JOSEPH MARCELO
Virtual Assistant / Technical Support Engineer
Sta. Maria
Summary
Teammate (Retention & Technical Support) improves customer retention by retaining 26–50 accounts per month, resolving subscription issues, tailoring plan tiers, and supporting equipment sales for a home security client, while maintaining a strong Customer Satisfaction Rating. Diagnoses 61+ devices per week, including CCTV cameras, smart doorbells, and alarm configurations, then coordinates 26+ field dispatches per month for on-site installations. Balances technical troubleshooting with churn reduction and contract changes that fit customer use cases.
Overview
1
1
Language
25
25
years of professional experience
Work History
Freelance VA /IT Technical Support Specialist
Freelance
Santa Maria, Bulacan
06.2024 - Current
- Provided technical support for hardware and software issues, ensuring minimal downtime for users.
- Diagnosed and resolved network connectivity problems, enhancing system performance and user satisfaction.
- Trained staff on new technologies and tools, improving overall team efficiency and productivity.
- Developed user documentation and training materials, facilitating knowledge transfer across departments.
Teammate (Retention & Technical Support)
TaskUs
Santa Maria, Bulacan
11.2023 - 05.2024
- Managed retention efforts, reducing churn for tier-1 home security client by resolving subscription issues and customizing plan tiers.
- Processed equipment sales and plan upgrades, tailoring strategic contract modifications to meet customer use cases.
- Processed equipment sales, plan upgrades, and strategic contract modifications tailored to customer use-cases.
- Coordinated field logistics by triaging issues and dispatching technical service teams for on-site installations.
Financial Specialist
iQor Phils.
Quezon city, NCR
03.2023 - 07.2023
- Fielded inbound financial inquiries for BankOne, resolving complex credit line adjustments and optimizing credit card product allocations.
- Evaluated applications for regulatory alignment, expediting credit approval cycles.
- Analyzed financial data to ensure compliance with regulations and reporting standards.
- Conducted risk assessments to identify potential financial discrepancies and mitigate issues.
- Developed budget forecasts, improving resource allocation efficiency across departments.
- Conducted risk assessments to identify financial discrepancies, implementing strategies to mitigate potential issues.
Remote Helpdesk Analyst
Twist Resources
Quezon City, NCR
01.2023 - 02.2023
- Provided comprehensive Tier 1 technical support for global clients navigating Microsoft Office 365 cloud ecosystems.
- Administered user access security protocols, ensuring seamless account provisioning, password resets, and profile deactivations via Active Directory and Azure AD.
- Orchestrated service tickets and technical dispatches using ServiceNow (SNOW), ensuring timely resolution of complex errors through strict adherence to escalation pathways.
- Analyzed data trends to support informed strategic decision-making and enhance overall service delivery.
Independent Contractor (Medical Account)
ISTA Solutions
Makati, NCR
10.2022 - 12.2022
- Validated healthcare insurance coverage parameters, navigating provider channels to clear claim bottlenecks and ensure timely processing.
- Liaised with clinical networks (physicians, nurses, pharmacies) to expedite procedural approvals and improve medication fulfillment workflows.
- Developed process documentation to streamline operations and improve clarity for team members.
- Communicated effectively with clients throughout the entire project lifecycle, keeping them informed of progress updates or any potential issues that arose.
- Developed process documentation to streamline operations and enhance team efficiency.
- Adapted quickly to changing demands or unforeseen challenges within a project''s scope without compromising results.
Independent Contractor (Property Insurance)
CoverDesk
Manila, NCR
04.2022 - 07.2022
- Oversaw property insurance inquiries, quote management, and initial claim registrations as front-line Customer Relations Officer, ensuring timely and accurate responses for clients.
- Ensured data integrity across enterprise CRM platforms while managing back-office fax and email workflows, supporting seamless communication and documentation.
- Delivered exceptional customer service by promptly addressing client inquiries and resolving issues.
- Streamlined administrative processes to enhance operational efficiency and reduce response times for client inquiries.
Operations Manager / Team Leader / CSR
UTAVI Corp
Quezon City, NCR
07.2021 - 03.2022
- Promoted rapidly across three distinct operational layers based on exceptional performance and system administration mastery.
