Help desk and Service desk Support
Cebu
I am an IT Support and Microsoft 365 Specialist with experience in help desk operations, cloud support, troubleshooting, and user account administration. Skilled in Microsoft 365, Active Directory, ticket management, and remote technical support, I combine technical expertise with excellent customer service to resolve issues efficiently and help businesses maintain smooth IT operations.
Lincoln IT, full_time
May 2025 to Present
Serve as the first point of contact for IT support, handling inbound calls and assisting users with technical issues and service requests. • Perform initial ticket triage by assessing reported issues, prioritizing incidents, documenting details, and routing tickets to the appropriate support teams. • Assist users with password resets and account access issues using Microsoft 365 and Active Directory. • Provide first-level technical support for user account, authentication, and Microsoft 365-related issues. • Document troubleshooting steps, user concerns, and resolutions accurately in the ticketing system. • Deliver professional customer service while ensuring timely responses and effective communication with end users.
Accenture, full_time
Dec 2022 to Jun 2025
Provide customer-facing call/voice product engineering support for M365 and real-time client support for faster resolution of cases • Support incident identification, prioritization, and resolution activities • Develop maintain knowledge of tools and service management procedures necessary to run IT operations • Guide customer in onboarding their businesses, solving issues and providing thorough instructions when utilizing M365 services like Exchange Online, SharePoint Online, Office 365 Pro Plus, Yammer, etc. • Leverage collaboration support tools and processes to expedite resolution of customer issues • Build relationship to create. reinforce, motivate, and guide customers and partners • Application Architecture and Application Remediation
Freelance VA, freelance
Jan 2022 to Mar 2025
Scheduling inpatient appointment and arranging referrals. • General data entry such as EMR updates • Patient confirmation and reminders • Ensuring that insurance documentation is verified and processed correctly. • Fax important documents.
Teletech, full_time
Jan 2021 to Sep 2022
• Handle three main channels: Inbound, Chat and Emails for partner merchants, customers and driver worldwide while maintaining an outstanding experience in every interaction. • Resolve matters such as payments, account questions, driver issues, or troubleshooting with extraordinary customer care. • Demonstrate customer passion through outstanding customer attention and relationship-building.