MARY GRACE QUISEO
Consolacion, Province Of Cebu
Summary
Service desk professional with strong background in technical support and excellent customer service. Proven track record of resolving complex issues and ensuring seamless IT operations. Highly collaborative and adaptable, with focus on achieving team goals and improving user satisfaction.
Overview
13
13
years of professional experience
Work History
Service Desk Analyst
Accenture Inc.
10.2018 - Current
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Engaged in user support interactions via telephone, chat and email platforms.
IT Helpdesk Analyst
ATOS Information Technology Inc.
07.2015 - 07.2018
- Provide a single point of contact for in-depth support of desktops, notebooks, mobile devices, and other hardware, including operating system setup
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Responsible for troubleshooting software issues and performing installations or updates, particularly focused on resolving issues with Office 365 applications
QA Engineer
Cebu Mitsumi Inc
03.2012 - 05.2015
- Performed quality inspections and drafted reports to detail nonconforming material issues
- Contributed to root cause analysis to determine the core reason for failures and errors
- Developed inspection plans based on design specifications, ensuring all critical dimensions and performance criteria were verified throughout the manufacturing process.
- Improved customer satisfaction levels with timely resolution of non-conformance issues and effective corrective actions.
Education
Certificate For Professional Education - Education
Cebu Technological University
Cebu City, Province Of Cebu, Philippines01.2023
Bachelor of Science - Electronics Engineering
University Of The Visayas
Cebu City, Province Of Cebu, Philippines01.2009
Skills
- Strong Analytical Abilities
- Strong Attention to Detail
- Effective Time Management
- Team Collaboration
- Situational Judgment
- Virtual Technical Assistance
- Microsoft Office Proficiency
- Incident Response Management
Timeline
Service Desk Analyst
Accenture Inc.
10.2018 - Current
IT Helpdesk Analyst
ATOS Information Technology Inc.
07.2015 - 07.2018
QA Engineer
Cebu Mitsumi Inc
03.2012 - 05.2015
Certificate For Professional Education - Education
Cebu Technological University
Bachelor of Science - Electronics Engineering
University Of The Visayas
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