Noreen Nikki Arcigal
Binan, Province of Laguna
Summary
Dynamic IT Operation Supervisor with a proven track record at Educar Shared Services Inc., excelling in training and mentoring teams. Enhanced operational efficiency through strategic planning and process improvements. Skilled in customer service and project management, driving high satisfaction levels while implementing innovative solutions to complex challenges.
Overview
13
13
years of professional experience
Work History
IT Operation Supervisor
Educar Shared Services Inc.
Paranaque City, Philippines
07.2023 - 05.2025
- Supervised daily operations to ensure compliance with organizational policies and procedures.
- Trained and mentored new team members on operational protocols and best practices.
- Coordinated scheduling and workflow to optimize resource allocation across departments.
- Implemented process improvements that enhanced overall operational efficiency and productivity.
- Resolved customer inquiries and issues promptly, maintaining high satisfaction levels within service delivery.
System Engineer - Helpdesk
Sweda Systems Philippines Inc.
Makati City, Metro Manila, Philippines
06.2017 - 07.2023
- Streamlined troubleshooting processes, reducing downtime and improving response time to technical issues.
- Developed and implemented system upgrade strategies, aligning technology with evolving business needs.
- Analyzed system performance metrics, driving improvements in efficiency and user satisfaction levels.
- Established best practices for documentation, ensuring compliance with industry standards and facilitating audits.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Developed automated scripts for system monitoring, significantly reducing downtime incidents.
Desktop Support Engineer
Micro-D International Inc.
Taguig, Metro Manila, Philippines
07.2016 - 01.2017
- Provided desktop support to end-users, troubleshooting hardware and software issues effectively.
- Installed, configured, and maintained operating systems and applications across multiple devices.
- Ensured timely resolution of technical problems through remote assistance and onsite support.
- Documented support processes and user guides to enhance team efficiency and knowledge sharing.
- Collaborated with IT teams to implement system upgrades and improve network performance.
IT Help Desk Agent
Curo Teknika
Makati City, Metro Manila, Philippines
10.2014 - 04.2015
- Provided technical support for hardware and software issues across diverse user environments.
- Diagnosed and resolved system malfunctions, ensuring minimal downtime for end-users.
- Managed ticketing system effectively, prioritizing urgent requests while maintaining overall response time standards.
- Documented and maintained accurate records of user interactions and support resolutions.
Customer Service Subject Matter Expert
Jollibee Foods Corp.
Ortigas City, Metro Manila
08.2013 - 09.2014
- Led cross-functional teams to enhance customer support strategies and improve service delivery.
- Developed training materials and conducted sessions to elevate staff performance in customer interactions.
- Analyzed customer feedback data to identify trends and recommend actionable improvements.
- Collaborated with IT to implement new CRM tools, enhancing overall efficiency in case management.
- Enhanced customer satisfaction by promptly addressing and resolving complex issues.
Systems Engineer - Helpdesk
Sweda Systems Philippines Inc.
Makati City, Metro Manila, Philippines
05.2012 - 05.2013
- Designed and implemented system architectures to enhance operational efficiency.
- Developed automated scripts for system monitoring, improving response times to incidents.
- Conducted comprehensive performance assessments, identifying bottlenecks and recommending solutions.
- Evaluated emerging technologies to integrate innovative solutions into existing systems.
Education
Computer Science
Cavite State University - Carmona Campus
Carmona, Province Of Cavite, Philippines10-2011
Skills
- Training and mentoring
- Goal oriented
- Customer service
- Strategic planning
- Project management
- Interpersonal communication
Timeline
IT Operation Supervisor
Educar Shared Services Inc.
07.2023 - 05.2025
System Engineer - Helpdesk
Sweda Systems Philippines Inc.
06.2017 - 07.2023
Desktop Support Engineer
Micro-D International Inc.
07.2016 - 01.2017
IT Help Desk Agent
Curo Teknika
10.2014 - 04.2015
Customer Service Subject Matter Expert
Jollibee Foods Corp.
08.2013 - 09.2014
Systems Engineer - Helpdesk
Sweda Systems Philippines Inc.
05.2012 - 05.2013
Computer Science
Cavite State University - Carmona Campus