Marvin Gajol
IT Associate, Service Desk Analyst
Cebu City,CEB
Summary
Dynamic IT professional with extensive experience at VCustomer Philippines, excelling in incident management and remote support. Proven track record of enhancing customer satisfaction through effective ticket resolution and active listening. Skilled in network troubleshooting, ensuring seamless operations and user productivity.
Overview
9
9
years of professional experience
Work History
Associate- Technical Support /IT Service Desk Analyst
VCustomer Philippines Cebu Ltd
04.2018 - Current
- Managed incident escalation processes effectively, through phone calls, chat and emails, ensuring timely resolutions while minimizing disruption to users'' workflows.
- Supported remote workers with seamless technology integration, enabling productivity and effective communication.
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusers.
- Boosted first-call resolution rates by proactively researching common user issues and developing targeted solutions.
- Maintained detailed documentation for all IT service desk processes and procedures.
Technical Support / Payroll Specialist
Convergys Cebu Now Concentrix
10.2016 - 04.2018
- Assisted customers through phone calls.
- Maintained strict confidentiality of all payroll information and records.
- Collaborated with accounting and other departments to confirm payroll accuracy.
- Resolved payroll discrepancies quickly and successfully.
- Confirmed compliance with all applicable federal, state and local payroll laws and regulations.
- Provided customer service to employees regarding payroll inquiries and issues.
- Prepared year-end reports for W-2s and 1099s, ensuring accuracy and timeliness in tax filing.
- Helped customers in technical issues arises in the accounting application.
Education
Bachelor of Science - Elementary Education
Eastern Samar State University- Guiuan Campus
Brgy Salug Guiuan Eastern Samar 04.2001 -
Skills
Active listening
Ticketing system proficiency
Incident management
Network troubleshooting
Remote support
Security awareness
Application / software installation and support
Hardware support
Active Directory management
Service desk experience
Customer service
Operating systems
Timeline
Associate- Technical Support /IT Service Desk Analyst
VCustomer Philippines Cebu Ltd
04.2018 - Current
Technical Support / Payroll Specialist
Convergys Cebu Now Concentrix
10.2016 - 04.2018
Bachelor of Science - Elementary Education
Eastern Samar State University- Guiuan Campus
04.2001 -