Gilyn Tiglao, Customer Support and Technical Support Analyst

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

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

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

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.

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

Cavite State University - Main Campus

Jun 2012 – Jan 2019

Bachelor of Science, Computer Engineering

Gilyn Tiglao

Customer Support and Technical Support Analyst

Skills

Languages