MICHELLE CALUNGCAGON
Pasig City,Philippines
Summary
Results-driven Software, Application, and Cloud Technical Support Analyst with 10+ years of IT experience, including 8+ years at Accenture. Experienced in Service Desk operations, ServiceNow, SAP, SAP Concur, Microsoft 365, ticket management, incident management, application support, and technical troubleshooting. Skilled in managing ticket queues and priorities, coordinating daily operations, resolving technical issues, monitoring SLA performance, and supporting team operations as a Shift Lead. Experienced in administrative support, reporting, documentation, scheduling, stakeholder coordination, and process improvement. Strong communicator and fast learner committed to delivering reliable technical and customer support, maintaining service quality, and continuously improving processes.
Overview
1
1
Certification
15
15
years of professional experience
Work History
Software/Application/Cloud Tech Support Analyst
Accenture Inc.
01.2018 - 09.2026
- Provided hands-on ERP application support for SAP and SAP Concur (finance and expense management) for a global pharmaceutical client, resolving user access and role issues, transaction processing problems, and system-related incidents and service requests.
- Assisted users with expense reports, invoice inquiries, purchase order (PO) verification, vendor-related concerns, payment status requests, and transaction-related issues.
- Supported employees and business stakeholders by resolving inquiries related to financial and operational processes, ensuring accurate processing and timely resolution of requests.
- Assisted users with creating, reviewing, and submitting SAP Concur expense reports, ensuring compliance with company policies and expense management procedures.
- Coordinated with Finance, Purchasing, Global Payments, Procurement, and other business teams to investigate and resolve invoice, payment, vendor, and expense-related concerns.
- Triaged incoming incidents and service requests in ServiceNow, categorizing and prioritizing each against defined priority and SLA rules, and escalating to specialist teams only when required.
- Owned tickets from logging through resolution, performing troubleshooting, root cause analysis, and diagnosis via phone, chat, email, and ServiceNow.
- Documented investigation findings, resolution steps, and follow-up actions in ServiceNow to maintain accurate, auditable support records and knowledge documentation that reduce repeat tickets.
- Monitored incident and service request queues against SLA and operational targets, and tracked productivity and effort to support reporting on team workload and capacity.
- Collaborated with application support, technical, and business teams to resolve complex SAP and SAP Concur incidents and escalated issues.
- Communicated ticket status, troubleshooting progress, and expected timelines clearly to technical and non-technical users, stakeholders, and executives.
- Managed multiple incidents and service requests simultaneously, prioritizing business-critical and high-priority issues while maintaining service quality.
- As Shift Lead, ensured team adherence to ticket management procedures, SLA requirements, and daily operational priorities.
- Mentored and trained new team members through technical guidance, knowledge transfer, and troubleshooting best practices.
- Handled reporting for data analytics using Tableau and Power BI, and tracked productivity and SLA performance to support operational monitoring.
- Worked with cross-functional teams and leadership to improve operational efficiency and meet KPIs and service delivery targets.
Technical Support Associate II
Convergys Inc.
06.2015 - 10.2017
- Provided L2 technical support for Windows OS, troubleshooting software, hardware, and network issues to restore user productivity.
- Coordinated escalations with product and engineering teams; tracked incidents through resolution and maintained timely customer communication.
- Documented incidents and resolutions accurately, performed root-cause analysis on recurring issues, and recommended process improvements to reduce repeat cases.
- Contributed to support documentation and assisted in training new hires to improve team effectiveness.
Customer Support Associate
Tech Mahindra Ltd.
04.2014 - 04.2015
- Delivered customer-focused technical support for telecommunications services, handling troubleshooting, account and billing inquiries, and complaint resolution.
- Resolved issues using CRM systems, maintained accurate case records, and ensured timely follow-up to improve customer satisfaction.
- Handled escalations and collaborated with internal teams to address complex problems; contributed to knowledge base content to standardize responses.
Stock Analyst & Cashier
South Star Drug Inc.
07.2011 - 03.2014
- Managed daily cash transactions, reconciled cash drawers, and accurately processed sales, payments, and customer transactions in accordance with company policies and procedures.
- Monitored inventory levels and maintained accurate stock records to support inventory control, product availability, and efficient store operations.
- Conducted regular stock counts, investigated inventory discrepancies, and coordinated corrective actions to maintain accurate inventory records.
- Maintained accurate documentation and records for cash transactions, sales, inventory, and operational activities.
Education
Associate Degree - Business and Office Information Services
AMACLC
05-2011
Secondary Education -
Rizal Experimental Station and Pilot School of Cottage Industries
04-2009
Skills
- ERP Application Support (SAP, SAP Concur)
- User Access & Role Management
- Ticket Triage & Prioritization (ServiceNow)
- ITIL 4 Foundation
- Incident, Problem & Change Management
- Microsoft Office 365
- Power BI & Tableau Reporting
- Root Cause Analysis
- Knowledge Base & Process Documentation
- Recurring Issue & Root Cause Analysis
- Team Coordination & Shift Leadership
- Process Improvement
- Technical & Non-Technical Stakeholder Communication
- Cross-Functional Collaboration
- Multitasking & Time Management
Certification
- Road to Leadership — Lite Program, Accenture Inc. | Jun 2025 to Jul 2025
- ITIL 4 Foundation — IT Service Management , People Cert | Dec 2023
- Microsoft Azure Fundamentals (AZ-900), Microsoft | Feb 2021
Timeline
Software/Application/Cloud Tech Support Analyst
Accenture Inc.
01.2018 - 09.2026
Technical Support Associate II
Convergys Inc.
06.2015 - 10.2017
Customer Support Associate
Tech Mahindra Ltd.
04.2014 - 04.2015
Stock Analyst & Cashier
South Star Drug Inc.
07.2011 - 03.2014
Associate Degree - Business and Office Information Services
AMACLC
Secondary Education -
Rizal Experimental Station and Pilot School of Cottage Industries