Open to opportunities

Carlo Vergel Ayson

@carlovergelayson

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Experienced technical specialist with a strong background in project management.

Philippines

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What I'm looking for

I seek a role that values collaboration and offers opportunities for growth.

I am a dedicated technical specialist with extensive experience in IT support and project management. My journey began with a Bachelor of Science in Information Technology, and I have since honed my skills through various roles, including Senior Technical Specialist and IT Service Desk Lead. I am passionate about delivering high-quality service and ensuring operational excellence.

Throughout my career, I have successfully managed cross-functional projects, optimized technical support processes, and maintained high availability for client systems. My certifications in Google IT Support and Project Management have equipped me with the knowledge to drive compliance and best practices in all my endeavors. I thrive in dynamic environments, adapting quickly to challenges while fostering collaboration and understanding among team members.

Experience

Work history, roles, and key accomplishments

Current

Customer Support

Current

Forchics

Nov 2024 - Present (6 months)

Responsible for product management, order processing, and customer service. Engaged in marketing and promotion activities, website maintenance, and data entry tasks. Analyzed sales data to track performance and identify trends.

Product Management Order Processing Customer Service Marketing Maintenance Data Entry Reporting SEO CRM Administration Analytics

Senior Technical Specialist

Uptime.com

Aug 2023 - Oct 2024 (1 year 2 months)

Managed uptime monitoring for client websites and provided Tier 2 and Tier 3 technical support. Led cross-functional projects and collaborated with Customer Success teams to onboard clients and enhance monitoring solutions.

Technical Support Project Management Documentation Process Improvement Quality Assurance

Technical Admin Senior Associate

Google Operations Center

Aug 2020 - Aug 2023 (2 years 11 months)

Maintained the support ecosystem and resolved escalated issues. Collaborated with various teams to ensure efficient issue resolution and proposed process improvements.

Support Ecosystem Management Stakeholder Engagement CRM Administration Process Improvement Documentation Collaboration Incident Management Team Leadership

IT Service Desk Lead

Cognizant Technology Solutions

Jan 2015 - Jul 2020 (5 years 6 months)

Managed IT service desk operations, ensuring service level excellence and providing technical support. Led technical projects and maintained documentation for efficient service delivery.

Service Desk Technical Support Reporting Process Improvement Documentation Troubleshooting

E-Learning Developer

Transcom

May 2012 - Oct 2014 (2 years 5 months)

Designed and developed interactive e-learning courses and knowledge bases. Collaborated with various departments to create engaging training content and conducted quality assurance.

E Learning Instructional Design Content Creation Quality Assurance HTML

Education

Degrees, certifications, and relevant coursework

Pamantasan ng Lungsod ng Pasig

Bachelor of Science, Information Technology

2007 - 2011

Completed a Bachelor of Science in Information Technology, focusing on various aspects of IT including software development, systems analysis, and network management.