Summary
Overview
Work History
Education
Skills
Character References
Timeline
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Nicole Laurence Terrible

Nicole Laurence Terrible

Valenzuela City

Summary

Dedicated and results-driven IT Support and Customer Service professional with 10+ years of experience in technical troubleshooting, application administration, and end-user support. Adept at resolving complex issues, managing enterprise systems, and delivering high-quality service in fast-paced environments.

Overview

11
11
years of professional experience

Work History

L2 Technical Support Specialist

Amadeus Marketing Philippines
Bonifacio Global City, Taguig
12.2020 - Current
  • Served as primary contact for level 2 technical support for Amadeus products and solutions.
  • Monitored platform performance using various Amadeus monitoring tools.
  • Troubleshot complex issues, analyzing logs (XML, JSON) and querying databases (SQL).
  • Maintained API system connectivity flow through consistent updates.
  • Facilitated seamless escalation for incidents needing Level-3 assistance via SalesForce, WIN@proach (internal Amadeus ticketing), Jira Service Desk.
  • Participated in triage or bridge calls with internal and external teams using Cisco Webex, MS Teams.

Assistant System Engineer

Tata Consultancy Services
Bonifacio Global City, Taguig
01.2020 - 09.2025
  • Supported Salesforce-integrated tools, including Veeva CRM, for L1 Team troubleshooting escalations.
  • Assisted clients with high-severity tickets through calls to ensure SLA compliance.
  • Managed Microsoft Office 365 applications, including Access, Outlook delegation, and SharePoint.
  • Oversaw Active Directory functions, focusing on account management and security folder access.
  • Provided remote support to resolve user issues efficiently and effectively.
  • Ensured comprehensive documentation of tickets logged via ServiceNow to maintain records.

Sr. Help Desk Analyst

CBRE Group Philippines
Makati City
05.2017 - 01.2020
  • Delivered L2 support and remote troubleshooting for Microsoft Office applications, VPN, and SSO solutions.
  • Administered MS Office 365, managing mailbox access and controls based on ServiceNow requests.
  • Documented customer issues and requests through call handling and conducted outbound follow-ups as necessary.
  • Managed tickets in ServiceNow while maintaining internal documentation using MS SharePoint.

IT Support Specialist

Lifelink Inc. Philippines
Mandaluyong City
12.2014 - 03.2017
  • Acted as a local IT of the company, primarily assisting the employees with their computer problems, software, and hardware.
  • Developed (from scratch) Visual Basic applications with the agreed Gant Chart Timeline.
  • Maintained VB6 applications with MySQL integration, assisting user request to modify, delete, and add features to the existing applications.

Education

Bachelor of Science - Computer Engineering

University of The East
Caloocan City, Philippines
12-2014

Skills

  • Technical Support
  • Application & System Administration (Application Program Interface, Microsoft 365, Active Directory, Visual Basic)
  • Incident & Problem Management (ServiceNow, Salesforce, Jira, Gantt Chart)
  • SQL & Log Analysis (XML, JSON)
  • Documentation and knowledge base creation (MS SharePoint & Confluence)
  • Customer Service & Communication (Phone Inbound and Outbound, Email, MS Teams)

Character References

Rhodalyn Salinas | Amadeus Marketing Philippines | Supervisor

M: + 63 998 555 1263

Email Address: Rhodalyn.salinas@amadeus.com

Leo Reyes | Tata Consultancy Services | Operational Manager

M: +63 917 498 7311

Robin Recto | CBRE Group Philippines | Help Desk Manager

M: +63 998 960 1354

Email Address: Robin.p.recto@cbre.com

Timeline

L2 Technical Support Specialist

Amadeus Marketing Philippines
12.2020 - Current

Assistant System Engineer

Tata Consultancy Services
01.2020 - 09.2025

Sr. Help Desk Analyst

CBRE Group Philippines
05.2017 - 01.2020

IT Support Specialist

Lifelink Inc. Philippines
12.2014 - 03.2017

Bachelor of Science - Computer Engineering

University of The East

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Nicole Laurence Terrible