MELISSA CRUZ
San Fernando City
Summary
IT Service Desk and Customer Support Specialist with 6+ years of experience delivering technical assistance, resolving service issues, and supporting daily operations in high-demand environments. Skilled in Microsoft 365 Admin, Azure, Active Directory, Zendesk, Shopify, and Microsoft Dynamics CRM. Recognized for clear communication, fast troubleshooting, and consistent customer service quality.
Experienced with troubleshooting and resolving technical issues efficiently. Utilizes effective communication skills to assist users and maintain system functionality. Track record of maintaining high user satisfaction through prompt and reliable support.
Overview
16
16
years of professional experience
Work History
L1 Customer Support Agent
Janison
03.2024 - 01.2025
- Ticket Management using Zendesk and Microsoft Dynamics CRM.
- Triage tickets effectively to meet SLA and to avoid duplicate tickets that may cause delay of the resolution
- Delivered customer care and technical support across email, chat, and ticketing channels.
- Ensured accurate documentation using tools as reference such as PRIMDA, Active Directory, MARP, Shopify and assist parents and school coordinators by navigating through the company website and remoteky connect to the School’s platform using Insights.
- Collaborated across teams to resolve escalated issues to second level team efficiently.
Senior Process Executive
Infosys BPM
11.2023 - 02.2024
- Managed bank client requests while ensuring strict SLA adherence.
- Performed workflow analysis and recommended process optimizations.
- Maintained accuracy and compliance with quality and client-first standards.
L1 IT Service Desk Analyst
Canon Business Service Centre Philippines
05.2022 - 08.2023
- Provided first-level support for hardware, software, and network-related incidents.
- Onboarding & Offboarding user accounts and permissions through Active Directory and Microsoft Exchange and Azure
- Utilized Microsoft 365 Admin, Cisco IP, and ITSM Service Now tools tomanage tickets.
- Operated effectively within a high-volume service desk environment.
Help Desk Specialist
Safeway Philtech Inc.
01.2018 - 06.2019
- Provided in house tech support to both store and back end employees
- Diagnosed and resolved issues remotely using Bomgar
- Ticket management using Service Now to document interactions and maintained accurate support logs.
- Provided user training on systems and technology best practices thru the Knowledge base.
Retail Quality Assurance -Business System Analyst
Safeway Philtech Inc.
01.2013 - 02.2014
- Perform manual and automated regression, UAT and ad hoc testing for POS and store backend applications (a.k.a. ISP) Releases.
- Participate in the requirements gathering for the creation of Test Plans and Test Cases.
- Develop, execute, and assess Test Cases for verifying function, validating look and feel, and ensuring data integrity of all of store systems.
- Prepare and deliver the appropriate test findings including the creation of Defect Logs and Defect Reports
- Perform manual and automated regression, UAT and ad hoc testing for POS and store backend applications (a.k.a. ISP) Releases.
Service Desk - Desktop Systems Analyst
Safeway Philtech Inc.
08.2008 - 11.2010
- Communicate highly technical information to both technical and non-technical personnel.
- Provide first-level technical support to employees for network infrastructure and internal desktop systems, software and hardware.
- Troubleshoot desktop systems, workstations, servers and networks issues and retail equipment in a various environment.
- Maintain Passwords, data integrity, and file system security for the desktop environment.
- Service Desk – HR Concierge - Provide technical support and customer service through phone, chat and email to Safeway employees who are in the Online Shopping and HR Department. These issues were mostly high priority that needed fix as soon as possible.
Education
Dental Technology -
Centro Escolar University
Manila01.2001
Skills
- Customer Support
- Collaborative Problem Solving
- Problem Analysis
- Active Directory
- Service Now
- IT Service Management
- MS Office 365
- Zendesk
- Shopify
- PRIMDA
- Microsoft Dynamics CRM
- 4690 Environment
- Mainframe - CICS
Timeline
L1 Customer Support Agent
Janison
03.2024 - 01.2025
Senior Process Executive
Infosys BPM
11.2023 - 02.2024
L1 IT Service Desk Analyst
Canon Business Service Centre Philippines
05.2022 - 08.2023
Help Desk Specialist
Safeway Philtech Inc.
01.2018 - 06.2019
Retail Quality Assurance -Business System Analyst
Safeway Philtech Inc.
01.2013 - 02.2014
Service Desk - Desktop Systems Analyst
Safeway Philtech Inc.
08.2008 - 11.2010
Dental Technology -
Centro Escolar University