Marife Lorbes
Global Service Desk
Paranaque City
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level service desk position. Ready to help team achieve company goals.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
Work History
Global Service
CxLoyalty Travel Services Philippines Inc
BGC, Taguig
05.2022 - Current
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- 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.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
Global Service desk
Tata Consultancy Services
BGC, Taguig
09.2021 - 05.2022
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Increased customer satisfaction by resolving issues.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Carried out day-to-day duties accurately and efficiently.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- 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.
- Engaged in user support interactions via telephone, chat and email platforms.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Diagnosed and troubleshot hardware, software and network issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
Senior Process Executive
Cognizant
McKinley, Taguig
11.2017 - 06.2020
- 2nd floor Science Hub tower 4
- Campus
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Responded to user operational issues with desktop computers, laptops and electronic devices to enable problem resolution.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Diagnosed and troubleshot hardware, software and network issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Technical Helpdesk Analyst
ATOS
One Ecom bldg., Pasay
04.2016 - 11.2017
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Improved operations through consistent hard work and dedication.
- Increased customer satisfaction by resolving issues.
- Worked flexible hours across night, weekend and holiday shifts.
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Provided basic end-user troubleshooting and desktop support.
- Installed and updated hardware, software and applications on Windows devices
- Logged support tickets and closed when issues were resolved.
- Maximized use of hardware and software by training users and interpreting instructions.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Trained and supported end-users with software, hardware, and network standards and use processes.
Technical Support Representative
SYKES ASIA INC
Quezon City
09.2010 - 03.2016
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Managed high levels of call flow and responded to customer technical support needs.
- Documented support interactions for future reference.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Diagnosed and troubleshot hardware, software and network issues.
Customer Service Representative
SYMBIO INC
Pasig City
02.2009 - 08.2010
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Encoder
Puregold
Sucat, Paranaque
10.2008 - 01.2010
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
- Obtained scanned records and uploaded into database.
- Searched, extracted and interpreted information to determine correct input procedure.
- Entered numerical data into databases with speed and accuracy.
In House English Tutor
Fermat Academy
Alabang, Muntinlupa
05.2008 - 08.2008
- Tutored students to develop deeper comprehension of English course materials and better understanding of assignments to improve academic success.
- Met with students and discussed educational goals and expectations.
- Conducted academic skill reviews and led workshops to develop writing skills and language comprehension.
- Worked with students in classrooms or home environments to provide educational support.
- Mentored students in proper punctuation, spelling and sentence structure use.
- Improved students' written and verbal English skills through personalized learning programs.
- Evaluated student performance, identified improvement areas and set tasks to aid goal achievement.
- Facilitated small group workshops to build students' communication and presentation skills.
- Monitored student progress and provided feedback and support.
- Assessed student learning needs and provided relevant instruction to close knowledge gaps.
Education
Bachelor of Science - Secondary Education, English
Polytechnic University of The Philippines, Lower
Bicutan, Taguig 06.2004 - 04.2008
Skills
Knowledgeable in MS Office Applications (MS Word, MS PowerPoint, and MS Excel)Customer service and technical skills Knowledgeable with ServiceNow and Active Directory, Microsoft Azure
Desktop support
Application support
Helpdesk services
Timeline
Global Service
CxLoyalty Travel Services Philippines Inc
05.2022 - Current
Global Service desk
Tata Consultancy Services
09.2021 - 05.2022
Senior Process Executive
Cognizant
11.2017 - 06.2020
Technical Helpdesk Analyst
ATOS
04.2016 - 11.2017
Technical Support Representative
SYKES ASIA INC
09.2010 - 03.2016
Customer Service Representative
SYMBIO INC
02.2009 - 08.2010
Encoder
Puregold
10.2008 - 01.2010
In House English Tutor
Fermat Academy
05.2008 - 08.2008
Bachelor of Science - Secondary Education, English
Polytechnic University of The Philippines, Lower
06.2004 - 04.2008