- Operations & HR Management: Authored official employee handbook, audited employee timesheets, ran payroll cycles, and led talent onboarding programs to improve employee integration.
- Streamlined operational workflows, enhancing efficiency across multiple departments.
- Implemented cost-reduction strategies, improving overall budget management and resource allocation.
- Streamlined operational workflows across multiple departments to enhance overall efficiency and coordination.
- Team Leadership: Supervised real-time agent output through call-side barging, operational auditing, and structured 1-on-1 performance coaching plans.
- Facilitated communication between departments to foster collaboration and improve project outcomes.
- Oversaw inventory management systems, optimized stock levels, and minimized waste through strategic planning initiatives.
Health Advocate
Optum Global Solutions (OGS)
Quezon City, NCR
08.2018 - 02.2021
- Facilitated access to healthcare services for diverse populations, ensuring timely and effective support.
- Educated customers on insurance benefits and financial spending accounts, enhancing their ability to navigate self-service platform.
- Facilitated timely access to healthcare services for diverse populations, ensuring effective support tailored to individual needs.
- Developed educational materials to empower patients in managing health conditions, promoting better health outcomes and self-management.
Web Developer & Technical Support Freelancer
Upwork
Quezon City, NCR
04.2016 - 08.2018
- Designed and optimized client websites, deploying remote troubleshooting fixes via TeamViewer and RDP to ensure site functionality and user satisfaction.
- Collaborated with clients to gather requirements and deliver tailored web solutions.
- Collaborated with clients to gather requirements, delivering customized web solutions that met specific needs.
Helpdesk Analyst
Genpact Services LLC
Quezon City, NCR
04.2014 - 04.2016
- Provided technical workstation support to corporate retail employees, resolving network, OS, and productivity software anomalies.
- Delivered technical workstation support to corporate retail employees, isolating network, OS, and productivity software anomalies.
- Collaborated with teams to enhance service delivery processes, improving user satisfaction.
- Partnered with teams to refine service delivery processes, enhancing user satisfaction.
- Implemented knowledge base articles, streamlining troubleshooting procedures for staff and users.
- Created knowledge base articles, streamlining troubleshooting procedures for staff and users.
Technical Support Representative II
Convergys Philippines
Quezon City, NCR
12.2012 - 03.2014
- Handled advanced tier-2 data, voice, and digital television diagnostic trees for AT&T consumer accounts.
- Resolved technical issues through effective troubleshooting and customer interaction.
- Provided product support via multiple communication channels to enhance user experience.
Help Desk Analyst
APAC Customer Services Inc
Quezon City, NCR
03.2010 - 10.2012
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Provided technical support for software and hardware issues across various platforms.
- Resolved customer inquiries efficiently through multiple communication channels, including phone and email.
- Monitored ticketing system to ensure timely resolution of support requests, improving user satisfaction rates.
- Logged, triaged, and managed technical lifecycle incidents through legacy CRM platforms
- Documented troubleshooting steps in knowledge base to enhance future resolution processes.
- Collaborated with IT teams to identify trends in user issues and propose system improvements.
- Collaborated with IT team members to identify trends in reported issues, leading to proactive solutions for recurring problems.
- Assisted in developing training materials for ongoing staff development and skill enhancement programs.
Service Desk Analyst
Sitel
Pasig City, NCR
01.2009 - 02.2010
- Resolved high-priority active directory issues in BMC Remedy/Express and led Priority 1 (P1) critical incident bridge calls.
- Provided technical support for hardware and software issues, ensuring timely resolution and customer satisfaction.
- Diagnosed and troubleshot system errors to enhance operational efficiency across multiple platforms.
- Collaborated with cross-functional teams to identify and resolve recurring issues, driving continuous improvement initiatives.
- Led initiatives to implement new ticketing systems, enhancing tracking capabilities and response times significantly.
- Mentored junior analysts, fostering skill development and enhancing team performance in high-pressure environments.
- Analyzed user feedback to develop training materials that improved service delivery and user experience.
- Assessed call center metrics regularly to identify trends, recommending strategic changes for better resource allocation.
