Cynthia Garcia
Summary
Experienced and enthusiastic Consultant with track record of success across wide range of industries. Possesses exceptional interpersonal, problem-solving and analytical skills to provide advice and expertise to client organizations improving business performance. Experienced in all aspects of operations, strategy and finance.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior IT Service Consultant
Anacle Systems Ltd.
08.2018 - Current
- Improved client satisfaction by effectively managing multiple projects and consistently meeting deadlines.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Provided ongoing support to clients post-implementation, ensuring long-term success of implemented solutions.
- Identify and analyze root causes for issues and identify means of preventing future occurrence. Working closely with the consultants and engineers to resolve escalated issues quickly and effectively.
- Taking ownership for any problems or issues encountered by customer and act as a primary point of contact for customers, be the Customer advocate internally.
IT Service Desk Engineer
NEC Asia Pacific Pte Ltd
05.2014 - 08.2018
- Improved IT service desk efficiency by implementing streamlined ticketing processes and knowledge base updates.
- Reduced downtime for end-users by providing timely resolution of technical issues and proactive maintenance.
- Enhanced customer satisfaction with prompt and accurate troubleshooting for hardware, software, and network problems.
- Increased first-call resolution rates by creating a comprehensive FAQ database for common user queries.
- Developed detailed documentation for IT service desk procedures, enabling faster onboarding of new team members.
- Acted as a liaison between IT departments to facilitate smooth handoff of escalated issues, ensuring timely resolutions.
IT Service Desk Analyst (SME)
Infosys BPO Ltd
04.2013 - 05.2014
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusers.
- Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
- Collaborated with cross-functional teams to troubleshoot complex technical problems and prevent future occurrences.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
Incident Management Specialist
Verizon Enterprise Solutions Group
04.2010 - 05.2014
- Streamlined incident response processes by developing and implementing effective incident management protocols.
- Enhanced organizational resilience by conducting thorough risk assessments and recommending mitigation strategies.
- Reduced incident resolution time with efficient coordination of cross-functional teams and timely communication.
- Improved service quality, consistently meeting Service Level Agreements through diligent monitoring of incident queues.
- Developed comprehensive incident reports for stakeholders, providing valuable insights into root causes and recommended corrective actions.
Education
Bachelor of Science - Computer Science
University of Caloocan City
Philippines04.2008
Skills
- Operations Analysis
- Quality Assurance
- Customer Relationship Management
- Technical expertise
- Client Relationships
- Problem-Solving
- Project Management
Certification
ITIL V3 Certified
CCNA R&S Certified [Cisco ID: CSCO12999456]
Timeline
Senior IT Service Consultant
Anacle Systems Ltd.
08.2018 - Current
IT Service Desk Engineer
NEC Asia Pacific Pte Ltd
05.2014 - 08.2018
IT Service Desk Analyst (SME)
Infosys BPO Ltd
04.2013 - 05.2014
Incident Management Specialist
Verizon Enterprise Solutions Group
04.2010 - 05.2014
Bachelor of Science - Computer Science
University of Caloocan City
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