Mary R.
Mid-Level IT Service Desk Analyst
Open to offersNew to PlatformAbout
Mary Rose B. is an experienced IT Service Desk Analyst with extensive expertise in troubleshooting hardware, software, and network issues. She excels at providing remote support and resolving incidents efficiently, demonstrated through her tenure at HCL Technologies Philippines, Inc, where she delivered first-line support and created technical documentation to enhance team efficiency. Her role encompassed processing healthcare data while ensuring confidentiality and compliance. Additionally, Mary Rose has experience as a Technical Support representative at Net Pacific, Inc., handling hardware and software installation, device configuration, and providing technical support for security systems. Her educational background in Information Technology from La Consolacion University and certifications in Java Programming contribute to her robust technical acumen. Fluent in English, Tagalog, and with proficiency in German at a B1 level, she brings strong multilingual communication skills to her professional toolkit.
Experience
IT Service Desk
HCLTechnologies Philippines, Inc · 2024 — 2025Provided first-line support by diagnosing and resolving hardware, software, and network issues through telephone and remote access. Routed incidents and service requests to the appropriate teams, ensuring accurate documentation and timely resolutions. Developed and maintained technical guides and troubleshooting documentation to enhance knowledge sharing and support efficiency. Processed healthcare data including claims, billing, member eligibility, and provider details while upholding accuracy and compliance with operational standards. Addressed client queries, resolving issues and identifying opportunities for process improvement to elevate service quality. Managed customer accounts, handled utility billing adjustments, and addressed service requests and product inquiries with professionalism and accuracy.Customer Service Representative / Health Operations New Associate
Accenture, Inc · 2020 — 2024Engaged with clients in health operations to address inquiries and resolve issues through effective communication. Provided support for healthcare-related processes while ensuring compliance with industry standards.Administrative Assistant
Domino’s Pizza Philippines Express Inc. · 2019 — 2020Supported engineering staff with administrative tasks such as scheduling meetings, preparing documentation, and maintaining databases. Managed various office responsibilities, including data entry, filing, inventory coordination, and vendor communication to ensure operational efficiency. Handled calls, emails, and correspondence with professionalism while assisting management with reports and operational documentation.Technical Support
Net Pacific, Inc. · 2017 — 2018Troubleshot computer hardware and software issues, responding to inquiries from engineers and diagnosing problems during client meetings. Installed and configured devices and applications for building management systems, ensuring optimal functionality. Configured and tested CCTV devices, providing necessary technical support for security systems.
Skills & Expertise
Education
- Bachelor of Science in Information TechnologyLA CONSOLACION UNIVERSITY PHILLIPINES · 2013 — 2017
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