Customer Support / Technical Support Specialist
Metro Manila
I am an IT Support and Systems Engineer with over 10 years of experience in technical support, customer service, incident management, and enterprise application support. Throughout my career, I have successfully resolved complex technical issues, supported business-critical systems, and built strong relationships with users and stakeholders. I take pride in my problem-solving abilities, reliability, and commitment to delivering excellent service. Outside of work, I enjoy learning new technologies, improving my professional skills, and exploring opportunities that allow me to help people and contribute to business success.
Indra Philippines Inc. l Asian Development Bank, full_time
May 2021 to Present
- Resolve complex incidents escalated from Level 1 support teams. - Investigate system issues and recommend technical solutions. - Perform Unit Testing, Regression Testing, and test case maintenance. - Provide email, chat, and call support for enterprise users. - Manage user access requests for CreditLens and iLevel platforms. - Troubleshoot application and system-related issues and provide workarounds. - Collaborate with Subject Matter Experts (SMEs) and ADB IT teams to validate resolutions and address complex dependencies.
Indra Philippines Inc. l Asian Development Bank, full_time
Jan 2021 to May 2021
- Served as the primary point of contact for technical incidents and service requests. - Delivered first-level technical support to end users. - Logged and tracked incidents through the ticketing system. - Escalated unresolved issues to appropriate support groups. - Assisted users remotely and onsite using SCCM, Microsoft Teams, and other support tools. - Performed software installations, troubleshooting, and configuration. - Supported Outlook, Shared Mailboxes, Microsoft Teams, and ADB Go application configuration.
ABS-CBN Broadcasting Corporation, full_time
Jul 2019 to Jan 2021
- Led training and quality initiatives for the Service Desk team. - Conducted ticket quality audits and knowledge management activities. - Managed cross-training programs and onboarding of new personnel. - Developed and maintained knowledge base articles and training materials. - Generated weekly and monthly CSAT reports and quality metrics. - Provided VIP support and advanced technical assistance. - Coordinated service processes and user support activities.
ABS-CBN Broadcasting Corporation, full_time
Jul 2018 to Jul 2019
- Managed daily Service Desk operations and ensured compliance with SLAs and KPIs. - Conducted coaching sessions, performance reviews, and team huddles. - Monitored call volume, FCR performance, and service metrics. - Assisted in preparing Root Cause Analysis (RCA) reports. - Supported client communications and operational improvement initiatives. - Handled escalations and VIP support requests.
ABS-CBN Broadcasting Corporation, full_time
Aug 2017 to Jul 2018
- Supervised a team of more than 50 Service Desk personnel. - Managed staffing schedules and shift assignments. - Oversaw incident resolution, escalation, and service delivery. - Developed and updated support procedures and operational guidelines. - Supported executives and VIP users with technical requirements. - Conducted staff training and technical mentoring.
ABS-CBN Broadcasting Corporation, full_time
Oct 2016 to Aug 2017
- Assisted in daily Service Desk operations and administrative functions. - Managed schedules, attendance, orientation, and training activities. - Coordinated Service Desk request assignments and monitoring. - Delivered VIP user support and service coordination.
ABS-CBN Broadcasting Corporation, full_time
Oct 2015 to Oct 2016
- Provided Level 1 support for hardware, software, network, and email-related issues. - Assisted users remotely and onsite using SCCM, UltraVNC, RDC, and TeamViewer. - Managed ticket logging, tracking, and escalation processes. - Performed Microsoft Office and Skype for Business installations and configuration. - Troubleshot network connectivity issues and coordinated with Network Management teams.