Vanity Mendoza

I am a Philippine Registered Nurse since 2010, with a predominant focus on information technology. While I haven't actively practiced nursing, my proficiency in IT has been my primary professional avenue, allowing me to contribute effectively to the dynamic tech landscape since obtaining my certification.

Work Experience:

Datacom IT Systems (Phil) Inc.

August 2022 - Present

Global Service Desk Analyst

• Responded promptly to IT service requests or incidents, and ensuring timely issue resolution and providing technical assistance to end-users across various regions.
• Utilized troubleshooting skills and knowledge of IT systems to diagnose and resolve hardware and software issues, maintaining a high standard of end-user satisfaction while adhering to established service level agreements.

IBM

August 2020 - August 2022

Internal Service Desk Analyst

• Addressed internal IT service requests and incidents, offering timely support and resolving technical issues for employees within the organization.
• Applied strong problem-solving skills to troubleshoot hardware and software problems, provided clear and effective communication to end-users, and maintained detailed documentation of issue resolutions and service requests.

MicroSourcing

May 2017 - May 2020

Vision Ambassador

• Proactively engaging customers to enhance their shopping experience by providing expert guidance on products and services related to vision care.
• Fostered a customer-centric environment by offering personalized assistance, conducting product demonstrations, and ensuring a seamless eyewear selection process, contributing to increased customer satisfaction and loyalty.

IBM Global Process Services

July 2011 - February 2017

Senior Customer Support Associate

• Led a team of customer support associates, providing guidance and expertise to ensure efficient handling of customer inquiries, complaints, and product-related issues.
• Acted as a point of escalation for complex customer concerns, demonstrating advanced problem-solving skills, and collaborated with cross-functional teams to implement process improvements, contributing to enhanced overall customer satisfaction.