Darlene Petilla
Quezon City, Metro Manila
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
8
8
years of professional experience
Work History
Client Application Support
Global Payments
07.2022 - 06.2024
- Implemented proactive measures to prevent recurring issues, reducing overall support ticket volume over time.
- Contributed to the development of best practices for application support processes, enhancing overall efficiency within the team.
- Assisted in the integration of new software systems with existing infrastructure, facilitating seamless transitions for endusers.
- Conducted routine maintenance on applications to ensure optimal performance and minimal downtime.
- Cultivated positive relationships with clients through consistent delivery of top-notch support services, fostering long-term satisfaction.
- Provided exceptional customer service through clear communication, effective problem-solving, and prompt issue resolution.
- Enhanced software performance by troubleshooting and resolving technical issues promptly.
- Managed helpdesk requests promptly, ensuring timely resolution of end-user concerns.
Technical Support Representative
Concentrix
11.2016 - 07.2022
- 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.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
Education
Bachelor of Science - Information Technology
Our Lady of Fatima University
Valenzuela, Metro Manila, Philippines 04.2001 -
Skills
Remote Support
Software Installation
Customer Support
Problem Resolution
Hardware support
System Configuration
System Analysis
Teamwork and Collaboration
Customer Service
Problem-Solving
Microsoft Windows and Office
Time Management
Problem-solving abilities
Troubleshooting Network Issues
Timeline
Client Application Support
Global Payments
07.2022 - 06.2024
Technical Support Representative
Concentrix
11.2016 - 07.2022
Bachelor of Science - Information Technology
Our Lady of Fatima University
04.2001 -
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