IT HELPDESK SUPPORT

Work Experience Summary:

Cognizant Technology Solutions, Quezon City
Senior Process Executive / Support Associate (SalesForce Billing Support)
July 2022 – May 2024
– Managed case inquiries via OMNI, ensuring timely resolutions and processing of attrition cases.
– Provided invoice support, verifying payments and requesting receipts to maintain financial integrity.
– Collaborated with Accounts Receivable on disputes and maintained accurate billing contacts.
– Resolved customer inquiries and tax disputes using internal resources and knowledge articles.
– Monitored performance metrics, adhering to SLAs and managing case backlogs.

Senior Process Executive / Support Associate (SalesForce Admin)
November 2021 – July 2022
– Handled case management, logging cases for closure and creating child cases for additional concerns.
– Tested resolutions and coordinated with SMEs for effective change requests.
– Maintained quality assurance and communicated updates to clients.
– Managed daily workloads to meet performance expectations and followed up with unresponsive clients.

Almarai Company, Riyadh, Saudi Arabia
Data Entry Operator E2 / Logistics and Transport Officer
June 2016 – June 2021
– Coordinated truck allocations and monitored timely dispatches for transport logistics.
– Assessed driver performance and generated reports for management.
– Managed shipment schedules and inter-modal container logistics, ensuring accurate documentation.

Transdelta International Industries LLC,
Ajman, UAE
IT Helpdesk Support
December 2013 – January 2016
– Provided technical support and troubleshooting for Microsoft users, managing accounts via Active Directory.
– Utilized ServiceNow for ticket management, enhancing helpdesk efficiency.
– Oversaw system administration tasks and facilitated remote support across multiple sites.

Elipsys Global, Libis, Philippines
Operations Supervisor
August 2012 – May 2013
– Mentored team members and delivered training to enhance performance.
– Managed a team of Tier 1 agents, ensuring adherence to quality standards and client satisfaction.
– Developed strategic action plans to meet KPIs and monitored operational decorum.

Convergys Philippines, Quezon City
Technical Support Representative (AT&T U-verse)
May 2007 – January 2010
– Provided technical troubleshooting and customer service, ensuring a positive experience.
– Managed case tickets and tracked performance metrics to exceed goals.
– Collaborated on knowledge management and escalated complex issues when necessary.

Etelecare Global Solutions, Makati
Technical Support Representative (America Online)
January 2004 – April 2007
– Delivered troubleshooting support for various technical issues, enhancing user experience.
– Achieved performance goals and maintained strong customer relationships through effective communication.