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.
