Karen A.
Junior IT Helpdesk Analyst
Open to offersNew to PlatformAbout
Karen Anne B. M. is a seasoned IT Helpdesk Analyst who has contributed her expertise to several firms, excelling in problem resolution and customer satisfaction. Her career began at Telus International, where she enhanced customer service efficiency. Progressing to roles at Concentrix and Cognizant Technology Solutions, she honed her ability to diagnose and troubleshoot hardware, software, and network issues, while addressing complex technical cases. At Visa Philippines Business Processing Center, she demonstrated ticket management proficiency, ensuring prompt issue resolution and adherence to service level agreements. Her role at Probegroup reinforced her customer engagement skills, while experience with companies like Convergys and Alorica enriched her sales and order processing capabilities. A skilled communicator, she is well-versed in using service tools and managing escalations. Karen holds a Bachelor of Science degree in Mass Communications from Trinity University of Asia and has achieved notable performance in product training and customer satisfaction metrics.
Experience
Associate Helpdesk Analyst
Visa Philippines Business Processing Center, Corp. · 2022 — 2025Manage ticket processes by receiving, logging, prioritizing, and tracking support requests using IT service tools. Troubleshoot and resolve basic software, hardware, and network issues while proactively updating users on ticket statuses and ensuring satisfaction prior to closure.Customer Experience Executive/Level 1: Helpdesk Agent
Probegroup PH · 2020 — 2022Deliver first-contact resolution by addressing inbound communications via phone, email, live chat, or portal. Diagnose and resolve basic tier-1 technical inquiries, manage ticketing processes, and provide timely updates to users about their requests.Technical Support Representative
Concentrix · 2019 — 2019Provide technical assistance and respond to user inquiries promptly. Troubleshoot hardware and software issues, identify solutions, resolve network problems, and conduct safety checks on equipment.Gift Expert
Alorica by the Bay · 2019 — 2019Assist customers in selecting flowers and gift baskets for various occasions, processing inbound orders through phone, chat, or email with accuracy. Coordinate with local florists for order fulfillment and manage delivery updates or modifications.Programmer IT Helpdesk
Cognizant Technology Solutions · 2017 — 2019Diagnose and troubleshoot hardware, software, and network issues for local and remote employees. Manage service requests through enterprise ticketing systems, maintain system images, and engage in scripting to automate troubleshooting processes.Technical Support Associate
Convergys · 2016 — 2017Assist customers with issues related to payment processing and QuickBooks Payments. Document and escalate complex software bugs and technical cases to the appropriate internal teams.Technical Support Associate and Account Expert (Retention)
Concentrix · 2015 — 2016Help troubleshoot and resolve customer issues with satellite TV services, utilizing knowledge of product systems to provide technical guidance over the phone.Customer Service Associate
Telus International Phils. · 2008 — 2010Address customer inquiries regarding products and services, providing answers and processing orders, billing, or payments as needed.Customer Service Representative
TelusDA · 2010 — 2010Offer customer service support over the phone, assisting callers with inquiries about collect calls, providing phone numbers, and locating businesses.
Skills & Expertise
Education
- Bachelor of Science in Mass CommunicationsTrinity University of Asia · 2002 — 2005
- Bachelor of Science in Hotel and Restaurant ManagementUniversity of Santo Tomas · 2001 — 2002
- High SchoolLight of Life Christian School · 1997 — 2001
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