Kathrina Leen Villar
Mount Gravatt,QLD
Summary
Proven IT Service Desk Analyst with a track record of enhancing productivity and customer satisfaction at Wipro through expert remote support and effective problem-solving skills. Specializes in network troubleshooting and maintaining high service standards, achieving a significant improvement in ticket resolution efficiency. Demonstrates exceptional technical support and customer service expertise, ensuring seamless technology integration and communication. Experienced with providing comprehensive IT support to end-users. Utilizes adept troubleshooting skills to resolve technical issues promptly and efficiently. Strong understanding of customer service and effective communication, ensuring user satisfaction and operational continuity. Professional IT service professional with in-depth experience in troubleshooting, technical support, and customer service. Strong focus on team collaboration and achieving results, ensuring reliability and adaptability to changing needs. Skilled in managing IT incidents, providing technical solutions, and maintaining system performance with high standard of quality. Known for clear communication, problem-solving abilities, and commitment to excellence in every task. Successfully handled diverse technical issues, ensuring seamless IT operations. Demonstrated ability in troubleshooting and effective resolution of user concerns, along with excellent communication and problem-solving skills.
Overview
7
7
years of professional experience
Work History
IT Service Desk Analyst
Wipro
06.2022 - Current
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.
- Delivered comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to end users.
- Assisted in the development of IT service desk policies, ensuring compliance with industry standards and regulations while maintaining a focus on providing excellent customer service.
- Developed knowledge base materials to facilitate self-service options, reducing overall ticket volume and allowing the team to focus on critical issues.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
Technical Support Representative
Inspiro Relia
12.2018 - 03.2021
- 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 user experience.
- Maintained high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve needs of clients.
- Increased first-call resolution rates by developing comprehensive knowledge base accessible to all team members.
- Achieved recognition for outstanding problem-solving skills in complex technical environments.
- Maintained high levels of customer satisfaction, consistently exceeding departmental goals.
- Enhanced support experience for international customers by implementing multilingual support resources.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Used ticketing systems to manage and process support actions and requests.
Customer Service Representative
Sutherland Global Service
09.2017 - 02.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Bachelor of Science - Aircraft Maintenance Technology
Aeronautical Academy of The Philippines
Canaman, Camarines Sur10-2019
Skills
- Data Backup and Recovery
- System monitoring
- Network Troubleshooting
- Ticketing system proficiency
- Remote Support
- Service Desk Experience
- Microsoft Outlook
- Product Troubleshooting
- Technical issues analysis
- Service support
- Issue Troubleshooting
- Technical Troubleshooting
- Ticket support system management
- Technical Support
- Access issue resolution
- Help Desk Support
Timeline
IT Service Desk Analyst
Wipro
06.2022 - Current
Technical Support Representative
Inspiro Relia
12.2018 - 03.2021
Customer Service Representative
Sutherland Global Service
09.2017 - 02.2018
Bachelor of Science - Aircraft Maintenance Technology
Aeronautical Academy of The Philippines
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