Open to opportunities

Mary Jayezel Javier

@maryjayezeljavier

Message

Customer-focused IT helpdesk professional with B.A. in Journalism and BPO experience.

Philippines

Message

What I'm looking for

I seek a role combining technical helpdesk support and customer-facing responsibilities, in a collaborative company that values growth, clear processes, and opportunities to advance my IT and support skills.

I am a customer-focused IT helpdesk professional with hands-on experience supporting telecommunications and airline voice accounts in BPO environments and providing technical end-user support for enterprise clients.

I have handled reservations, refunds, account troubleshooting, device and network issues, ticketing, and case escalation while working with tools such as ServiceNow, Genesys Cloud, Citrix Workspace, Azure, Active Directory, and various remote-support platforms.

I graduated Magna Cum Laude with a B.A. in Journalism, have documented leadership experience in student government, and bring strong communication, analytical troubleshooting, and multitasking skills to roles that require technical support, customer service, and process-driven problem solving.

Experience

Work history, roles, and key accomplishments

Helpdesk Technician

Stefanini

Sep 2022 - Oct 2025 (3 years 1 month)

Provided end-user technical support via phone, email and chat, generated and tracked tickets, performed troubleshooting and restorative actions, and monitored accounts to resolve incidents and maintain service continuity.

Troubleshooting Active Directory Incident Management Customer Support

Customer Care Representative

Sykes Asia Philippines

Apr 2022 - Jul 2022 (3 months)

Supported Verizon Wireless voice account handling billing, payments, device troubleshooting, plan changes, account security, promotions and refunds to maintain customer connectivity and satisfaction.

Telecommunications Support Troubleshooting Billing Support Customer Communications Refunds

Experience Champion

Everise Philippines

Sep 2021 - Mar 2022 (6 months)

Handled Aer Lingus voice account supporting flight reservations, itinerary changes, baggage and loyalty inquiries; created and escalated refund/voucher cases and communicated travel restrictions to customers, improving resolution accuracy.

Customer Service Flight Reservation Travel Documentation Communication CRM

Office Assistant (Intern)

City Hall of Imus

Assisted Youth Affairs Office with event coordination, document filing and organization, ID/card creation, and beneficiary support for municipal programs.

Administrative Support Event Coordination Document Management Beneficiary Assistance ID Cards Customer Service