JOYCE ANNE G. FLORENDO
WORK EXPERIENCE
UpWork – Freelance Customer Support (June 2022 – present)
Duties and Responsibilities
Assisted old customers with order status, refund, update orders.
Answered inquiries for new orders
Updated data sheet information
Responded to social networks
Co-authored Customer Support process in Shopify
Genesys Telecommunications Laboratories, LTD, Quezon City, NCR
Technical Support Engineer (June 2017 – December 2018)
Duties and Responsibilities
Assisted customers in setting up new users in Genesys PureCloud; Setting up Genesys cloud
organization, Contact Centers for agents (which includes Dashboards, Workforce
management for agents and Interactions).
Analyzed reported issues from customers (i.e., Edge server down, unable to receive or make
calls in Genesys PureCloud platform, incorrect report/data being downloaded, dialer,
missing Interactions, etc.) and identify troubleshooting methods needed for quick
remediation.
Assisted in replacing defective Edge server of customer.
Responded to support requests from end-users and patiently walked individuals through
basic troubleshooting tasks.
Worked with L2 support for any reported errors and/or bugs that need to be escalated with
the DevOps team.
Followed up with clients to verify optimal customer satisfaction following support
engagement and problem resolution.
Processed over 100 support requests weekly for technical assistance on a wide range of
issues related to Interaction Routing, Outbound dialing, Quality Management, and
Workforce management, Architect, Contact Center, Directory, People Permission,
Telephony, and many others.
Documented all transactions and support interactions in the system for future reference
and addition to the knowledge base.
Highlights
Part of the pioneering team to support Genesys PureCloud in the Philippines.
Conducted side-by-side Genesys PureCloud training for newly hired employees.
Monitor and assign new requests/tickets to team members
Accenture, Inc, Quezon City, NCR
Pre-Sales CPE Quoting Engineer (June 2012 – June 2017)
Duties and Responsibilities
Created plans and communicated deadlines to ensure projects were completed on time,
especially during End of Month or bulk RFP (Request for Pricing).
Dealt with clients and suppliers on the telephone to exchange information and clarify facts.
And made sure that the request submitted in the SFDC portal is complete before assigning
the request to Quoting Engineer.
Worked closely with Account Managers to maintain optimum levels of communication to
effectively and efficiently complete projects.
Delivered customer quotations within specific timeframes.
Handled 10 newly hired engineers and assisted them with tasks and policies in the team.
Highlights
Assigned to monitor and assign requests to Quoting Engineers and provide pricing
quotations to Account Managers.
Conducted cross-training for Solutions Engineer in the development of the Solutions-toQuote team, whereas CPE Quoting team and Solutions Engineering team were merged.
Acted as Point-of-Contact (POC) for the team if Team Lead is on leave or in the meeting;
and conducted team huddles.
Lead the Great-Place-to-Work (GPTW) team in organizing monthly activities, Year-End
parties, and other activities for the team.
Handled 10 newly hired engineers and assisted them with tasks and policies in the team.
IBM Solutions Delivery, Inc, Eastwood, Quezon City
IT Service Desk Analyst (October 2011 – June 2012)
Duties and Responsibilities
Worked flexible hours, night, weekend, and holiday shifts.
Responded to Incident tickets logged into the tracking system to facilitate faster problem
identification and resolution.
Responded to Change, Release, and Service requests according to information provided by
customers.
Coordinated major incidents to the Network team once an alert is received. And contacted
the customer to ensure that incident is already being handled by the respective team.
Engaged in user support interactions via telephone, chat, and email platforms.
Attended weekly team meetings to enhance product and service knowledge and gain
insight into beneficial issue resolution strategies.
Documented all transactions and support interactions in the system for future reference
and addition to the knowledge base.
Highlight
Top 2 Service Desk Analyst for the Month of February 2012
Helpdesk Analyst (June 2008 – October 2011)
Duties and Responsibilities
Documented all transactions and support interactions in the system for future reference
and addition to the knowledge base.
Built and provided basic end-user troubleshooting and desktop support on Windows, Lotus
Notes, Network, and printer access.
Provided customer support and technical support to 25 customers daily.
Created support documentation that empowered and enabled the user community to
extend skills, leverage system features, and find resolutions to questions without
intervention from the support team.
Provided Tier 1 IT support to non-technical internal users through desk-side support
services.
Installed, modified, and repaired software and hardware to resolve technical issues.
Assisted customers with troubleshooting issues encountered while using hardware or
software, providing actionable tips to resolve problems.
Used Magic ticketing systems to manage and process support actions and requests.
Prepared references for users by writing clear operating instructions.
Worked with the software development team on reported errors and bugs on newly
released software and assisted in the deployment of release fixes.
Logged support tickets and closed when issues were resolved.
Defined and documented technical support best practices for resolving issues in Lotus
Notes, Lotus Notes Sametime, User Access, Microsoft offices, printer access, and
connection issues.
Highlights
Handled Helpdesk mailbox.
Created Standard Operating Procedures (SOP) to help the Helpdesk team in supporting endusers for new or unknown issues.
Oversee Helpdesk operation when our Team Lead is on leave or in a meeting.
Assisted in creating reports, including ad-hoc reports for clients.
Conducted MS office 2007 Training and refresher training for ADB’s special application
Awarded as Helpdesk of the month: April, May, and June 2009
Posted as Microsoft Office Competency team lead
Conducted and implemented 5S awareness in ADB Project
Received an award for IBM 8 Stripes: TEAM EXCELLENCE (ADB EUS TEAM)
Advanced Contact Solutions (November 2006 – February 2008), Lipa, Batangas
Technical Support Representative
Duties and Responsibilities
Identifies subscriber needs and provide prompt resolutions to inquiries and general information.
Assists subscribers with configuration, installation of hardware and software and
troubleshooting of supported boundaries
Utilizes more complex machines, including word processor or personal computers.
Identifies subscriber issues requiring escalation and follow-through with resolution.
Captures information, document contacts and enter data in a timely and accurate manner.
Extracts and compiles a range of data from written sources, from individuals by asking
questions, or from one or several given databases, limited interpretation of data.
TRAINING AND CERTIFICATION
Certifications:
Certification – ITIL v3 Foundation
CCNA (Cisco Certified Network Associate English)
Avaya (Avaya Aura® Communication Manager Administration)
CCDA (Designing for Cisco Internetwork Solutions
Trainings:
Supervisor 101
Presentation Dynamics
Time Management
Project Management Orientation by Q4
Problem Solving
5S awareness
Lean Six Sigma
Phone and e-Mail etiquette
De La Salle Lipa
EDUCATION
BS Computer Science
March 2004
EXPERTISE
IT Support Application
Support Technical Support
Technical Analysis
Quality Assurance
Customer Support
INTERPERSONAL SKILLS
Problem Solving
Relationship Management
Critical thinking
Detail-oriented
Flexible and Adaptable
