Joshua Bernal
Quezon City
Summary
To contribute to a dynamic organization, actively engage in professional growth, and make a positive impact on the success and growth of the company.
Overview
11
11
years of professional experience
2
2
years of post-secondary education
Work History
Senior Process Executive - Technical Support
Cognizant Technology Solutions
Taguig City
11.2019 - Current
- 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.
- Assisted with updating technical support best practices for use by team. Acted
- Managed high levels of call flow and responded to customers' technical support needs.
Junior Web Developer
Citrus Online Innovations Inc.
Quezon City
01.2016 - 10.2017
- Planned website development, converting mockups into usable web presence with Wordpress.
- Developed wireframes, site maps and content inventories for new website designs.
- Applied emerging technologies to update and maintain site applicability.
- Developed page layouts and navigation tools that met or exceeded user expectations.
- Designed, implemented and monitored web pages, plugins and functionality for continuous improvement.
Technical Support Representative
VXI Global Solutions Inc.
Quezon City
03.2015 - 09.2015
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Dispatched field service technicians to correct issues requiring in-person technical assistance.
- Solved customer challenges by offering relevant products and services.
Customer Support Representative
Concentrix Corporation
Quezon City
08.2014 - 03.2015
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Shared strategic insights with interdepartmental teams regarding keyboard shortcuts and ways to use our tools more efficiently.
Customer Service Crew Member
Jollibee
Quezon City
03.2012 - 07.2012
- Verified freshness of food and ingredients by checking for quality, keeping track of new and expired items and rotating stock.
- Offered assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Assisted in dining room by removing soiled dishes during meal service and transporting to kitchen for washing.
Education
Associate Degree - Information Technology
Systems Technology Institute (STI)
Quezon City 06.2012 - 05.2014
Skills
Ability to develop new and innovative ideas
Ability to work well under pressure and time constraint
Analytical skills
Excellent Written & Verbal communication
Fast Learner with Leadership skills
Average typing speed of 80 words per minute
Timeline
Senior Process Executive - Technical Support
Cognizant Technology Solutions
11.2019 - Current
Junior Web Developer
Citrus Online Innovations Inc.
01.2016 - 10.2017
Technical Support Representative
VXI Global Solutions Inc.
03.2015 - 09.2015
Customer Support Representative
Concentrix Corporation
08.2014 - 03.2015
Associate Degree - Information Technology
Systems Technology Institute (STI)
06.2012 - 05.2014
Customer Service Crew Member
Jollibee
03.2012 - 07.2012