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Shernalyn U. — Mid-Level IT Helpdesk Specialist from Philippines

Shernalyn U.

Mid-Level IT Helpdesk Specialist

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

Shernalyn U. has a solid background in technical support and customer service, with extensive experience in various roles across healthcare, fitness, telecommunication, and customer service industries. At Insight Hospital and Medical Center, she served as an IT Helpdesk professional from August 2024 to April 2026, where she remotely assisted end-users, resolving issues through troubleshooting hardware and software problems related to operating systems, network connectivity, and Active Directory among others. Previously, as a ClassPass CX/Data Analyst at Support Ninja from August 2023 to July 2024, Shernalyn was proficient in managing customer interactions via Zendesk, providing solutions related to fitness and wellness reservations, and billing inquiries. Her role at RMS Collect Phils. Inc. featured customer support focusing on telecommunication services, actively addressing concerns about billing and service plans. Currently, as a Social Media Marketing Affiliate, she leverages her creative skills by promoting products through engaging online content.

Experience

  • IT- Helpdesk

    Insight Hospital and Medical Center · 2024 — 2026
    Provided remote technical support to end users by addressing hardware, software, and network-related problems to facilitate smooth business operations. Diagnosed technical difficulties with Windows/macOS systems, Microsoft Office, Citrix, VPNs, network connectivity, printers, and account access, including password resets through Active Directory. Guided users in troubleshooting via phone, email, and ticketing systems. Escalated unresolved issues to higher-level support teams when necessary. Accurately documented user issues, troubleshooting steps, and solutions in systems such as ServiceNow and Jira. Executed routine remote maintenance and support tasks to uphold operational efficiency.

  • ClassPass CX/Data Analyst

    Support Ninja · 2023 — 2024
    Delivered customer support to members via chat and email using Zendesk, ensuring timely and accurate resolution of inquiries. Managed high-volume support by resolving multiple email cases and handling concurrent chat conversations. Addressed member concerns related to fitness, beauty, and wellness reservations, fostering a positive customer experience. Resolved issues involving memberships, billing inquiries, and account-related problems. Provided partner support using email, chat, and ticketing systems with Salesforce, ensuring prompt issue resolution. Troubleshot technical challenges related to partner accounts, including pricing dashboards and class scheduling systems. Assisted partners with account access matters, including password resets and login issues.

  • Social Media Marketing Affiliate

    Company not specified · 2024 — Present
    Promotes various products from different brands through social media platforms. Creates and publishes videos that involve scripting, filming, and editing content to showcase the features and benefits of the products.

  • Peloton Technical Support (Hardware and Software)

    TTEC at Home · 2022 — 2023
    Provided customer support through phone, chat, and email using Zendesk, ensuring an effective customer service experience. Offered technical assistance for hardware and software issues with fitness equipment, helping customers resolve their problems. Assisted with order management and inquiries related to memberships using Grand Central.

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

    RMS Collect Phils. Inc. An iQor Company · 2016 — 2021
    Addressed customer issues regarding charges, payments, account balances, and billing discrepancies, including processing refunds and correcting billing errors. Handled inquiries about service plans, service interruptions, and adjustments to plans. Diagnosed and resolved connectivity problems, software malfunctions, and hardware defects while guiding customers with solutions or escalating issues when appropriate. Provided details on current promotions and discounts while assisting with customer retention for accounts potentially at risk of cancellation.

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