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Dorothy Hugo

IT Service DEsk

Results-oriented IT Service Desk with 1 year of experience in providing exceptional technical support and customer service. Adept at identifying and resolving technical issues, managing ticketing sytems, and ensuring swift response times. Strong communication skills with proven ability to understand customer issues and provide resolutions quickly and efficiently. Thrives in a fast- paced environment, working under pressure to meet customer service and satisfaction goals.


EXPERIENCE

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SW/APP/Cloud Tech Support Associate

Accenture in the Philippines |

February 2023 - February 2024


  • Records and manages incident and request tickets, i.e. ticket assignment, ticket prioritization, problem escalation and problem resolution.
  • Experience in a Microsoft Office 365 and Active Directory environment.
  • Serve as the initial point of contact for users seeking technical assistance through various channels (phone, email, chat).
  • Analytical ability to deal effectively with a wide range of problems across multiple vendor hardware and software systems.
  • Experience with ServiceNow and workflow management systems is required.
  • Reset passwords for users as necessary after validating proper credentials.
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Maharlika Higway View Brgy Masin Sur

Candelaria, Quezon Philippines

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+6398-965-2125

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dorothyhugo20@gmail.com

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Education

Computer Science and Information Technology |

2010-2012

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SKILLS

Service Desk

Application Quality Analysis

Issue Management

Quality Management

Service Desk Voice Support

Engineering Support

Hardware Troubleshooting

Customer Experience Executive

Probe Group Philippines |

October 2021 - January 2023


  • Awarded top agent each month for consistently exceeding targets, handling 50+ calls a day while maintaining a 100% quality average and meeting targeted average handle time Build positive relationships with customers by providing attentive and personalized service.
  • Respond promptly and professionally to customer inquiries and complaints
  • Provide accurate information and assistance to resolve customer issues or concerns.
  • Process returns, track orders, pick-up and delivery efficiently and accurately.
  • Stay updated on product knowledge and company policies to provide accurate information to customers.


Incident Management

Software Troubleshooting

Service Resquest Management

Excellent Communication

Positive Attitude

Salesforce/ServiceNow

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REFERENCE

Mary Grace Carandang

Accenture Philippines |

SW/APP/Cloud Tech Support Associate

+639217851677

marygrace.mica1@gmail.com