Jean Carla Sumarago

Lead offshore service desk team by delegating tickets, managing escalations, and implementing processes that improve resolution times and team performance. Train new hires, maintain documentation, and coordinate with US team leaders to align operations and updates.

Provided technical support by troubleshooting hardware, software, and network issues, and recommended solutions for hardware/software purchases and network updates to ensure consistent service delivery. Followed SOPs to maintain quality user support.

Handled incident management and service requests via phone, prioritizing and restoring services while performing problem analysis to improve user experience and adherence to standard operating procedures.

Managed user account provisioning and deactivation, performed diagnostics and desktop/remote troubleshooting, created and escalated tickets, and documented resolutions to ensure timely support during system and network outages.

Handled inbound customer interactions with strong phone etiquette and public speaking skills, answered queries, and routed calls while maintaining up-to-date knowledge of company offerings.

Conducted telephone interviews with active listening and neutrality, engaging respondents professionally in a fast-paced environment and adapting to flexible schedules.

Completed a Bachelor of Science in Information Technology at the University of Cebu - Lapu-Lapu and Mandaue in October 2016.