Nina Pauline Acasio

NINA PAULINE ACASIO Phone: - E-mail:-Address: J Ruiz Street, San Juan City IT HELPDESK/ L1 TECHNICAL SUPPORT SPECIALIST PROFILE EXPERIENCE IT HELPDESK L1 TECHNICAL SUPPORT L1 TECHNICAL SUPPORT Hold multiple roles to ensure efficient operations and customer service. Deliver customer service and technical support via email and phone to customers from different line of business. Successfully cross-train as an IT Helpdesk, Administrative Support, and Social Media Specialist. Reviewed incident tickets and responded to end-users appropriately and within established standards; resolved open tickets in a timely and professional manner, ensuring a positive client experience. Set up remote desktop connections for user support and training. Analyze technical issues reported and prioritize daily tasks. Technology Business Solutions (August 2019-November 2019) Worked the Help Desk providing PC and Mobile support, diagnosing, troubleshooting and resolving client issues with hardware maintenance, installations and upgrades. Knowledge of remote desktop connections, peer to peer file sharing and other applications associated with remote IT assistance. Worked with Active Directory to build user network profiles, reset passwords, unlock accounts, etc Concentrix Incorporated- Samsung US and AU (Dec 2018-July 2019) Supported Mobile and Home Appliances for Samsung Ensured superior customer service by addressing client concerns, demonstrating empathy, and resolving issues on the spot. Prepared detailed reports Sutherland Global Solutions- AOL and Yahoo US (Nov 2017-Oct 2018) Email Configuration and PC Settings Support Resolved customer complaints and concerns with strong verbal and negotiation skills; Displayed courtesy and strong interpersonal skills with all customer interactions. Maintained composure and patience in face of difficult customer. SKILLS In-depth knowledge of hardware and software Strong communications skills Excellent organisational skill Willingness to Explore New Technologies Interact with a Wide Range of Customers and Technical Issues Active Listening Customer Service EDUCATION AB CONSULAR AND DIPLOMATIC AFFAIRS De La Salle- College of Saint Benilde