Shanin Catanghal
@shanincatanghal
Result-driven helpdesk technician skilled in ticketing and remote support.
PhilippinesWhat I'm looking for
I am a result-driven helpdesk technician with hands-on experience supporting high-volume calls, emails, and chats while maintaining SLA compliance. I have worked in customer service and technical support roles at Stefanini Philippines, Teleperformance Philippines, and Sutherland Global, and I hold certifications including Stefanini Trainer Certified (2024).
I specialize in Microsoft 365 administration, ticketing systems (ServiceNow), identity and access management (Okta, Entra, Active Directory), and remote support tools like MobiControl and GoToAssist. I create knowledge base articles, troubleshoot peripherals, and bring strong English communication, adaptability, teamwork, and problem-solving skills to technical support environments.
Experience
Work history, roles, and key accomplishments
Helpdesk Technician
Stefanini Philippines
Jan 2022 - Present (4 years)
Handled high-volume calls, email, and chat support while resolving tickets and performing remote troubleshooting to meet SLA targets. Created knowledge base articles and assisted with identity/access issues to improve first-contact resolution.
Customer Service Representative
Teleperformance Philippines
Jan 2021 - Jan 2022 (1 year)
Provided customer support via phone, email, and chat, maintained SLA compliance, and assisted in technical troubleshooting to resolve user issues efficiently. Escalated complex incidents and supported team performance goals.
Technical Support
Sutherland Global
Jan 2021 - Dec 2021 (11 months)
Delivered technical support for end users including remote device management and peripheral troubleshooting, improving resolution rates within support windows. Used remote access tools to diagnose and remediate issues.
Education
Degrees, certifications, and relevant coursework
BUBulacan State University
Bachelor of Industrial Technology, Industrial Technology (Foods)
2019 - 2021
Completed Bachelor of Industrial Technology majoring in Foods with coursework focused on technical and vocational livelihood (Home Economics).
Colegio de Calumpit
Technical and Vocational Livelihood Certification, Technical and Vocational Livelihood (Home Economics)
2017 - 2019
Completed Technical and Vocational Livelihood (Home Economics) program with practical training in livelihood and related skills.
Calumpit National High School
Junior High School Diploma, Secondary Education
2013 - 2017
Completed junior high school education with emphasis on general secondary curriculum.
Availability
Location
PhilippinesAuthorized to work in
Job categories
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