I.T. Recruitment Specialist / Assistant HR Manager
IPP Technologies Pty Ltd.
Pasig City, NCR
06.2007 - 12.2008
- Developed and implemented recruitment strategies to attract top-tier talent.
- Streamlined candidate screening processes to enhance efficiency and candidate experience.
- Collaborated with hiring managers to define role requirements and improve job descriptions.
- Screened specialized software engineering candidates (ASP, PHP, C#, Java) and conducted technical interviews.
- Mentored junior recruiters, fostering skill development and knowledge sharing within the team.
- Utilized Applicant Tracking System (ATS) for efficient management of candidate pipelines.
- Conducted market research to identify trends and inform recruitment strategies.
- Provided exceptional candidate experience throughout the recruitment process, maintaining consistent communication and transparency.
Team Lead / Account Executive
Winsource Solutions
Mandaluyong City, NCR
02.2006 - 05.2007
- Drafted performance reports and engineered sales forecasting models to support outbound loan generation initiatives, enhancing decision-making.
- Developed and implemented strategic process improvements for increased productivity.
- Developed and implemented strategic process improvements that streamlined workflows and increased overall productivity.
- Mentored junior team members, facilitating skill development and promoting knowledge sharing within the team.
Onsite Technical Support Engineer
Total Quality Machines (TQM)
Metro Manila, NCR
06.2001 - 02.2005
- Architected and deployed physical local area networks (LAN) for enterprise commercial spaces, enhancing connectivity and operational efficiency.
- Diagnosed and resolved hardware and software issues, enhancing system performance and reliability.
- Led troubleshooting initiatives, reducing downtime and improving response times for service requests.
- Developed training materials for end-users, facilitating better understanding and operation of machinery.
- Led troubleshooting initiatives, minimizing downtime and expediting response times for service requests.
- Developed training materials for end-users, increasing knowledge retention on machine operation.
- Explained technical information in clear terms to promote better understanding for non-technical users.
Education
Bachelor of Arts - Library and Information Science
University of The Philippines Diliman
UP Diliman, Quezon CIty 05.2001 -
Skills
Network Security
Active Directory
Azure AD
ServiceNow (SNOW)
Microsoft 365
Tier 1 helpdesk support
Software troubleshooting
Remote desktop support
Technical incident triage
Service dispatch coordination
Team Coaching & Mentoring
Performance Tracking
Conflict Resolution
High-Volume Account Management
Customer Retention & Upselling
Problem management
Service level reporting
Customer escalation management
Remote monitoring and management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Languages
English
Bilingual or Proficient (C2)
Software
Microsoft 365
Google Workspace
Timeline
Freelance VA /IT Technical Support Specialist
Freelance
06.2024 - Current
Teammate (Retention & Technical Support)
TaskUs
11.2023 - 05.2024
Financial Specialist
iQor Phils.
03.2023 - 07.2023
Remote Helpdesk Analyst
Twist Resources
01.2023 - 02.2023
Independent Contractor (Medical Account)
ISTA Solutions
10.2022 - 12.2022
Independent Contractor (Property Insurance)
CoverDesk
04.2022 - 07.2022
Operations Manager / Team Leader / CSR
UTAVI Corp
07.2021 - 03.2022
Health Advocate
Optum Global Solutions (OGS)
08.2018 - 02.2021
Web Developer & Technical Support Freelancer
Upwork
04.2016 - 08.2018
Helpdesk Analyst
Genpact Services LLC
04.2014 - 04.2016
Technical Support Representative II
Convergys Philippines
12.2012 - 03.2014
Help Desk Analyst
APAC Customer Services Inc
03.2010 - 10.2012
Service Desk Analyst
Sitel
01.2009 - 02.2010
I.T. Recruitment Specialist / Assistant HR Manager
IPP Technologies Pty Ltd.
06.2007 - 12.2008
Team Lead / Account Executive
Winsource Solutions
02.2006 - 05.2007
Onsite Technical Support Engineer
Total Quality Machines (TQM)
06.2001 - 02.2005
Bachelor of Arts - Library and Information Science
University of The Philippines Diliman
05.2001 -