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Gilyn Tiglao

Customer Support and Technical Support Analyst

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Intro
Tanza, Philippines
Technical Support Analyst at Optum Global Solutions
Studied Computer Engineering at Cavite State University - Main Campus
Joined April 2, 2025

Skills

Languages

English
-
Fluent
About
I am someone who thrives in dynamic environments and takes pride in delivering solutions that make a difference. With my strong communication skills, attention to detail, and ability to handle challenges with a positive attitude, I am confident that giving me the opportunity to join your team will not only ensure efficient and high-quality work but also foster better customer relationships and enhance overall team productivity. I’m eager to contribute my skills, learn from the best, and be a part of your company’s continued growth and success.
Experience
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Optum Global Solutions
Aug 2024 – Present
Quezon City, Philippines
Technical Support Analyst
Used ticketing systems to manage and process support actions and requests. Diagnosed and troubleshot hardware, software and network issues. Installed and configured operating systems and applications. Installed, configured and maintained computer systems and network connections. Resolved complex technical issues for clients, enhancing overall system performance
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Atos
Mar 2021 – Aug 2024
Pasay City, Philippines
Technical Service Desk Analyst Level 2
Skilled in Windows Active Directory, including network drive access, admin rights and password management. Experienced in M365 troubleshooting, with expertise in user management, permissions, shared mailbox, OST file renaming, and outlook options and functionality. Proficient in computer hardware and network troubleshooting, including ipconfig and DNS checking. Knowledgeable in remote desktop software, such as VDI. Responsible in Software installations and computer maintenance. Skilled in ticketing tools including Service Now. Works with network printer troubleshooting, including remapping, queue deletion, driver installation and spooling. Provides 2nd line of support for our level 1 technicians
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VXI Global Holdings
Feb 2019 – Dec 2020
Pasay City, Philippines
Account Associate
Conducted competitive analysis research to stay informed about competitor offerings and strategized accordingly. Conducted regular account reviews, identifying opportunities for improvement and implementing necessary changes. Implemented innovative account strategies, leading to increased revenue for both the company and clients. Streamlined account management processes for improved efficiency and accuracy.
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Alorica/ West Company
Jun 2017 – Jan 2019
Pasay City, Philippines
Technical Support Representative
Assisted customers in identifying issues and explained solutions to restore service and functionality. Provided remote assistance to customers experiencing technical difficulties, guiding them through step by-step resolutions with patience and professionalism. Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues. Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience
Education
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Cavite State University - Main Campus
Jun 2012 – Jan 2019
Bachelor of Science, Computer Engineering