As the Support Tech Lead since January 1, 2024, I have spearheaded technical support initiatives across various departments, focusing on efficient incident resolution and optimal system performance. My role involves driving process automation leveraging tools like Microsoft Power Automate, Power BI, and Power Apps, enhancing operational workflows and data analysis capabilities. I also coordinate cross-functional projects, prioritizing data integrity and striving for excellence in IT operations, ensuring alignment with organizational goals and continuous improvement in service delivery.

As an IT Support Specialist from July 2023 to January 2024, I delivered tier II IT support, enhanced service functionalities, and refined data reporting utilizing Power BI. My role also involved managing SharePoint environments and streamlining processes through Microsoft Power Automate, contributing significantly to automation workflows and system efficiency.

I served as a Management Information System Executive from June 2022 to July 2023. In this role, I focused on developing and managing information systems crucial for the effective operational oversight of the organization. My responsibilities included analyzing system requirements, overseeing project implementations, and ensuring the alignment of IT services with strategic business goals. I also played a key role in data management and IT resource planning, significantly enhancing decision-making processes and operational efficiency.

As a Training Coordinator from January 2021 to June 2022, I coordinated training programs and developed instructional materials tailored for both technical and soft skills enhancement. I played a key role in supporting new hire onboarding processes and implementing performance improvement plans to optimize workforce capabilities and productivity.

From March 2019 to January 2021, I worked as a Trainer where I was responsible for delivering robust training programs to customer support agents. My role involved evaluating performance and retention metrics to ensure effective learning outcomes. Additionally, I crafted detailed reports for stakeholder presentations and assisted in strategic workforce planning, enhancing the overall productivity and efficiency of the training sessions.

As a Customer Service Support Manager from October 2018 to March 2019, I led a dedicated team of customer service agents and implemented targeted quality control and coaching initiatives. These efforts significantly enhanced customer satisfaction (CSAT) scores by focusing on performance improvement and effective communication strategies.

From August 2017 to October 2018, I worked as a Customer Service Representative, where I provided frontline customer support. I specialized in resolving inquiries with both empathy and accuracy, ensuring that each customer received top-notch service and left our interactions with positive resolutions. My role required a deep understanding of customer needs and the ability to address them effectively, enhancing overall customer satisfaction.