PACIS BERNADETT VILLAFLORES

Experienced IT support professional with a strong foundation in Level 1 and Level 2 technical support, specializing in end-user computing, virtual collaboration tools, and mobile platforms. Proven ability to deliver high-quality support in fast-paced, dynamic environments through strong communication, stakeholder engagement, and structured problem-solving.

• Delivered first- and second-line technical support across desktop environments (Windows OS, Microsoft 365), mobile platforms (iOS/iPadOS), and virtual/hybrid meeting technologies (MS Teams, WebEx), ensuring timely resolution of incidents and requests within SLA.
• Acted as the first point of contact for IT-related issues, maintaining professionalism and composure in high-pressure scenarios while minimizing user disruption.
• Demonstrated strong investigative skills in ambiguous situations, gathering accurate information to develop risk-sensitive, evidence-based solutions.
• Proactively managed incidents and service requests using ITSM tools, driving improvements in response times and user satisfaction.
• Built and maintained productive relationships with internal teams, vendors, and external service providers to support streamlined IT service delivery and continuous improvement initiatives.
• Supported technology onboarding and training for end-users, promoting self-service adoption and reducing repeat issues.

As a Technical Expert, I specialize in offering hands-on troubleshooting and exceptional customer service to Apple customers. By promptly diagnosing and resolving software and hardware issues, I aim to foster lasting trust and relationships with customers. My approach emphasizes empathy and timely problem-solving, ensuring that each interactions leaves a positive impression, strengthening and keeping the bond between customers and the Apple brand.

• Conduct troubleshootinf, diagnostics, and repairs on a range of iOS devices, including AppleTV, Apple Watch , Beats, Airport along with their associated software
• Document incidents thoroughly, capturing pertinent user information and problem specifics.
• Identify cases that requires escalation and collaborate effectively with other teams and managers to ensure timely resolution.
• Maintain accurate records of all transactions to uphold service standards and facilitate parts tracking.
• Provide mentorship to Technical Specialists and peers, sharing technical expertise and best practices to enhance team performance.
• Contribute and support projects aimed at achieving team objectives, actively participating to drive successful outcomes.

• As a Technical Expert, I specialize in offering hands-on troubleshooting and exceptional customer service to Apple customers. By promptly diagnosing and resolving software and hardware issues, I aim to foster lasting trust and relationships with customers. My approach emphasizes empathy and timely problem-solving, ensuring that each interactions leaves a positive impression, strengthening and keeping the bond between customers and the Apple brand.
• Conduct troubleshooting, diagnostics, and repairs on a range of iOS devices, including AppleTV, Apple Watch , Beats, Airport along with their associated software
• Document incidents thoroughly, capturing pertinent user information and problem specifics.
• Identify cases that requires escalation and collaborate effectively with other teams and managers to ensure timely resolution.
• Maintain accurate records of all transactions to uphold service standards and facilitate parts tracking.
• Provide mentorship to Technical Specialists and peers, sharing technical expertise and best practices to enhance team performance.
• Contribute and support projects aimed at achieving team objectives, actively participating to drive successful outcomes.

As a NOC Application Specialist, I was responsible for delivering end-to-end incident response and technical support within a high-availability banking environment. Ensured uninterrupted performance and security of critical IT systems and applications through proactive monitoring, rapid incident handling, and cross-functional collaboration.

• Provided 24/7 monitoring and incident response for core banking applications and infrastructure, ensuring system uptime, performance, and security compliance.
• Detected, triaged, and resolved incidents in real-time, minimizing operational impact and adhering to strict SLAs.
• Performed daily technical analysis of alerts and logs from various security and network monitoring tools
• Collaborated with field engineers across international branches to troubleshoot and resolve network outages, server hardware failures, and application-level disruptions.
• Utilized network and application monitoring tools to identify potential issues before escalation, initiating preventive measures and escalating to appropriate teams when necessary.
• Documented incident response steps, contributed to post-incident reviews, and supported root cause analysis for long-term service improvements.
• Participated in scheduled maintenance windows and supported critical change activities to ensure minimal service disruption.
• Maintained accurate logs, technical documentation, and knowledge base entries to support consistent NOC operations and onboarding.

Provided technical phone and remote assistance support for service technicians onsite to setup, troubleshooting, rectification, and restoration of broadband network issue and service for SingTel customers.

• Conducted thorough troubleshooting sessions with Singtel Onsite Field technicians (SOF) and other stakeholders.
• Provided fault analysis and statistical insights through system analytics on customers’ network lines, collaborating to reconfigure routers and switches for connectivity issues.
• Identified root cause of fault trends and potential network problems or outage by locations.
• Monitored and ensured timely resolution of all recorded faults in the ticketing system, meeting the Service Level Agreements (SLAs).
• Prepared documented monthly performance indicator reports.
• Tracked provisioning progress and ensured completion of all installation appointments and work orders.
• Supervised the staff and contractors to ensure completion and fulfillment of projects and duties assigned.

• Handled escalated customers’ technical problem from the frontline support, that needs to have a second look and resolved complex issues quickly and efficiently. Worked closely and empathized with TPG customers by providing technical telephone callback, to identify and understand their needs and concerns to move forward and work on resolution.
• Managed intricate escalations relating to TPG Internet product and services via ticketing system. Ensuring thorough follow-up from initiation to resolution and confirming service stability prior to ticket closure.
• Utilized analytical tools and scanners to diagnose and analyze errors, enabling swift and accurate troubleshooting.
• Identified and resolve hardware and software issues, providing remote assistance to customers for reconfiguring consumer routers and switches.
• Collaborated with engineering team to address line faults and coordinated with Sales team to arrange the replacement of faulty device units as part of the repair resolution process.
• Addressed ad responded to client inquiries on various topics, including mobile services and business email setup, ensuring prompt and satisfactory resolution.
• Coordinated network outages and emergency maintenance to TPG clients and stakeholders, diligently monitoring all links until restoration to operational status.

• Provided telephone technical and general customer service support to D-Link users based in Canada and the US such as on their product specifications, order and activation a status.
• Provided troubleshooting assistance to customers experiencing issues with their D-Link devices, identifying root causes and implementing solutions.
• Remotely guided customers through device setup, reset, and reconfiguration processes to restore full functionality and operations.
• Administered firmware updates and upgrades to address hardware and enhance device performance.
• Configured specialized functions of devices, including PPPoE, DHCP, Port Forwarding/Triggering, Mac Filters, wireless network printers and cameras, Remote Desktop Access, and VPN clients for business users.
• Escalated requiring exceptional handling and collaborated with Tier 2 and RTW teams for faulty device resolutions.