About Jovi Mae Mallari
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Viewed 8
About me
I am working for more than 8 years with an experience in Customer Support, Technical/Helpdesk Support. Also being an IT NOC Coordinator helps me to be more keen and efficient on every tasks and responsibilities. As concerns/problems that are being raised to us are very crucial in the company and to every customers.
Experience
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2021 - Present
Orchid Cybertech Services Inc – Ortigas Center, Pasig City
IT NOC Operator – TPG Telecom
– TPG group national IT Network monitoring.
– Creating incident tickets in response to monitoring alarms and reports from internal/external customers.
– Work with internal and external support to resolve outages.
– Hands-on coordination and escalation of network and escalated customer incidents.
– Work on 24/7/365 shifting schedule -
2016 - 2021
Orchid Cybertech Services Inc – Ortigas Center, Pasig City
Email Support Representative – TPG Telecom
– Frontline Technical Support, communicate with the customer and give information about products and services via emails, chat and phone calls
– Conducting assessments and troubleshooting customer’s internet and home phone concerns.
– Modem and router configuration for ADSL and Fiber services.
– Point of Contact in one segment on Technical Support Team – Outage Monitoring Team.
– Exposure to email set up on different email client.
– Creating daily, weekly, and monthly reports.
– Exposure to helpdesk ticketing software and processes (JIRA) -
2015 - 2016
Convergys Philippines – Libis, Quezon City
Technical Support Representative – Microsoft Account
– Support customers in North America
– Troubleshoot and fix the problem of the customer on their Microsoft Office applications.
– Create proper documentation on every change that has been made to the customer’s computer.
– Process sales once the customer needs to purchase a new product or service.