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@jerichodumangon
Experienced IT professional with expertise in service desk and operations analysis.
I am an experienced IT professional with a strong background in service desk and operations analysis. In my previous roles, I have provided frontline support to gather information about technical issues, ensure user satisfaction, and meet established SLAs. I have also handled inbound and outbound calls, troubleshooting and resolving technical issues remotely to minimize downtime and disruption to productivity. Additionally, I have experience in managing and distributing assets from deceased individuals' estates, executing client requests, and reviewing legal documents.
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Work history, roles, and key accomplishments
Provided frontline support for Cebu Pacific employees, meeting SLAs for response times, resolution times, and user satisfaction metrics.
Atos Information Technology Inc
Oct 2022 - Jan 2023 (3 months)
Handled Inbound and Outbound calls from Ernst & Young Employees, providing excellent customer service and resolving technical issues remotely.
Aug 2019 - Oct 2021 (2 years 2 months)
Managed and distributed assets from deceased individuals' estates, reviewing legal documents and executing client requests.
Degrees, certifications, and relevant coursework
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Software and tools used professionally
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