To be part of company that indulges professional growth which provides challenging and rewarding career while allowing me to utilize my knowledge and skills.
Hi, I’m
NICOLE DANISSE BARDAJE
IT Escalations Specialist
Quezon City,NCR
Summary
Overview
6
years of professional experience
Work History
CONCENTRIX
Technical II, Global Service Desk
05.2023 - Current
Job overview
- Provided educational expertise and mentoring to junior team members.
- Investigated system issues and implemented resolutions to reduce downtime.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Escalated customer issues to management for appropriate action to be taken.
- Used ticketing systems to manage and process support actions and requests.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
ALORICA
IT Service Desk Analyst
02.2021 - 05.2023
Job overview
- The service desk acts as a single point of contact between the IT organization and the business for all incident reports, service requests, change notifications, and any other necessary communications.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Documented support interactions for future reference.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Created user accounts and assigned permissions.
- Diagnosed and troubleshot hardware, software and network issues.
- Handling outages or bridge calls when in need.
CONCENTRIX
Advisor I
05.2019 - 01.2021
Job overview
- A customer advocate to a healthcare insurance account, helps members on how they can maximize their health benefits.
- Educated clients about health insurance coverage options, benefits and costs.
- Responded to customer inquiries regarding health insurance coverage and policies to assist with informed decision-making.
OFFICE OF THE CITY ENGINEER
Public Assistance Officer
05.2018 - 05.2019
Job overview
- The Public Assistance Desk Officer shall be responsible for providing clients/customers with support and information which are relevant to the Engineering Department and other frontline services.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
BLISS EVENT SERVICES
Sales and Project Coordinator
01.2018 - 02.2018
Job overview
- Collaborated with cross-functional teams to identify and address customer needs.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Compiled and analyzed data to determine approaches to improve sales and performance.
BLISS EVENT SERVICES
Event Coordinator /IT Specialist
08.2017 - 01.2018
Job overview
- In charge of every facet of meeting and events
- They meet and look with clients to work out event details, plan with the client and their team, scout and book locations, food, entertainment, staff and cleanup
- Coordinated schedules and timelines for events.
- Brainstormed and implemented creative event concepts and themes.
- Performed event coordination for larger parties and gatherings.
- Configured hardware, devices, and software to set up work stations for employees.
Education
Adamson UniversitySan Marcelino. Ermita
Bachelor of Science from Information Technology
05.2017
University Overview
Fairhope Academy, Inc.Batasan Hills, Quezon City
High School Diploma
03.2013
University Overview
5th Honorable Mention
Kumdan Jungang Christian School, Inc.Quezon City
Elementary Diploma
03.2009
University Overview
6th Honorable Mention
Skills
- Highly Organized and Efficient
- Good in verbal and written communication skills
- Account Management
- Microsoft Active Directory
- Customer Service Training
- Organizational Skills
- Remote Technical Support
- Tracking and Documentation
- Technical Support
- Attention to Detail
- Willingness to Learn
- Teamwork and Collaboration
- Set Up Devices
Timeline
Technical II, Global Service Desk
CONCENTRIX
05.2023 - Current
IT Service Desk Analyst
ALORICA
02.2021 - 05.2023
Advisor I
CONCENTRIX
05.2019 - 01.2021
Public Assistance Officer
OFFICE OF THE CITY ENGINEER
05.2018 - 05.2019
Sales and Project Coordinator
BLISS EVENT SERVICES
01.2018 - 02.2018
Event Coordinator /IT Specialist
BLISS EVENT SERVICES
08.2017 - 01.2018
Adamson University
Bachelor of Science from Information Technology
Fairhope Academy, Inc.
High School Diploma
Kumdan Jungang Christian School, Inc.
Elementary Diploma
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