Jim Camano

A dedicated IT Service Desk support with 10 years of experience providing customer service and technical support to end users. Succeeded in software, hardware, and networks. Skilled in managing calls, emails, and chats professionally. Also has experience in sales and marketing.

Service Desk Analyst at Pomeroy Technologies Inc (2026-01 – Present)

Provided first-level technical support to end users via phone, email, and chat, ensuring timely resolution of IT issues

• Provided first-level technical support to end users via phone, email, and chat, ensuring timely resolution of IT issues
• Logged, tracked, and managed incidents and service requests using ticketing systems like ServiceNow and Jira Service Management
• Performed basic troubleshooting for hardware, software, network, and application-related concerns
• Followed standard operating procedures (SOPs) and knowledge base articles to ensure consistent issue resolution
• Escalated complex or unresolved issues to Level 2/Level 3 support teams with complete documentation

Fraud Analyst / Transaction Verifier at 99 POT / 99 BON (2025-11 – 2026-02)

Review and monitor all deposit and withdrawal transactions for suspicious or high-risk activity

• Review and monitor all deposit and withdrawal transactions for suspicious or high-risk activity
• Verify the legitimacy of payment methods (e.g., e-wallets, cards, bank transfers) used by players
• Conduct detailed checks before approving withdrawals to prevent fraudulent payouts
• Identify red flags such as mismatched account details, unusual transaction patterns, or velocity issues

Customer Service / Chat Support at 99 POT / 99 BON (2025-04 – 2025-11)

Respond promptly to customer inquiries via LiveChat

• Respond promptly to customer inquiries via LiveChat
• Provide assistance with claiming coupons, and resolving issues with delay withdrawal and deposit transactions.

Service Desk Analyst at Concentrix Daksh Philippines (2022-04 – 2025-12)

Serve as the first point of contact for end-users seeking technical assistance via phone, email, or ticketing system.

• Serve as the first point of contact for end-users seeking technical assistance via phone, email, or ticketing system.
• Accurately log, categorize, and prioritize incidents and service requests in the IT ServiceNow tool.
• Provide basic troubleshooting and support for hardware, software, network, and peripheral issues.
• Escalate unresolved issues to Level 2 or appropriate support teams following established escalation procedures.
• Assist users with password resets, account unlocks, and other routine access management tasks.
• Monitor ticket queues to meet SLA (Service Level Agreement) targets
• Communicate effectively with users, providing updates and setting expectations

Technical Support Representative at Alorica Philippines (2016-06 – 2022-04)

Provide first-level technical support to customers experiencing issues with AT&T U-verse services, including internet, computer, IPTV, and phone.

• Provide first-level technical support to customers experiencing issues with AT&T U-verse services, including internet, computer, IPTV, and phone.
• Troubleshoot and resolve connectivity, signal, and equipment-related problems via phone, chat, or remote diagnostic tools.
• Guide customers through step-by-step instructions for rebooting or resetting modems, routers, or set-top boxes

Lead Generation / Encoder at Global Connection (2016-03 – 2016-05)

Research and identify potential clients or business opportunities through online platforms, databases, and industry directories.

• Research and identify potential clients or business opportunities through online platforms, databases, and industry directories.
• Generate, qualify, and segment leads based on predefined criteria and target market profiles.
• Maintain and update lead information in CRM systems or spreadsheets to ensure data accuracy

Bagger at Savemore Supermarket (2015-06 – 2015-11)

Efficiently bag groceries, ensuring items are packed safely, securely, and organized

• Efficiently bag groceries, ensuring items are packed safely, securely, and organized
• Assist customers in carrying bags to their vehicles upon request
• Help maintain cleanliness and orderliness at the front-end area, including bagging stations and checkout lanes.
• Handle customer inquiries politely and direct them to the appropriate staff or department when needed.

Bachelor of Science in Entrepreneurship – Polytechnic University of the Philippines (2021-11 – 2025-10)

Program in Information Technology – STI College (2013-11 – 2015-11)

Program in Graphic Design & 3D Animation – Dr. Filemon C. Aguilar Information Technology Institute (2013-11 – 2015-11)