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Michelle M. — Mid-Level IT Helpdesk Technician from Philippines

Michelle M.

Mid-Level IT Helpdesk Technician

Philippines 3-6 years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Michelle M. is a results-driven IT and customer service professional with over 10 years of experience in technical support, helpdesk management, data annotation, and business process outsourcing (BPO) operations. Skilled in diagnosing complex technical issues, she effectively delivers exceptional client experiences by leveraging a broad technology stack, including ConnectWise, ITGlue, and Microsoft 365. Michelle's recent roles have seen her excel as an IT Helpdesk Technician for PCS, where she remotely managed IT infrastructure and resolved diverse technical problems, and as a Data Annotation Specialist, utilizing CVAT.ai to build AI/ML training datasets. Her earlier experience includes email support at Transparent BPO and a long tenure in technical support at Concentrix, focused on guided troubleshooting and client satisfaction. Michelle holds a BS in Business Information Management from the Asian Institute of Computer Studies, combining her IT expertise with business acumen to improve organizational decision-making.

Experience

  • Data Annotation Specialist (Contract)

    Independent / Project-Based · 2026 — 2026
    Annotated and labeled various data types using CVAT.ai to create training datasets for AI/ML. Executed technical pre-processing tasks including image scaling, text normalization, and data formatting. Ensured data organization and quality assurance through structured documentation.

  • IT Helpdesk Technician

    PCS – Managed IT Services · 2023 — 2025
    Remotely managed IT infrastructure along with end-user systems for several client accounts. Diagnosed and addressed hardware, software, and network issues in a high-velocity MSP setting. Aligned technology solutions proactively with client business goals to minimize ticket resolution time, utilizing tools such as ConnectWise, ITGlue, GoTo, Active Directory, Jira, and Microsoft 365.

  • Email Support / Customer Service Representative

    Transparent BPO · 2022 — 2023
    Provided high-quality email support to parents regarding online tuition account and billing inquiries. Acted as a Healthcare Qualifier on a secondary Line of Business (LOB), helping leads with medication and medical needs.

  • Technical Support Professional

    Concentrix · 2018 — 2022
    Delivered in-depth technical support through guided troubleshooting and solutions driven by technology. Integrated simple troubleshooting with more complex problem-solving techniques to secure consistent client success while maintaining high CSAT scores through empathetic interactions.

  • Measuring Technician

    Microsourcing · 2011 — 2018
    Employed specialized spatial software to capture and analyze complex structural measurements. Handled property data and digital imagery to accurately draft structural outlines and assign slopes. Systematically organized structural measurement data for client reporting and archival purposes.

Skills & Expertise

Call HandlingSAP MM (Materials Management)YouTube SpecialistHelpdeskWixCustomer Service Representative

Education

  • BS in Business Information Management
    Asian Institute of Computer Studies