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
Technical Documentation
IT Service Management (ITSM) Oversight
Support Ticket System Management
Account management
Ticket support system management
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