Open to opportunities

Rose Sheryll Dela cruz

@rosesherylldelacruz

Message

Experienced IT Helpdesk Analyst with a strong background in support.

Philippines

Message

What I'm looking for

I seek a role that fosters growth, values innovation, and emphasizes teamwork.

I am a dedicated IT Helpdesk Analyst with extensive experience in technical support and quality assurance. My journey in the tech industry began over two decades ago, and I have honed my skills in troubleshooting, customer service, and data analysis. Currently, I work as a Social Media Evaluator at Crowdgen, where I enhance user experiences on various platforms.

Previously, I served as an IT Helpdesk Analyst at ATOS Philippines, where I was responsible for resolving complex technical issues and ensuring high-quality service delivery. My role involved collaborating with teams to analyze data and implement corrective actions, which significantly improved our quality system. I am passionate about leveraging technology to solve problems and enhance user satisfaction.

Throughout my career, I have developed a strong technical skill set, including expertise in network troubleshooting, software configuration, and customer support. I am committed to continuous learning and professional growth, and I thrive in environments that challenge me to innovate and improve processes.

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Experience

Work history, roles, and key accomplishments

Current

Social Media Evaluator

Current

Crowdgen / Appen

Jul 2021 - Present (4 years 4 months)

Evaluated and provided feedback on various social media platforms, contributing to the enhancement of user experiences and online presence. Enhanced the quality of ads on a popular social media platform and ensured privacy ad topic models were up to date against regulatory audits.

Regulatory Compliance User Experience Data Labeling

IT Helpdesk Analyst / Quality Assurance Analyst

ATOS Philippines

Mar 2018 - Jul 2020 (2 years 4 months)

Communicated via phone, instant messenger, and email, troubleshooting utilizing remote connection and diagnostic tools. Performed data quality checks on applicable tickets within IRIS – Service Now and analyzed data to identify areas for improvement in the quality system.

Quality Assurance Troubleshooting Service Now

Technical Support Representative - ADSL Support

TPG Orchid Cybertech Services, Inc.

Oct 2015 - Dec 2016 (1 year 2 months)

Supported Australian Internet (ADSL, VDSL, NBN, FTTN, FTTB) and home phone customers, diagnosing and resolving technical queries via telephone and email. Assisted with ADSL, NBN, FTTN, FTTB installations on routers and modems, and resolved customer issues with excellent service.

Technical Support NBN FTTN

Tier 2 - Business Voice Over-IP

Sykes Asia Incorporated

Apr 2013 - May 2015 (2 years 1 month)

Gained working experience with multivendor Router, Switches, VOIP, WAN, LAN, and Wireless technologies from Cisco, Nortel, Avaya, Shoretel, and Juniper. Configured Cisco Routers and Switches, and worked with Cisco Unified Communication System and VoIP Gateways.

VoIP Wireless Cisco Nortel

Queue Manager Business Voice Over-IP

Sykes Asia Incorporated

Apr 2010 - Apr 2013 (3 years)

Managed queues for Business Voice Over-IP operations, ensuring efficient call flow and service delivery. Coordinated with various teams to optimize performance and resolve complex issues.

Call Flow Optimization Team Coordination Performance Monitoring

Technical Support Representative Broadband High Speed Internet Account

Sykes Asia Incorporated

Jul 2006 - Apr 2010 (3 years 9 months)

Provided technical support for broadband high-speed internet accounts, resolving customer issues and ensuring service continuity. Assisted users with connectivity problems and system configurations.

Technical Support Customer Service Troubleshooting

Web Design

Philippine Tourism Authority - MIS Department

Feb 2002 - Dec 2005 (3 years 10 months)

Designed and developed websites for the Philippine Tourism Authority, contributing to the department's online presence. Utilized various web design software and programming languages to create engaging web content.

Web Design HTML Macromedia Flash Photoshop

Head Supervisor

Jermiel Petron Service Station

Jan 2001 - Dec 2005 (4 years 11 months)

Supervised daily operations at the service station, managing staff and ensuring efficient customer service. Oversaw inventory, sales, and adherence to company policies.

Operations Management Customer Service Inventory Management Sales

Data Encoder

Philippine Tourism Authority - MIS Department

Sep 1996 - Dec 2000 (4 years 3 months)

Performed data entry and encoding tasks for the MIS Department, ensuring accuracy and integrity of information. Maintained databases and assisted with data organization.

Data Entry Data Encoding Data Accuracy Organization Database Management