Gerald Marzo
IT Service Desk Analyst
Pasig City
Summary
Detail-oriented IT Service Desk Analyst with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. A team player with strong organizational skills and ready to help the team to achieve company goals.
Overview
6
6
years of professional experience
12
12
years of post-secondary education
7
7
Certifications
1
1
Language
Work History
IT Service Desk Analyst
UNISYS
Mandaluyong City
08.2023 - 01.2024
- Managed high levels of call flow and responded to technical support needs.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Customer Support Advisor
Entain Manila
Pasay City
04.2021 - 08.2023
- Handling customer inquiries via chat/email/phone; product-related (Sports, Casino, Poker) as well as cashier-related matters
- POC for approving escalations, Support for nesters.
Customer Care Office/ TSR
Concentrix
Makati City
09.2019 - 02.2021
- Assisting customer queries regarding their Home broadband for both touchpoints voice and chats
- Answered all customer queries such as complaints, technical issues, and billing for their home broadband service
- Got upskilled as TSR due to IT background.
Customer Service Representative
Teleperformance
Pasig City
05.2019 - 07.2019
- Responsible for taking inbound calls and providing assistance to customers who may want to modify their Flight reservations such as re-scheduling, cancelling, and any other changes to their itineraries.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Customer Relations Specialist
LBC Express Inc
Pasig City
11.2017 - 02.2019
- Performing tasks such as taking outbound and inbound calls for customers who are making a follow-up with the status of their shipments
- Directly coordinating with the facility hubs to expedite shipments that are beyond turnaround time.
Education
Associate in Information and Communication Technology -
International Electronics And Technical Institute (IETI)
Pasay City 04.2015 - 01.2017
Secondary Graduate -
Pasay City East High School
01.2011 - 01.2015
Elementary School -
Bayanan Elementary School Unit-1
01.2005 - 01.2011
Skills
Ticket support system management
Desktop support
PC component diagnostics
Issue troubleshooting
Network diagnostics
Software Diagnosis
Microsoft Outlook
Complaint resolution
Customer service expert
Application support
Windows 10
Technical issues analysis
Technical Support
User credential management
Account management
Certification
NCII in Computer Systems Servicing, 03/2017 - 03/2022
References
- Joni Capili, 09171065704, Team Lead (UNISYS)
- Jayson Pereira, 09395085291, Customer Support Advisor (ENTAIN MANILA)
- Mark Andrew Villegas, 09059538333, Customer Care Officer (CONCENTRIX)
Timeline
IT Service Desk Analyst
UNISYS
08.2023 - 01.2024
Customer Support Advisor
Entain Manila
04.2021 - 08.2023
Customer Care Office/ TSR
Concentrix
09.2019 - 02.2021
Customer Service Representative
Teleperformance
05.2019 - 07.2019
Customer Relations Specialist
LBC Express Inc
11.2017 - 02.2019
Associate in Information and Communication Technology -
International Electronics And Technical Institute (IETI)
04.2015 - 01.2017
Secondary Graduate -
Pasay City East High School
01.2011 - 01.2015
Elementary School -
Bayanan Elementary School Unit-1
01.2005 - 01.2011