Gladys Tambua

Experienced Technical Support professional with a strong background in providing first-level (L1) support, troubleshooting user issues, and managing service tickets. Skilled in handling incidents and service requests using ticketing systems while ensuring timely resolution within SLA. Known for strong communication skills, customer-focused approach, and ability to resolve technical concerns efficiently in fast-paced environments

Senior Technical Process Executive at INFOSYS BPM PHILIPPINES (2021-12 – 2025-12)

• Provided L1 technical support for end users, resolving hardware, software, and network-related issues
• Managed and tracked incidents using ServiceNow, ensuring SLA compliance
• Performed basic troubleshooting for Office 365, remote access tools, and enterprise applications
• Handled user account management (password resets, access requests) via Active Directory
• Assisted users with VPN tools such as Cisco AnyConnect and Zscaler
• Documented resolutions and escalated complex issues to L2/L3 teams when necessary
• Maintained high customer satisfaction through effective communication and timely support

Technical Support Specialist at WESTCONTACTSERVICES/ ALORICA PHILS (2013-07 – 2021-12)

• Delivered frontline technical support for internet, phone, and cable services (Comcast account)
• Diagnosed and resolved connectivity and device issues using troubleshooting tools
• Assisted customers with installation, configuration, and basic network troubleshooting
• Ensured high resolution rate and customer satisfaction through clear communication
• Followed standard procedures and workflows for consistent service delivery

Bachelor of Science in Computer Science – STI College Las Pinas (2000 – 2004)