Computer Games
Jefford Mari Pacaldo
Bachelor Of Science In Computer Science
175 - D Katipunan St. La Paloma Subdivision. Tisa Cebu City
Summary
Talented IT Service Desk Analyst with gift for understanding needs of both business and home users. Proven skill in resolving problems quickly on first call, providing resolution in a timely manner and adheres to company policy and procedures. Being tech savvy and experienced in troubleshooting computer hardware and software issues within the enterprise. A versatile tech analyst skilled at offering easy-to-understand guidance and actionable advice to non tech savvy users. Positively impacts all customer interactions by providing excellent customer service skills such as building rapport, being empathetic and most importantly by being confident.
Overview
7
7
years of professional experience
7
7
years of post-secondary education
Work History
IT Service Desk Analyst
Optum Global Advantage
12.2021 - Current
- 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.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented support interactions for future reference.
- Researched product and issue resolution tactics to address customer concerns.
- Assisted with updating technical support best practices for use by team.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone, chat and email.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Translated complex technical issues into digestible language for non-technical users.
Technical Support Specialist
Concentrix
Cebu City, Philippines
02.2017 - 11.2021
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks for network and connectivity issues.
- Managed to take 25-35 calls per day.
- Provided answers to billing inquiries and submit necessary billing adjustments.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality also to improve first call resolution.
- Escalated tickets to dispatch team for sooner technician appointments or emergencies.
- Troubleshoot email service and third-party email client such as Outlook, Google mail, Yahoo and etc.
- Provides basic troubleshooting for streaming apps, printers and desktop (i.e. app installation, basic printer network setup, desktop network troubleshooting )
Education
Bachelor of Science - Computer Science
AMA Computer Collefge
46 S. Cabahug Cor. Pres. Roxas St. Casals Village 06.2014 - 03.2017
High School Diploma -
University of Cebu
Sanciangko St, Cebu City, 6000 Cebu 06.2010 - 03.2014
Skills
Hardware Support
Accomplishments
- Recipient of individual and departmental awards for providing stellar client service.
- Best Employee for Net Promoter Score (NPS) Award in 2022
- Best Employee for Customer Satisfaction (CSAT) Award in 2022
- Recipient of being a top agent of the year 2019
Interests
Watching Anime or Comics
Computer Games
Timeline
IT Service Desk Analyst
Optum Global Advantage
12.2021 - Current
Technical Support Specialist
Concentrix
02.2017 - 11.2021
Bachelor of Science - Computer Science
AMA Computer Collefge
06.2014 - 03.2017
High School Diploma -
University of Cebu
06.2010 - 03.2014
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