Concentrix), Northgate Cyberzone, Alabang, Muntinlupa
- Handling queries on consumer accounts, bill disputes and phone upgrades
- Includes sim and IMEI activation of new phones under consumer's account
- Basic troubleshooting on mobile devices
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
Education
Bachelor of Science - Nursing
Southern Luzon State University
Lucban, Quezon 01.2009 - 01.2011
Secondary - undefined
Manuel S. Enverga University Foundation Inc.
Catanauan, Quezon 01.2008 - 01.2009
Primary - undefined
Nicanor C. Garcia Sr. Elementary School
01.2004 - 01.2005
Skills
Customer relationship management
Customer service expert (Local and International)
Remote support (Using MSRA, RDC, Quick Assist and RE=emote Help)
Mobile Device Management Support (iOS and Android)
Ticket management and documentation
Asset lifecycle management
Teamwork and collaboration
Microsoft Office 365
Support of Windows 10/11
MacOS Support
Cloud Managed Workpalce
VMWare Application
Cisco and Avaya configuration (VOIP)
ITIL framework
Certification
Service Desk Analyst v8 Certificate, Trends Academy
Timeline
ITIL 4 Foundation Certificate in IT Service Management, SAS Management Inc.
10-2024
Service Desk Analyst v8 Certificate, Trends Academy
08-2024
Support Specialist
MyTechnical Service Desk (MyTSD)
05.2022 - Current
Customer Solutions Teammate
Paypal
07.2021 - 05.2022
Request Fulfillment Management Specialist
IBM
05.2019 - 06.2021
IT Service Desk Specialist
IBM
06.2017 - 05.2019
Customer Service Associate
Convergys
11.2014 - 01.2016
Bachelor of Science - Nursing
Southern Luzon State University
01.2009 - 01.2011
Secondary - undefined
Manuel S. Enverga University Foundation Inc.
01.2008 - 01.2009
Primary - undefined
Nicanor C. Garcia Sr. Elementary School
01.2004 - 01.2005
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