2015
Bachelor of Science in Information Technology
STI College Sta. Maria
More Info About Me
Hi! I’m Mary Ann Gerona your friendly Virtual Assistant. I am 29 years old, happy and contented with my life. I graduated with a bachelor’s degree in Information Technology. I do like art and crafts since I was a kid. I enjoy my experience providing customer support in the field of technology and eCommerce.
It will be an honor to work with you as your Virtual Assistant. I have a work experience as an IT Support, