Janessa Rose Macaspac

Currently, I work as Internal Coordinator in arcade/video/VR games ensures that the operations, staff, and gaming equipment run smoothly, bridging the gap between technical teams, management, and customers.

In my previous company, I work as Level 1 Technical Support for almost 5 years and acts as the frontline problem solver for users, handling common technical issues, guiding users, and escalating complex problems.

Internal Coordinator

Warehouse of Games Ltd. Jul 2024 - Present

• Providing Job Orders to the technicians and ensure that they completed the checking of the machines.
• Raise concerns to the factory regarding machines issues, replacement parts, modifications.
• Create Transfer Order in the system for all the parts taken from the Spare Parts Department.
• Coordinate with the factory for manuals, software update and technical concerns for the machines.
• Responsible to record and update all the Job Orders, Petty Cash Invoice and Repair Parts in the system.
• Request approval from the management for higher cost parts of the machines.
• Provide assistance and support to the Operations team.
• Responsible for budgeting petty cash for purchasing local parts.
• Responsible for Quality Control to recommending adjustments of the machines or production process. Inspecting, testing, or measuring materials or products being produced by the factory.

Pilgrim Quality Solutions (IQVIA) Jan 2020 - Aug 2024

• Documented each service ticket accurately, maintaining a comprehensive database of issues and resolutions.
• Participated in regular training sessions to expand software and hardware knowledge base.
• Worked on multiple tasks simultaneously, demonstrating strong time management skills.
• Escalated severe technical issues to senior IT staff for prompt resolution.
• Guided users through step-by-step solutions with clear communication skills.
• Resolved complex technical problems for improved system performance.
• Contributed regularly to team meetings, sharing insights for process improvement.
• Asked customer targeted diagnostic questions for speedy root cause analysis.
• Translated lengthy troubleshooting steps by breaking down and simplifying instructions.
• Assisted wider customer service teams to produce external user guides and internal support tools.
• Provided testing and systems administration support as required by multi-disciplinary teams.
• Developed expertise in variety of technical disciplines including cloud services and network management.
• Drove short-term troubleshooting and long-term improvement efforts across multiple platforms.
• Referred to internal knowledge base to quickly locate and apply up-to-date troubleshooting steps.
• Communicated complicated concepts to customers with varying levels of technical understanding in non-patronizing manner.
• Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
• Used Salesforce Lightning to track support tickets and document actions.
• Delivered reliable, high quality technical support to average of 20 users daily.

Bachelor of Science in Information Technology