Diamond Bevz

Experienced IT professional with over 13 years of experience providing technical support, troubleshooting system issues, and delivering end-user training in fast-paced BPO environments. Strong background in resolving hardware, software, network, and POS system concerns while maintaining a high first-call resolution rate. Skilled in developing and facilitating training programs, coaching support teams, and working closely with cross-functional departments to improve performance and service delivery.

Proficient in Microsoft Office Suite, Google Workspace, and Windows operating systems, with a commitment to delivering excellent customer and technical support.

Technical Helpdesk Trainer - Concentrix

(2022-11 - 2026-04)

• Designed and facilitated technical training programs on hardware, software, network troubleshooting, and POS systems for new and existing helpdesk analysts.
• Evaluated trainee performance via assessments and practical exercises; delivered structured feedback to accelerate competency and reduce time-to-productivity.
• Served as Subject Matter Expert (SME), mentoring analysts on escalation procedures and troubleshooting best practices.
• Collaborated with operations management to identify knowledge gaps and continuously update training materials.

Technical Helpdesk Analyst - Concentrix (continuous employment from Atos Information Technology Philippines)

(2020-11 - 2022-11)

• Handled Tier 1 phone-based technical support for hardware, software, network, and POS system issues in a high-volume BPO environment.
• Coordinated with Level 2 technical personnel on escalated incidents to ensure timely resolution and maintain high customer satisfaction.

Technical Helpdesk Analyst - Atos Information Technology Philippines

(2015-07 - 2020-11)

• Delivered Tier 1 phone-based technical support, resolving complex hardware, software, and network issues for enterprise end users.
• Maintained thorough incident documentation and contributed to knowledge base improvements to reduce repeat contacts.

Technical Support Representative - Alorica Pacific Rim Inc.

(2012-05 - 2015-03)

• Troubleshot network connectivity and email configuration issues for residential customers via inbound phone support, consistently meeting AHT and CSAP KPIs.
• Guided customers through installation and activation of Verizon Internet Security Suite (VISS), achieving high first-call resolution rates.

BS - Business Management – Management Accounting - Notre Dame of Dadiangas University (2010 - 2012)