IT Specialist - ITO ITSM | Technical Support | Customer Service
Bulacan, Bocaue, Philippines
I’m an experienced IT and Customer Support Specialist with a strong background in global technical support, troubleshooting, and customer service via phone, chat, and email. I’m skilled at resolving technical issues, assisting users, and delivering reliable support to ensure customer satisfaction and smooth business operations.
Mr. Rooter Ventura and San Barbara County, freelance
Oct 2025 to Mar 2026
Developed and implemented engaging social media strategies, enhancing audience engagement and driving brand awareness. Produced high-quality video and photo content for various platforms, contributing to a significant increase in follower interactions. Managed daily posting schedules and newsletter preparations, maintaining consistency in digital communication. Analyzed performance metrics to inform content strategy adjustments, achieving improved lead conversion rates.
Stefanini Philippines, full_time
Jul 2023 to Dec 2024
Delivered global IT support to BCG Global employees via phone, chat, and email. Provided hardware and software troubleshooting for Windows and macOS, including remote assistance. Managed and resolved ServiceNow tickets. Provided remote technical assistance using Remote Desktop, Slack, and other remote support platforms. Administered Active Directory, including user creation, password resets, and access management. Assist with documenting/rating knowledge based articles Supported Microsoft 365, Intune, SharePoint, and OneDrive. Supported Collaboration tools (Sharepoint, Webex, Egnyte). Provide support on Mobiles (iPhones, Androids) access and set up. Supports MS Windows7/Windows 10, MS Office 2007/2013. Troubleshoot Internet browsers issues. Troubleshot VPN connectivity issues using Zscaler and Cisco AnyConnect. Network Printing and wireless routers assistance and installation. Assist with special project work as needed Escalate problems to the next level of support when necessary Consistently meet or exceed advanced individual IT SD and customer service metrics required Ability to work a 24 x 7 schedule required. Supported and troubleshot other enterprise IT tools and applications.
TATA Consultancy Services (Philippines) Inc., full_time
Sep 2019 to Mar 2023
Provided back-office support via phone, chat, and email, handling administrative tasks, billing, order processing, inventory management, and product support. Handles: Order Placement Billing ETA \ Shipping support Customer Care Call and Email support
Concentrix, full_time
Aug 2017 to Sep 2019
Delivered customer and artist support via chat and email, managing account care, billing inquiries, and fraud resolution. Provided technical assistance and troubleshooting for digital services, maintaining a customer satisfaction rate of over 95%. Handles: Customer Care Technical support Billing Fraud | Hacked assistance Feedback
Convergys Philippines Services Corporation, full_time
Apr 2016 to Apr 2017
Handles customer care, billing and technical concern regarding AT&T, Uverse Internet, Uverse TV, Directv and AT&T wireless concerns through chat. Achieved high-performance ratings for quality assurance, contributing positively to team metrics.
Tech Mahindra Limited, full_time
Apr 2015 to Apr 2016
Customer Service Representative / Technical Support Representative – Globe Wireless Postpaid Care and Technical Technical Support Representative / Customer Service Representative– Globe Broadband and Wire line Care and Technical Email Support / Customer Service Representative – Globe Wireless Postpaid Care Chat Support / Technical Support Representative – Globe Wireless Postpaid Tech
Dr. Yanga's Colleges, Inc, full_time
Jun 2012 to Jul 2014
Supervised the Department Task Inspection new purchased items. Responsible for the release of equipment to the students upon permission of the Dean. Makes beginning, semi-annual and ending physical inventory of equipment and tools and ensures that they are in their proper calibrations. Maintains safekeeping and proper storage of tools and equipment. Supervises storage and issuance of office supplies, equipment. Maintenance, calibration, repair of machineries and equipment. Supervised property management operations, overseeing IT assets and ensuring efficient maintenance scheduling
Dr. Yanga's Colleges, Inc., full_time
Apr 2007 to Jun 2012
Officer in charge of Registrar's Office files and records of the College of Business Administration, College of Accountancy, College of Arts and Sciences and College of Computer Studies. Maintaining and updating student’s records/database. Examines admission credentials. Makes an accurate recording of data in students' records. Ascertains compliance of requirements including removal of incomplete grades. Receives, Processes, and Dispatches Records or Transcript of Records of both Inactive and Active students. Make request for records of new students. Preparing and counter check the Enrollments List and Report on Promotion of the assigned college department. Deals with Routine inquiries from the students, staff and visitors (i.e. by telephone, written correspondence and in person) and provide them with the relevant information or refer more complex, non-standard queries to appropriate member of the staff. Attends to the prompt compliance with request for records, certificates, transcript of records, clearance and diplomas. Controls flow, safety and security of files and records of the students and the office. Provide clerical / secretarial assistance for the core functions within the Department. Classify, index, file and store of active and inactive records or files. Update and file pertinent records and documents at the Registrar's Office. In-charge in receiving and releasing of letters, memoranda and other communication in the Registrar’s Office. Keeping Master List of all documents. Keeps daily record of all incoming and outgoing documents. Carry out any other duties which are appropriate to the post as may be reasonably requested by the immediate supervisor.
Dr. Yanga's Colleges, Inc., full_time
Jun 2004 to Mar 2007
Working students that serve as an assistant to different departments of the institution. Doing clerical works every vacant time.
Bulacan Drug Rehabilitation Foundation, part_time
May 2004 to May 2004
Encoding all Data's of the center. Doing Graphs and Chart for more efficient records of the patients and data's of the Administration. Filing and updating hard copies of the files and records of the patients. Assisting the Doctor on his soft copies files and record. Maintaining the integrity of the soft copy files of the center.