Technical IT Support Analyst
Philippines
I am an experienced Technical Support Analyst with over eight years of hands-on experience solving complex technical issues, analyzing system data, and supporting business operations. Throughout my career, I have developed strong analytical thinking, attention to detail, and the ability to translate technical information into actionable insights. As part of my role, I also worked with data analysis tools to investigate data-related issues by exporting data from a SQL Server database and transforming it into PivotTables using Excel. This led me to expand my skill set toward data analytics, gaining practical knowledge in Excel PivotTables, Python, Power Query, Tableau, and Power BI to clean, analyze, and visualize data effectively. My technical background enables me to understand data at a systems level while my growing analytics skills allow me to identify trends, support decision-making, and improve processes. I am now seeking a Data Analyst role where I can leverage my technical experience, analytical mindset, and passion for data-driven insights to deliver measurable business value.
ACI Worldwide Philippine Islands Inc., full_time
Nov 2017 to Dec 2025
- Delivered Level 1 technical support by responding to customers inquiries and troubleshooting product and fraud related issues using the “Salesforce” and “JIRA” ticketing systems. - Create, manage, and monitor JIRA tickets for technical support issues, feature requests, and bug tracking. - Communicated with clients to validate and clarify issues, especially for highly technical or complex product and fraud related inquiries, ensuring accurate and efficient resolution. - Identified and reported design, reliability, and maintenance issues or bugs to the appropriate teams for resolution and product improvement.
CC Mobile Financial Services Philippines, full_time
Aug 2016 to Nov 2017
- Maintained an up-to-date inventory of IT assets, including computer hardware, repair equipment, network devices, and software licenses, ensuring accurate tracking and compliance. - Provided efficient and proactive help desk support by identifying user needs, delivering technical assistance, diagnosing and repairing equipment, and performing software updates to ensure minimal downtime. - Conducted periodic preventive maintenance on computer systems to ensure optimal performance and reduce the risk of hardware failures or downtime.
SM Advantage Marketing Convergence Inc., contract
Sep 2015 to Jan 2016
- Executed test cases for the client’s web-based System Management module to verify software functionality, ensuring the system met design and development specifications. - Ensured that software met all defined requirements and functional specifications by validating features against project criteria and quality standards.