Misty Rose Cruz
Bulacan, PH |-| - | https://www.linkedin.com/in/mistyrosecruz/
A licensed Electronics Technician with 1+ year of experience in IT Operations as a first-line support. Accomplished in
diagnosing hardware and software faults and solving technical and application problems, either over the phone or
webmail.
WORK EXPERIENCES
Stefanini Philippines
Pasay City, PH
Helpdesk Technician
Dec 2020 - Oct 2022
• Delivered proactive technical support to SVP-Level executives, ensuring 95% uptime on corporate networks &
devices.
• Provided premier customer service by quickly responding to customer inquiries and concerns, resolving technical
issues in under 13 minutes.
• Spearheaded customer service initiatives, supporting over 20+ clients daily in resolving technical issues and
exceeding key performance metrics.
• Executed restorative & maintenance actions to solve 5000+ customer issues, boosting customer satisfaction score by
15%.
• Quickly resolved software/hardware related downtime by 90%, delivering real-time tech support on all devices.
• Sparked meaningful connections with peers and clients, reducing irate clients in 3 months.
• Completed optional training modules to ensure accurate knowledge management across the team with 95% success
rating during QA reviews.
• Trained new Helpdesk Technicians in proper troubleshooting protocols within months of joining the team.
PLDT Inc.
Bulacan, PH
OSP Engineer Trainee
Jun 2018 - Jul 2018
• Reduced customer support requests by 20% by engaging with subscribers on the phone every morning to follow up
with their reported issues
• Prepared and distributed list of ongoing incidents to OSP Engineers diving them into specified areas
• Assisted OSP Engineers in finding the appropriate location for NAP installation ensuring that company's resources
are well established
• Managed and documented resolved incidents using a designated system ensuring that agreed levels of service quality
are maintained
EDUCATION
Bulacan State University
Bachelor of Science in Electronics Engineering
SKILLS AND ACHIEVEMENTS
Hard Skills
Licensed Electronics Technician (2019)
Microsoft Office (Outlook, Teams, Skype, OneDrive, OneNote, SharePoint, Excel, Word, PowerPoint)
Google Workspace (Mail, Calendar, Meet, Drive, Docs, Slides, Sheets, Chat)
Adobe Creative Cloud (Photoshop, Acrobat, Lightroom)
Zoom Video Communications
Google Ads Search
Soft Skills
Customer Service
Detail-oriented and Organizational skills
Professionalism, Accountability, & Ethics
Problem Solving
REFERENCES
Available upon request
Bulacan, PH
Jun 2019
