CRISHA MALATAG
HELPDESK/TECHNICAL SUPPORT
Cebu City, Province of Cebu
Summary
Adept at IT troubleshooting and analytical thinking, I excelled in providing top-tier customer service and incident management Leveraging expertise in Active Directory and remote desktop support, I significantly enhanced client satisfaction and operational efficiency, showcasing a strong ability to resolve complex IT issues swiftly and effectively.
Overview
4
4
years of professional experience
Work History
M365 L1 Support Ambassador
Crayon Software Experts Philippines
07.2024 - Current
- Provide front-line, end-use, and administrator support for customers
- Serve as the product expert for the M365 suite of applications and their capabilities
- Act as the first point of contact for M365 customers and work to provide end-to-end managed support across the spectrum of Microsoft products and services.
- Troubleshooting experience in supporting legacy Microsoft Office Suites, as well as modern Office suites, including deployment and migrations.
Cloud Tech Support Analyst
Accenture Inc
01.2022 - 07.2024
- Identified and resolved problems through root cause analysis and research.
- Provide prompt resolution to clients IT issues and inquiries ensuring seamless operation of O365 products and real time supports
- Collaborate with various support teams to address complex cases
- Subject Matter Expert which handles escalated tickets, case management and assists various analyst.
- Contribute to knowledge management, and escalate incidents, when necessary.
- Strong verbal and written communication skills, coupled with the ability to work effectively in a fast-paced, client centric environment.
Administrative Assistant
Security Bank Corporation
09.2020 - 11.2021
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Created and maintained databases to track and record customer data.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
Education
Bachelor of Science - Marketing Management
University of Makati
Makati City, Metro Manila, Philippines 04.2001 -
Skills
Customer Service
Incident Response
Analytical Thinking
IT Troubleshooting
Installation and Configuration
Remote Desktop Support
Incident Management
Active Directory
Ticketing System
Customer Service
Service Desk Voice Support
Languages
English
Advanced (C1)
Timeline
M365 L1 Support Ambassador
Crayon Software Experts Philippines
07.2024 - Current
Cloud Tech Support Analyst
Accenture Inc
01.2022 - 07.2024
Administrative Assistant
Security Bank Corporation
09.2020 - 11.2021
Bachelor of Science - Marketing Management
University of Makati
04.2001 -