Clark J.
Mid-Level IT Support Specialist | Client Operations Specialist | Social Media Content Creator
Open to offersNew to PlatformAbout
Clark J. is a seasoned Technical Support Representative based in Lapu-Lapu City, Cebu, who has demonstrated expertise in IT support and video editing. At Heritage Muebles Mirabile Export, he efficiently managed network systems, ensuring a 98% uptime while supporting hardware and software troubleshooting for office staff. His role extended to conducting diagnostics and managing backups on numerous workstations and servers. Proficient in creating promotional content, Clark produced over 40 videos, driving online engagement by 30%. At Hotelbeds, he served as a Global Client Operations Executive, where he used Salesforce CRM to manage customer interactions and resolve inquiries, maintaining a 95% resolution rate. In his current role at Datamatics - PSI, he provides comprehensive assessment and testing services while handling customer inquiries via JIRA and Zendesk. Clark's academic background in computer technology underpins his commitment to enhancing operational efficiency through technical acumen.
Experience
Global Client Operations Executive
Hotelbeds · 2024 — 2025Handled customer interactions through Salesforce CRM, managing 15-20 support tickets daily which included inquiries and service issues. Established strong client relationships to enhance satisfaction and encourage repeat engagement. Oversaw invoicing and billing for multiple client accounts while maintaining accuracy and timely delivery. Resolved escalated customer issues with a 95% resolution rate within 24-48 hours. Conducted system mapping and issue tracking to minimize discrepancies between client and internal platforms. Worked collaboratively with international cross-functional teams including IT, finance, and customer service to tackle technical and operational challenges while ensuring compliance with Service Level Agreements (SLA).Technical Support Representative
Datamatics - PSI Licensure Assessment Center · 2025 — PresentAdministered assessment and testing services for clients, ensuring accuracy and efficiency in testing processes. Managed customer interactions using JIRA and Zendesk ticketing systems, providing chat and voice support to assist customers with inquiries. Performed remote desktop troubleshooting for network, hardware, and software issues on customer devices while maintaining target Average Handle Time (AHT) and Quality Assurance standards. Ensured secure data privacy and confidentiality throughout all customer interactions.IT Support & Video Editor
Heritage Muebles Mirabile Export · 2022 — 2023Monitored network systems and maintained operational support for 30 staff members, achieving 98% uptime. Provided troubleshooting support for hardware and software to office personnel. Conducted diagnostics and security updates on 20 office workstations and 3 servers. Managed server backups and basic recovery tasks to ensure data integrity during audits. Addressed technical needs across departments to facilitate smooth operations. Produced over 40 promotional and internal videos and edited 5-7 projects monthly using Adobe Products, CapCut, and Canva. Collaborated with marketing to design visuals and motion graphics for 10 product launches and developed social media graphics and sales materials for brand recognition.
Skills & Expertise
Education
- Bachelor of Science in Information Technology Major in Computer TechnologyLapu-Lapu City College · 2018 — 2023
- High School Diploma Major in Computer System ServicingBankal Senior High School · 2016 — 2018