Joanne Maryrose Olaes
General Trias, Province Of Cavite
Summary
Detail-oriented and results-driven IT professional with over 6 years of experience in technical support and helpdesk operations, and 4 years of experience in knowledge management. Proven ability to manage and optimize knowledge bases, lead process improvements, and drive user satisfaction through effective support, analytics, and documentation. Holds certifications in Project Management, Change Management, and Knowledge Management, with strong competencies in reporting, instructional design, customer service, and cross-functional collaboration.
Overview
13
13
years of professional experience
Work History
Knowledge Specialist II
Stefanini Philippines Inc.
05.2021 - Current
- Lead efforts in processing analytical reports to identify knowledge gaps and user pain points.
- Enhance documentation processes and knowledge base quality through proactive content updates.
- Collaborate with cross-functional teams to implement changes and ensure continuous improvement.
- Develop and maintain metrics dashboards to monitor knowledge base usage and performance.
- Conduct regular audits and reviews of content to maintain accuracy and compliance with standards.
- Mentor junior team members and contribute to internal training initiatives.
- Assist in the design and implementation of new tools and processes to improve knowledge workflows.
Knowledge Specialist I
Stefanini Philippines Inc.
05.2019 - 05.2021
- Managed the client's knowledge base, including creation and maintenance of technical documentation.
- Ensured content accuracy and relevance to support user troubleshooting and issue resolution.
- Supported the launch of new knowledge initiatives and contributed to KCS (Knowledge-Centered Service) practices.
IT Help Desk Technician
Stefanini Philippines Inc.
06.2018 - 05.2019
- Provided technical support for advanced computer and software issues.
- Resolved user-reported problems through effective troubleshooting and resolution strategies.
- Delivered timely support in accordance with SLA guidelines and ensured customer satisfaction.
Technical Support Representative
Teleperformance
09.2012 - 05.2018
- Delivered first-level support to end users for common technical issues.
- Diagnosed and resolved hardware and software problems with professionalism and care.
- Maintained high customer satisfaction ratings by ensuring prompt and courteous assistance.
Education
Bachelor of Science - Information Technology
San Sebastian College-Recoletos De Cavite
Cavite City, Province Of Cavite, Philippines03-2012
Skills
- Knowledge Management KCS
- Technical Writing Documentation
- Change Management Project Management
- Instructional Design Presentations
- Reporting & Analysis ServiceNow
- Help Desk Support Customer Service
- HTML Hardware Troubleshooting Technical Support
Timeline
Knowledge Specialist II
Stefanini Philippines Inc.
05.2021 - Current
Knowledge Specialist I
Stefanini Philippines Inc.
05.2019 - 05.2021
IT Help Desk Technician
Stefanini Philippines Inc.
06.2018 - 05.2019
Technical Support Representative
Teleperformance
09.2012 - 05.2018
Bachelor of Science - Information Technology
San Sebastian College-Recoletos De Cavite
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