Janessa Rose Macaspac

Internal Coordinator 

Warehouse of Games Ltd. Jul 2024 - Present

• Providing Job Orders to the technicians and ensure that they completed the checking of the machines.
• Raise concerns to the factory regarding machines issues, replacement parts, modifications.
• Create Transfer Order in the system for all the parts taken from the Spare Parts Department.
• Coordinate with the factory for manuals, software update and technical concerns for the machines.
• Responsible to record and update all the Job Orders, Petty Cash Invoice and Repair Parts in the system.
• Request approval from the management for higher cost parts of the machines.
• Provide assistance and support to the Operations team.
• Responsible for budgeting petty cash for purchasing local parts.
• Responsible for Quality Control to recommending adjustments of the machines or production process. Inspecting, testing, or measuring materials or products being produced by the factory.

Senior Service Desk Technician | L1 Customer Support

Pilgrim Quality Solutions (IQVIA) Jan 2020 - Aug 2024

• Documented each service ticket accurately, maintaining a comprehensive database of issues and resolutions.
• Participated in regular training sessions to expand software and hardware knowledge base.
• Worked on multiple tasks simultaneously, demonstrating strong time management skills.
• Escalated severe technical issues to senior IT staff for prompt resolution.
• Guided users through step-by-step solutions with clear communication skills.
• Resolved complex technical problems for improved system performance.
• Contributed regularly to team meetings, sharing insights for process improvement.
• Asked customer targeted diagnostic questions for speedy root cause analysis.
• Translated lengthy troubleshooting steps by breaking down and simplifying instructions.
• Assisted wider customer service teams to produce external user guides and internal support tools.
• Provided testing and systems administration support as required by multi-disciplinary teams.
• Developed expertise in variety of technical disciplines including cloud services and network management.
• Drove short-term troubleshooting and long-term improvement efforts across multiple platforms.
• Referred to internal knowledge base to quickly locate and apply up-to-date troubleshooting steps.
• Communicated complicated concepts to customers with varying levels of technical understanding in non-patronizing manner.
• Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
• Used Salesforce Lightning to track support tickets and document actions.
• Delivered reliable, high quality technical support to average of 20 users daily.

Bachelor of Science in Information Technology