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Shernalyn G. — Junior IT Helpdesk Analyst from Philippines

Shernalyn G.

Junior IT Helpdesk Analyst

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

Shernalyn U. is a proficient IT support specialist with a comprehensive background in technical assistance and customer support across diverse industries, including healthcare, wellness, and telecommunications. At Insight Hospital and Medical Center, she worked as an IT Helpdesk technician, providing crucial remote technical assistance to end users by troubleshooting hardware, software, and network-related issues. Her expertise includes managing and resolving technical complications with Windows/macOS systems, Microsoft Office, Citrix, VPNs, and network connectivity, using tools like Active Directory, ServiceNow, and Jira. Previously, at Support Ninja Inc., she efficiently handled customer support through chat and email using Zendesk, managing concerns related to fitness and wellness reservations. This role refined her ability to manage high-volume support environments. At TTEC at Home, she delivered customer support for Peloton, demonstrating her skill in managing hardware and software-related customer inquiries. Shernalyn also showcases skills in social media marketing, leveraging platforms to promote various products and brands. With strong analytical skills and experience in technical writing and basic graphic design, her diverse skill set makes her an asset to any team.

Experience

  • IT- Helpdesk

    Insight Hospital and Medical Center · 2024 — 2026
    Offered remote technical support to end users by diagnosing and troubleshooting hardware, software, and network issues to facilitate business operations. Addressed technical problems pertinent to Windows/macOS systems, Microsoft Office, Citrix, VPNs, network connectivity, printers, and account access, including password resets via Active Directory. Assisted users through systematic troubleshooting steps delivered through phone, email, and ticketing systems. Escalated unresolved or complex matters to higher-level support or on-site technicians as appropriate. Accurately documented user issues, troubleshooting actions, and resolutions within ticketing platforms like ServiceNow and Jira. Conducted routine remote system maintenance and support tasks to uphold operational efficiency.

  • ClassPass CX

    Support Ninja Inc. · 2023 — 2024
    Delivered customer support to members through chat and email via Zendesk, ensuring prompt and accurate handling of inquiries. Managed a high volume of support requests by addressing up to 10 email cases per hour alongside up to 3 concurrent chat conversations. Assisted members with fitness, beauty, and wellness reservation concerns, enhancing the customer experience. Addressed customer issues related to membership, billing inquiries, and account matters.

  • Social Media Marketing Affiliate

    null · 2024 — Present
    Promoted various products from multiple brands across social media platforms. Created and published videos to showcase products, involving scripting, filming, and editing content that highlights the features and benefits of different offerings.

  • Peloton Technical Support (Hardware and Software)

    TTEC at Home · 2022 — 2023
    Provided customer support utilizing phone, chat, and email channels through Zendesk, ensuring an efficient customer service experience. Offered technical assistance for hardware and software issues concerning fitness equipment and accessories by troubleshooting problems and guiding customers toward solutions. Supported customers with order management and inquiries related to membership using Grand Central.

  • Sr Agent Customer Support (Sprint and Metro by T-Mobile)

    RMS Collect Phils. Inc. An iQor Company · 2016 — 2021
    Addressed customer concerns associated with charges, payments, account balances, and billing discrepancies, which included processing refunds and correcting billing errors. Handled inquiries about service plans, including service interruptions, plan modifications, and resolving service quality issues. Diagnosed and addressed technical problems related to connectivity, software, hardware, and system errors while providing customers with step-by-step solutions or escalating cases when necessary. Offered information about ongoing promotions, discounts, and special offers, contributing to customer retention for accounts at risk of cancellation.

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