Erina S.
Mid-Level Japanese Bilingual IT Service Desk Analyst
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Erina S. is a highly skilled Japanese Bilingual Service Desk Analyst with over five years of experience in IT Service Desk, Technical Support, and Quality Assurance. Her proficiency in IT Service Desk (L1–L2) operations enables her to provide effective technical support for hardware, software, and network issues. She is certified at the JLPT N1 level, allowing her to communicate complex technical issues in both Japanese and English within high-pressure environments. At Accenture Inc., she played a critical role in managing incidents and service requests, ensuring SLA compliance, and improving service delivery. Her expertise in Quality Assurance extends to reviewing Japanese support interactions, optimizing service standards through consistent evaluations. Her adeptness in AI Model Language Evaluation and Annotation further illustrates her diversity in language proficiency and technical know-how. These skills are supported by her academic achievement as a Magna Cum Laude in Business Administration from the University of San Jose Recoletos.
Experience
Japanese Bilingual Service Desk Analyst & QA Specialist
Accenture Inc. · 2021 — 2025Delivered bilingual (Japanese–English) technical support to enterprise customers, addressing high-priority incidents to reduce business downtime. Oversaw the management and prioritization of service requests in a Service Desk environment while ensuring adherence to SLA. Conducted QA reviews focused on Japanese support interactions to enhance compliance and service quality. Evaluated communication effectiveness and language proficiency for Japanese support services. Worked alongside cross-functional teams to elevate service delivery and customer satisfaction.Bilingual CS and Japanese Language Expert - Remote Freelance
EOS IT Solutions Inc. · 2025 — 2025Reviewed and assessed the accuracy, clarity, tone, and cultural relevance of Japanese language content. Evaluated AI-generated Japanese responses and translations to guarantee high linguistic quality and contextual integrity.Japanese-English Bilingual Service Desk Analyst
null · 2025 — 2025Offered Level 1–2 technical support addressing hardware, software, and network challenges. Diagnosed and rectified application, system, and connectivity issues experienced by end users. Documented technical problems and solutions for team knowledge sharing. Served as an escalation point for complex incidents in coordination with Level 3 teams.Japanese Language Teacher and Translator
Unoth Corporation · 2017 — 2021Instructed Filipino students in basic Japanese language principles. Provided live interpretation services during interviews between Filipino applicants and Japanese employers. Developed lesson plans and monitored student progress.
Education
- Bachelor in Business Administration Major in Operations ManagementUniversity of San Jose Recoletos · 2017 — 2023