Charles Shaq Cuenca

Incident & Ticket Management: Own escalated customer issues, respond to inquiries, and document incidents in ticketing tools (e.g., ServiceNow) within Service Level Agreements (SLAs).

Technical Troubleshooting: Diagnose and resolve complex network communication errors, malfunctioning server platforms, and storage problems.

Documentation: Write, update, and maintain infrastructure playbooks, incident logs, asset records, and technical troubleshooting guides.

Analyst III, Infrastructure Services - DXC Technology

(2025-01)

• Incident & Ticket Management: Own escalated customer issues, respond to inquiries, and document incidents in ticketing tools (e.g., ServiceNow) within Service Level Agreements (SLAs).
• Technical Troubleshooting: Diagnose and resolve complex network communication errors, malfunctioning server platforms, and storage problems.
• Documentation: Write, update, and maintain infrastructure playbooks, incident logs, asset records, and technical troubleshooting guides.

Account Counselor - HappyTrip Motors LTD, Co

(2023-09 - 2024-09)

• Financial Counseling: Meet with clients or patients to discuss outstanding balances, explain complex billing statements, and determine their ability to pay.
• Collections & Follow-Up: Conduct outbound calls and send correspondence to follow up on overdue accounts while maintaining professional compliance (e.g., FDCPA guidelines).
• Payment Management: Negotiate and establish formal payment plans, settlements, or payroll deductions in alignment with organizational policies.

Inventory Clerk - Royale Cold Storage North Inc

(2018-01 - 2018-10)

• Inventory Auditing: Conduct routine physical cycle counts and full inventory audits inside industrial refrigerators and deep-freeze units.
• FIFO & Expiration Management: Monitor expiration dates, production codes, and lot numbers strictly to enforce First-In, First-Out (FIFO) procedures and minimize product spoilage.
• System Data Entry: Update, reconcile, and maintain the Warehouse Management System (WMS) with accurate data regarding stock locations, shipments, and damage reports.

BS - Computer Science - Asian Institute of Computer Studies (2016)

High School - Mother Teresa Academy of Marilao (2012)