Charmis Alinsug

CHARMIS ALINSUG ABOUT ME I’m a versatile and results-driven IT professional with a strong background in IT Helpdesk, technical support, and customer service across BPO, Tech, Software as a Service(SaaS) and Healthcare industries. CONTACT-Cebu, Philippines EDUCATION Bachelor of Science in Information Technology I excel at streamlining workflows and boosting customer engagement by leveraging my expertise in CRM management, process automation, technology integration and growing proficiency in digital marketing. With a strong background in troubleshooting, I efficiently resolve technical issues and deliver measurable results by collaborating with cross-functional teams—including engineering—to enhance product stability, user experience and deliver customer-centric solutions. WORK EXPERIENCE Customer Support & SEO Specialist January 2023 - March 2025 Freelance | SaaS Company Job Description: TECHNCAL SKILLS & TOOLS Computer and Network Troubleshooting Microsoft Windows 10 OS Microsoft Office 365 Google Workspace (G-Suite) Google Console, Google Analytics VPN, Citrix (XenApp), RSA SecureID, Virtual Desktop ITSM Ticketing ServiceNow, Freshdesk, Zendesk, Grafana HubSpot CRM Salesforce, HelpScout Jira Service Management LogRocket AI tools: ChatGPT, Copilot, Perplexity AI, Gemini Apollo.io, Seamless.ai Semrush, Ahrefs, Screamingfrog, Moz CANVA, Adobe Photoshop, SnapSeed Loom, Vimeo, CapCut Modem/router scripting & configuration CISCO VOIP phone troubleshooting Basics of MAC computer & HP Printers MS Domains Basic knowledge in Sales Funnel, Go High Level, Kajabi Hubstaff, Voxer, Slack, Intercom Monday.com, Calendly LANGUAGE SKILLS English - Very Fluent Filipino - Native language Provided support for a California-based tech startup, helping develop and improve customer service processes. Assisted in refining training guides and FAQ resources to enhance customer support operations Customer Support: Managed inbound live chat and email support HubSpot Super Admin: Optimized CRM systems by maintaining records, conducting audits, and generating actionable reports. CRM Workflow & Pipeline Management: Designed automated marketing workflows and email sequences to boost lead engagement. Search Engine Optimization (SEO): Conducted website audits to identify optimization opportunities and improve site performance. Implemented on-page and technical SEO strategies to enhance search engine visibility and drive organic traffic growth. Audited and built backlinks as well. IT Helpdesk/Technical Support Analyst February 2018 - February 2023 Optum Global Solutions(UnitedHealthGroup) Job Description: Provided technical support for a 100,000+ employee workforce across multiple locations, specializing in Windows & macOS troubleshooting and hardware/software break-fix solutions. Optimized ITSM ticketing with ServiceNow, leading to a 30% reduction in average ticket resolution time and improved overall helpdesk efficiency. Work with on/offshore production support team handling incident and problem tickets; Ticket routing and escalation to Level 3 support. Delivered remote support for enterprise applications, including Citrix XenApp, VMware Horizon, RSA SecureID, Workspace One, Intune, and Cisco AnyConnect VPN for seamless connectivity and productivity. User support on Microsoft Office 365 and Windows Hello for Business, reducing repeat support tickets by 25% through proactive education and documentation. Supported Microsoft Office 2010, 2016 and Office 365, OneDrive, OneNote, SharePoint Diagnosed and resolved corporate web-based & desktop application issues, including MS Domain password resets and cloud-based services. Support basic Cloud support (Azure) Applied knowledge in networking, TCP/IP and LAN/WAN support to maintain system reliability and reduce downtime. WORK EXPERIENCE Technical Support Analyst L2 November 2012 to July 2017 Convergys Philippines Inc. Account name: Time Warner Cable/Spectrum Business Class Supported Products: Internet, Cable & Phone Services Job Description: Provided network & broadband troubleshooting for SMB and residential clients, achieving an 85% first-call resolution rate. Diagnosed and resolved DNS, DHCP, static IP and WiFi configuration issues, reducing escalations Assisted in modem-router static IP modem scripting Provided email client support and password resets for enterprise clients. Billing Representative(Account name: ANTHEM Health Care Insurance) July 2017 to December 2017 Convergys Philippines Inc. Job Description: Answer billing inquiries and process member's premium payments over the phone. Provide customer service to Anthem members. SALES Representative(EXPEDIA TeleSales) April 2012 to September 2012 Aegis PeopleSupport Philippines Inc. Job Description: Handled travel booking & upselling, increasing customer retention. Processed flight, hotel, and vacation package reservations for global travelers. Delivered exceptional customer care, ensuring a positive experience and efficiently addressing inquiries. Maintained a 95% quality assurance score through excellent customer interaction. Consistently met or exceeded performance standards for productivity and schedule adherence. Virtual Assistant | Marketing and Recruiting Research (freelance) December 2011 to March 2012 Insert Skills Job Description: Provided administrative support by preparing reports, presentations and business documents. Conducted market research & data entry to support business decisions. Organized and maintained digital files, ensuring efficient access and policy compliance. Leveraged CRM & recruiting tools to streamline workflows. Managed multiple tasks independently, showcasing strong problem-solving and time-management skills. LEAD IT Recruiter(freelance) June 2010 to September 2011 Interteam Service and Consultancy Job Description: Managed and led a team of IT recruiters and data analysts, significantly increasing candidate placements within Belgian and EU-based companies. Conducted regular follow-ups with Belgian managers and IT recruiters, resulting in an improvement in hiring efficiency. Executed targeted lead generation campaigns, identifying top IT talent for key technical roles, expanding the qualified candidate pool Matched candidates with job opportunities, ensuring alignment with job requirements, leading to higher retention and job satisfaction rates. Reviewed and enhanced CVs, maintaining an organized and updated candidate database.