Mae Dimple Carcallas
Help Desk Technician 2
DAVAO CITY
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
6
6
years of professional experience
2
2
Certifications
Work History
Help Desk Technician
Stefanini Philippines
02.2022 - Current
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
- Provided basic end-user troubleshooting and desktop support.
- Collaborated with cross-functional teams for seamless integration of IT services throughout the company.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Technical Support Representative
Alorica Philippines
10.2021 - 06.2022
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Sales Associate
Inspiro Relia Inc.
10.2020 - 11.2021
- Built relationships with customers to encourage repeat business.
- Solved customer challenges by offering relevant products and services.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
Customer Service Representative
Oracle CMS International
03.2020 - 09.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Advanced Technical Support Representative
Concentrix Philippines
09.2018 - 02.2020
- Maintained high-quality service standards by consistently meeting or exceeding performance metrics.
- Provided comprehensive training sessions for new hires, ensuring a strong foundation in technical support skills.
- Developed tailored solutions for clients, resulting in increased customer loyalty and retention.
- Assisted customers via phone, email, chat platforms providing detailed explanations regarding product features or functionality.
Education
Bachelor Of Science - In Office Administration
Cebu Institute of Technology University
Natalio B. Bacalso Ave, Cebu City, PH 6000 N4 & N5 Japanese Language Course - Japanese Studies
Ikigai Language Center
Davao City01.2024
Skills
Technical Support Triage
Languages
Japanese
Beginner (A1)
English
Advanced (C1)
Certification
N4 & N5 Japanese Language Course Completion
Timeline
JLPT N5 Passer
02-2024
N4 & N5 Japanese Language Course Completion
01-2024
Help Desk Technician
Stefanini Philippines
02.2022 - Current
Technical Support Representative
Alorica Philippines
10.2021 - 06.2022
Sales Associate
Inspiro Relia Inc.
10.2020 - 11.2021
Customer Service Representative
Oracle CMS International
03.2020 - 09.2020
Advanced Technical Support Representative
Concentrix Philippines
09.2018 - 02.2020
Bachelor Of Science - In Office Administration
Cebu Institute of Technology University
N4 & N5 Japanese Language Course - Japanese Studies
Ikigai Language Center
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