Versatile IT Support, Caregiving, and Customer Service, ServiceDesk
Resume:
Career Objective
To obtain a position that values versatility, strong communication, and a commitment to service excellence. With a background spanning IT support, quality assurance, customer service, childcare, and caregiving, I aim to bring a well-rounded skill set to a company that prioritizes teamwork and continuous improvement.
Application Letter
Dear Hiring Manager,
I am writing to express my interest in the general position currently available in your organization. With a diverse background and a proactive, adaptable work ethic, I am confident in my ability to contribute effectively to your team. Throughout my career, I have demonstrated strong versatility and a commitment to achieving organizational goals. My experience across various roles has strengthened my ability to learn quickly, take initiative, and perform well in fast-paced environments. I am eager to bring this same level of dedication and reliability to your company. I would welcome the opportunity to discuss how my skills, strengths, and professional background can support your team’s success. Thank you for considering my application. I appreciate your time and look forward to the possibility of speaking with you. Truly yours,
DYANA ROSE CRISTOBAL
**************@*****.***
4648 Barcroft Way Sterling
Heights, MI 48310
DYANA ROSE CRISTOBAL Resume
Professional Summary
Results-driven professional with extensive experience in IT service desk operations, quality assurance, customer service, and technical troubleshooting, supported by 13+ years in the BPO and technology sectors. Currently working as an Assistant Teacher at KinderCare and an In-Home Caregiver in Michigan, demonstrating strong adaptability, communication, and people-centered service. Brings proven strengths in performance evaluation, documentation accuracy, coaching, and continuous improvement. Licensed Professional Teacher
(Philippines) with a versatile background and the ability to excel in fast-paced, client-focused environments. CORE COMPETENCIES
IT Service Desk Support
Quality Assurance & Auditing
Technical Troubleshooting
Customer Experience
Management
Performance Evaluation &
Reporting
Process Improvement &
Documentation
Coaching & Feedback
Delivery
SLA & Compliance Monitoring
Analytical & Critical Thinking
Cross-Functional
Collaboration
TECHNICAL SKILLS
Microsoft 365 (Word, Excel,
PowerPoint, Outlook,
Teams, SharePoint)
ServiceNow Ticketing
System
Active Directory (Password
Resets, Account
Modification)
LogMeIn Remote Support
Basic Hardware/Software
Troubleshooting
Quality Management
Frameworks
CERTIFICATIONS & TRAINI
Licensed Professional
Teacher (LPT) – PRC
Philippines (2007)
Microsoft Azure
Fundamentals (2020)
ITIL v4 – Training
Completed
Quality Management
(Training)
Business Continuity
Management (Training)
Strategic Planning
(Training)
Customer Handling
Skills
First Aid Training
Basic Occupational
Safety & Health (BOSH)
/ HIRAC
586-***-**** **************@*****.*** Sterling Heights, MI DYANA ROSE CRISTOBAL Resume
Professional Experience
Assistant Teacher KinderCare Learning Center – Michigan, USA Jun 2024 – Present Supports classroom operations and early learning activities Reinforces literacy, numeracy, and social-emotional development Ensures a safe, structured, nurturing environment
In-Home Caregiver Utica Senior Place – Michigan, USA Jun 2024 – Present Provides daily living assistance and personal care Ensures client safety, comfort, and mobility support Coordinates with families and healthcare professionals Performance & Quality Analyst / Sr. Analyst Accenture Philippines 2020 – 2024 Conducted QA evaluations, calibrations, mock calls, and audits Delivered coaching and performance feedback
Created monitoring tools and quality documentation Generated analysis reports and ensured process compliance S/W Cloud Ops Analyst – Service Desk Accenture Philippines 2018 – 2020 Provided Level 1 technical support
Performed password resets and account modifications (Active Directory) Used LogMeIn for remote troubleshooting
Managed ServiceNow tickets and ensured SLA compliance Transactional Service Senior Associate Accenture Philippines 2015 – 2018 Managed installation processes for U.S. business customers Coordinated surveyor scheduling and documentation
Maintained accurate customer records
Additional Experience
Voice & Chat Support – Telus International (2014–2015) Technical Service Representative – Alorica (2014
Private Tutor – Smart Tutee (2012–2014)
Customer Service Associate – Convergys (2011–2014) Sales Associate – Tech Mahindra (2011)
Sales/Customer/Technical Service – Sykes (2007–2011) DYANA ROSE CRISTOBAL Resume
Education
BS Childhood Education, Centro Escolar University (2002–2007) BS Business Administration (Undergrad), PSBA (2001–2002) Reference
Maxsim Moossavinassab
Quality - Technology Delivery & Operations Excellence Manager Accenture Philippines Email: ******.********@*****.***
Gerry Guerra Jr.
Quality - Technology Delivery & Operations Excellence Specialist Accenture Philippines Email: *************@*****.***
Denise Tricia Melgar
Training and Process Capability - Technology Delivery & Operations Excellence Specialist Accenture Philippines
Email: ************@*****.***
Sophia Mae Tamayo
Quality - Technology Delivery & Operations Excellence Analyst Accenture Philippines Email: ****.******@*****.***
Contact this candidate