Technical Support Representative
Resume:
ANNA CARVAJAL MIRANDA
M B A, S P A N I S H B I L I N G U A L I C T, D S & M L G R A D U A T E
Diliman, Quezon City, Phils
****.*.*******@*****.***
LinkedIn Profile
PROFESSIONAL EXPERIENCE
SPANISH BILINGUAL IT SERVICE DESK ANALYST
Wipro BPO Phils. Inc. Aug 2021 – Sep 2024
● Managed technical support inquiries, resulting in a 20% increase in customer satisfaction.
● Provided bilingual IT support (Spanish/English), reducing resolution times by 15%.
● Troubleshot complex IT-related issues and documented resolutions using ServiceNow.
SPANISH SALES OPERATIONS TICKETING SPECIALIST
Zendesk Phils., Inc. Jun 2019 – Oct 2019
● Optimized customer account management processes, improving Salesforce Lightning updates.
● Resolved system-related disputes and provided technical support to internal teams.
SPANISH BILINGUAL TECHNICAL SUPPORT II
Concentrix Convergys Philippines, Inc. Jun 2018 – Jul 2019
● Delivered technical support for Aptos POS, maintaining a 95% customer satisfaction rate.Diagnosed and resolved IT issues, improving efficiency by 25%.
CONSULTANT & ENTREPRENEUR
Mexican Belly MNL Mar 2015 – Oct 2018
● Planned menus, managed food costing, and optimized profitability using KPIs
SPANISH SERVICE HELPDESK IT ANALYST
CGI Group Inc. Jan 2017 – Mar 2017
● Handled first-line IT incidents, resolving issues with speed and accuracy.
● Provided technical support via phone, email, and case tracking systems.
● Ensured customer satisfaction through troubleshooting and issue resolution.
SPANISH CONSULTANT – TECH SUPPORT & ORDER MGMT T
Sutherland Global Services, Inc. Nov 2014 – Aug 2015
● Provided technical and customer support for AT&T U-verse services.
● Diagnosed internet connectivity issues and ensured proper escalation procedures.
● Managed service requests within Customer Relationship Management (CRM) tools.
ASSISTANT STORE MANAGER
Jollibee (Freemont Foods Corporation) Oct 1996 – Jun 2002
● Managed store operations, financial planning, and team performance to ensure business success.
● Led staff training, product & service quality control, and customer engagement strategies.
● Implemented marketing initiatives, optimizing sales and enhancing customer experience.
● Oversaw inventory management, cost control, and operational efficiency improvements.
PROFESSIONAL SUMMARY
Bilingual ICT professional with
expertise in IT service
management, data science, and
machine learning. Proven ability
to analyze and optimize
technical workflows,
troubleshoot IT issues, and
support process improvements.
Achieved perfect scores in MIT
Data Science & Machine
Learning coursework. Currently
pursuing a Master in Applied AI
Studies and a Global
Mastermind in Marketing.
KEY SKILLS
Data Science & Machine
Learning (Python, SQL)
IT Support &
Troubleshooting
(ServiceNow, Windows 10)
Process Optimization &
Technical Documentation
Customer Support &
Stakeholder Management
Bilingual Communication
(Spanish & English)
EDUCATION &
CERTIFICATIONS
MIT-IDSS – Data Science &
Machine Learning (Perfect
Project Scores)
Master in Applied AI
Studies – Best Speakers in AI
& IoT Industry (In Progress)
Global Mastermind in
Marketing – Brian Tracy &
Philip Kotler, NextMBA (In
Progress)
MBA – Ateneo (Commended
for Feasibility Study)
LANGUAGES
English and Spanish
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