When I was still in college, my first job was a service crew in McDonald's from June to December 2018, which introduced me to Customer service. After that, as part of my Internship requirement in school, I was able to join Alorica as an Intern end-user support Engineer, I was exposed to Assent inventory, basic troubleshooting, and machine deployments. Which became my stepping stone to pursue the IT Industry.
After graduating I joined Teleperformance Philippines as a Fraud Analyst from September-December 2020, I was tasked to review order for multiple client merchants and client, in those short span of time I became more exposed to customer services and developed my soft skills which I have applied to my career.
Luckily, I was hired by Sutherland Global Services in April 2022 as a Desktop support engineer. My tasks are to read and respond to emails, ticket scrubbing, provide support for both WAH and Onsite users, Remote WAH users, Handle program outages and communicate with client IT team to quickly resolved the issue, asset inventory and tracker, and prepare equipment for deployment. Also, I attend compliance meetings to make sure that we are always in line with the client's and company's policies. After 3 months, I was promoted to be a Team Lead for Desktop Support, which enables me to train and develop new hires and interns. Aside from the skills I mentioned above, my role is to plot and adjust the schedules under my supervision, prepare the end-of-day report, and make sure that all the necessary things are in place to avoid any delays.
