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Richard H. — Mid-Level IT Help Desk Specialist from Philippines

Richard H.

Mid-Level IT Help Desk Specialist

Philippines 6+ years
Open to offersNew to Platform
Languages
English
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About

Richa H. is a dedicated IT Help Desk Specialist with extensive experience in technical support, specializing in the Jira ticketing system, POS System Support, and digital menu management. At San Churro Chocolateria in Melbourne, Australia, she addressed store-level IT issues, supporting seamless operations through comprehensive troubleshooting of hardware, connectivity, and store applications, including maintaining digital menus via Redcat and Polygon Central. She has adeptly administered Google Workspace, managing user accounts and permissions. Her tenure at Concentrix in Quezon City honed her problem-solving skills as a Technical Support Representative, providing critical support for retail operations. Her expertise extends back to her role at VXI Global Solutions, where she resolved connectivity issues for internet and phone services. Certified in Computer Hardware Servicing by TESDA, Richa blends her technical skills with a commitment to delivering excellent customer service.

Experience

  • IT Help Desk Specialist

    San Churro Chocolateria · 2022 — 2026
    Utilized the Jira ticketing system to address and resolve IT and system issues at the store level. Provided technical support for POS systems, hardware, internet connectivity, and store applications to ensure smooth operations. Managed user accounts and access permissions within Google Workspace, along with handling email support and administrative tasks. Maintained and updated digital menus through the Redcat back-end menu management system and Polygon Central, coordinating with teams to ensure accurate menu deployment across delivery platforms like Uber Eats and DoorDash.

  • Technical Support Representative Level 1

    Concentrix · 2019 — 2022
    Assisted retail store managers and staff by responding to inbound calls. Isolated and diagnosed issues related to POS systems, internet connections, and store phone lines. Provided troubleshooting support and escalated unresolved issues as necessary while following up on resolutions.

  • Technical Support Representative

    VXI Global Solutions · 2018 — 2019
    Handled inbound technical support calls regarding internet, phone, and television services. Promptly diagnosed and resolved connectivity and service issues, while reviewing customer accounts to suggest additional services when applicable.

  • Customer Service Representative

    Sitel · 2017 — 2018
    Responded professionally to customer inquiries via email, assisting with order placement, billing concerns, and payment processing. Performed basic troubleshooting for service-related issues with clarity.

  • CSR / Escalation Help Desk / Subject Matter Expert

    Omniglobe International Inc. · 2015 — 2017
    Verified customer location criteria for service availability and processed customer orders while providing troubleshooting support. Managed supervisor calls and escalated complex issues to AT&T technical teams as needed.

  • Customer Service Representative

    Convergys · 2014 — 2015
    Handled inbound calls, accurately verifying customer information and assisting with both online and phone orders. Identified customer needs and offered suitable solutions efficiently.

Skills & Expertise

HelpdeskTech SupportAzure Databricks

Education

  • Computer Hardware Servicing NC II
    TESDA – LMMSAT (Luciano Millan Memorial School of Arts and Trades) · 2010 — 2010