Information Technology Customer Service

ELAINE CAMILLE P. BALUYUT

Grace Residence Tower *, Ususan, Taguig Manila, Philippines 093******** ******************@*****.*** EDUCATION

Bulacan State University Bachelor of Science in Information Technology Malolos, Bulacan, Philippines (2014 -2018) San Miguel Academy Inc. Highschool Masantol, Pampanga, Philippines (2014) Magalang Christian Ecumenical School Inc. Elementary Magalang, Pampanga,Philippines (2010) WORK EXPERIENCE

TaskUs Pampanga TASKUS CLARK 8F TWO WEST AEROPARK CGC CLARK PAMPANGA Tier-2 Customer Service/ Technical Support August 2018 – November 2023

● Resolve complex technical issues, streamline the support process, increase ticket resolution, and boost customer satisfaction.

● Trained junior staff, enhancing team efficiency and knowledge retention.

● Utilized CRM tools to track and analyze customer interactions effectively.

● Collaborated with cross-functional teams to enhance product features.

● Great at utilizing troubleshooting guides, and empowering customers to solve issues.

● Trained and skilled to handle blended inbound, outbound, chat, and email support. Strong Telephone and communication skills.

● Practical Knowledge of ERP /CRM Systems.

● Helped with POS/register issues, printers, networks, and mobile/web/computer application guidance.

● Experience in salesforce.com and other tools used for supporting blended accounts. HCLTECH Inc. Philippines ONE WORLD SQUARE 7F, MCKINLEY TAGUIG MANILA Senior IT Analyst April 2024 – Present

● Escalate tickets as needed for further assistance using remedy ticketing systems and the Citrix application.

● Troubleshoot and educate associates and managers on retail business regarding their windows, desktop/laptop, network issues, pos/registers, printers, handhelds, Microsoft Outlook email issues, and MFA authentication.

● Managed server-related problems, virtual private network issues, and employee profiles in the active directory. ISIM, azure Command prompt, Powershell, BigFix / It remote desktop tools.

● Has sufficient knowledge of IT applications such as SNOW, CRM, POS, reward cards, mobile apps, business intelligence, data analytics, cloud computing, storage, and web-based applications.

● Remote Desktop support through incident resolution or request fulfillment.

● Diagnose and resolve problems to meet service level expectations.

● Opening, updating, and closing of remedy tickets.

● Trained and skilled to handle blended inbound, outbound, chat, and email support

● Dispatch Hardware replacement and tech visits to designated teams/vendors to streamline support. CHARACTER REFERENCE

Carlos Villarin - HCLTech Inc. ( Team Lead ) ONE WORLD SQUARE 7F, MCKINLEY TAGUIG MANILA 094******** Jumeirah S. Jimenez - TaskUs (Team Lead) TASKUS CLARK 8F, TWO WEST AEROPARK CGC CLARK PAMP. 091********

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