Bernardino Sitson
Information Technology ServiceDesk Analyst
Iloilo City, Province of Iloilo
Summary
Accomplished ServiceDesk Team Lead with a proven track record at TELUS International Philippines, enhancing user experience through effective troubleshooting and remote support. Skilled in team management and ITIL knowledge, I significantly improved customer satisfaction. Expert in guest complaint resolution, my leadership and technical skills drive results and operational excellence.
Overview
18
18
years of professional experience
1
1
Certification
Work History
ServiceDesk Team Lead
TELUS International Philippines
Iloilo City
2012.01 - 2024.10
- Engaged in user support interactions via telephone, chat and email platforms.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
Technical Support Representative
Sutherland Global Service
2010.12 - 2011.12
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Technical Support Representative
Sykes Asia
2006.06 - 2010.06
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Education
High School Diploma -
Nazareth School of National University
Manila, Metro Manila, Philippines 2001.04 -
Skills
Remote Support
Team Management
Guest complaint resolution
Reporting and analysis
ITIL Knowledge
Certification
Information Technology Infrastructure Library V3
Timeline
ServiceDesk Team Lead
TELUS International Philippines
2012.01 - 2024.10
Technical Support Representative
Sutherland Global Service
2010.12 - 2011.12
Technical Support Representative
Sykes Asia
2006.06 - 2010.06
High School Diploma -
Nazareth School of National University
2001.04 -
Information Technology Infrastructure Library V3
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