Cyril Tagalog

Service Desk and Technical Support professional with 2+ years of experience supporting users, restaurant/POS technology, workstations, peripherals, networks, and IT incidents. Experienced in Level 1 troubleshooting, ServiceNow ticketing, incident ownership, documentation, user guidance, and escalation to Tier 2 support.

Service Desk Tech at NCR Voyix (2025-07 – 2026-07)

• Provided Level 1 technical support for Wendy's restaurant locations through inbound/outbound calls, emails, and service requests.
• Troubleshot Aloha POS terminals, KVC/KVS, back-office/server systems, manager workstations, PIN pads, receipt printers, cash drawers, and network-connected peripherals.
• Diagnosed network-related issues and documented incidents and service requests accurately in ServiceNow.
• Maintained ownership of incidents from initial troubleshooting through resolution or escalation, with clear handoff to Tier 2 support for complex cases.

Associate - Technical Support (Service Desk) at Tech Mahindra (2023-05 – 2024-08)

• Handled phone/chat IT tickets and supported Tier 1/2 escalations by identifying, diagnosing, categorizing, and documenting reported issues.
• Tracked incidents from initial report through resolution, provided user guidance and basic online security support, and escalated unresolved problems.
• Supported users with clear troubleshooting guidance while monitoring issues through resolution and maintaining accurate records.

Customer Service Representative at Teleperformance (2020-01 – 2020-08)

• Supported flight, hotel, and car-rental bookings and modifications while resolving customer concerns accurately and efficiently.
• Guided customers in using online booking tools and promoted relevant travel services based on customer needs.

BS in Information Technology – CTS - College of Technological Science (2015 – 2019)