John Paul Sta Maria
IT Analyst
Muntinlupa,RIZ
Summary
Detail-oriented and experienced IT professional with over 8 years of experience in technical support roles. Proven track record of troubleshooting IT issues, providing exceptional support via phone, email, and chat, and guiding customers through technical challenges. Adept at managing CRM and ticketing systems, documenting interactions, and assisting in customer onboarding. Committed to enhancing customer satisfaction and improving support processes.
Overview
11
11
years of professional experience
Work History
IT Service Desk Analyst
Optum Global Solutions, UHG
8 2018 - Current
- Troubleshoot and resolve IT issues, including login problems, password resets, and remote access issues through phone, email, and chat support
- Provide technical assistance for computer systems, software, and hardware issues, ensuring timely and effective resolutions
- Create and update technical documentation, including walkthrough workflows and FAQs for customer onboarding
- Document customer interactions and service requests in the CRM, maintaining accurate and up-to-date records
- Utilize the ticketing system to track service requests and customer feedback, driving continuous improvement in support processes.
Technical Support
Sykes Asia
2017.07 - 2018.08
- Provided technical support to customers via calls, emails, and ticketing system, resolving issues related to audio equipment and accessories
- Assisted with product selection, order placement, tracking, and warranty claims, ensuring a smooth customer experience
- Handled escalations, supervised calls, provided feedback, and monitored agent performance, contributing to enhanced team efficiency
- Conducted knowledge transfer sessions for new hires and supported ongoing training initiatives.
IT Service Desk
Infosys BPO Ltd
2015.06 - 2017.06
- Delivered technical support for computer systems, software, and hardware through various support channels including chat, email, and self-service tickets
- Assisted with application access, Active Directory group management, password resets, VPN troubleshooting, and MS Office application support
- Managed escalations, supervised calls, handled feedback, and provided support to agents in production.
Customer Service Representative (Booking Agent)
Teleperfomance Philippines
2015.04 - 2015.06
- Assisted customers with booking, modifying, and canceling hotel reservations, including resolving technical issues with the Hotels.com website or app
- Provided support for account management, feedback collection, and promotional offers, contributing to customer satisfaction and loyalty
- Ensured accurate documentation of customer interactions and transactions, adhering to company policies and data protection laws.
Customer Service Representative
Convergys
2013.09 - 2014.01
- Handled customer inquiries, complaints, upselling and technical issues related to telecommunications services, providing effective solutions and escalating when necessary
- Assisted with account management, billing inquiries, and order processing, ensuring accurate and timely service delivery
- Gathered customer feedback to identify trends and areas for improvement, contributing to enhanced service quality.
Education
Bachelor of Science - Information Technology
Pamantasan Ng Lungsod Ng Muntinlupa
City Of Muntinlupa, Metron Manila 2001.04 -
Skills
Ticketing System Management (Remedy, ServiceNow, Salesforce)
Escalation Management and Feedback Collection
Effective Communication and Problem-Solving
Service Desk Experience
Customer Service
Timeline
Technical Support
Sykes Asia
2017.07 - 2018.08
IT Service Desk
Infosys BPO Ltd
2015.06 - 2017.06
Customer Service Representative (Booking Agent)
Teleperfomance Philippines
2015.04 - 2015.06
Customer Service Representative
Convergys
2013.09 - 2014.01
Bachelor of Science - Information Technology
Pamantasan Ng Lungsod Ng Muntinlupa
2001.04 -
IT Service Desk Analyst
Optum Global Solutions, UHG
8 2018 - Current
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