Karen Joy Abilla
Tanay, Province Of Rizal,RIZ
Summary
A hardworking and passionate job seeker with strong organizational skills eager to secure an IT Service Desk position. Ready to help the team achieve company goals. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, and problem-solving skills.
Overview
17
17
years of professional experience
Work History
Level 1 IT Technical Engineer
EMAPTA Phils.
09.2022 - 12.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Promoted use of Microsoft OneNote and SharePoint for documentation management.
- Administered web server and supported SharePoint and MS Teams server-based applications.
- Installed, configured, and maintained computer systems and network connections.
- Helped customers navigate complex Microsoft licensing scenarios.
- Created user accounts and assigned permissions.
Service Desk Team Leader
HCL Phils.
04.2022 - 08.2022
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Responded to user operational issues with desktop computers, laptops, and mobile electronic devices to enable problem resolution.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Engaged in user support interactions via phone, chat, and email platforms.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue-resolution strategies.
- Entered service tickets into the incident tracking system to facilitate faster problem identification and resolution.
- Responded to customer inquiries and provided technical assistance over phone, email and chat.
Team Leader
TDCX
03.2021 - 04.2022
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through a positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Held weekly team meetings to inform team members on company news and updates.
- Mentored and guided employees to foster proper completion of assigned duties.
Team Leader
Canon Business Services
10.2020 - 03.2021
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
Team Leader
Concentrix Philippines
03.2016 - 10.2020
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through a positive attitude and attentive response.
- Managed leave requests and absences and arranged covers to facilitate the smooth flow of operations.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Hygiene Support
Convergys (Stream Global Services)
08.2012 - 11.2014
- Handled customer inquiries and suggestions courteously and professionally.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Used ticketing systems to manage and process support actions and requests.
- Assisted with updating technical support best practices for use by the team.
- Managed high levels of call flow and responded to technical support needs.
- Created user accounts and assigned permissions.
Technical Support Representative 2/SME
Sutherland Global Services
06.2011 - 05.2012
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Improved user productivity and efficiency through system training and support.
- Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues.
- Designed and prepared technical reports, studies, and related documentation.
- Improved system performance by eliminating operational gaps and software bugs.
- Supported teams in the continuous delivery of quality products and services, enhancing usage and introducing new features.
Technical Support Representative/Quality Analyst
Teleperformance
05.2007 - 05.2011
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted with updating technical support best practices for use by the team.
- Generated reports to track performance and analyze trends.
- Identified potential sales and cross-selling opportunities and informed supervisor.
Education
Immaculate Conception Cathedral School
Lantana Quezon CityBachelor of Science - Computer Science And Programming
AMA Computer College
Sta. Mesa Manila03.2004
Skills
- Software Installation
- JavaScript
- Technical Troubleshooting
- Microsoft Office Specialist (MOS) Expert
- Analytical Skills
- Computer Diagnostics
- Service Desk Team Management
- Issue and Resolution Tracking
- HTML
- Cisco Certified 1 & 2
- Windows Application
- System Integration
Personal Information
- Age: 36 yrs. old
- Religion: Catholic
- Citizenship: Filipino
- Date of Birth: 01/10/87
- Gender: Female
Timeline
Level 1 IT Technical Engineer
EMAPTA Phils.
09.2022 - 12.2023
Service Desk Team Leader
HCL Phils.
04.2022 - 08.2022
Team Leader
TDCX
03.2021 - 04.2022
Team Leader
Canon Business Services
10.2020 - 03.2021
Team Leader
Concentrix Philippines
03.2016 - 10.2020
Hygiene Support
Convergys (Stream Global Services)
08.2012 - 11.2014
Technical Support Representative 2/SME
Sutherland Global Services
06.2011 - 05.2012
Technical Support Representative/Quality Analyst
Teleperformance
05.2007 - 05.2011
Immaculate Conception Cathedral School
Bachelor of Science - Computer Science And Programming
AMA Computer College
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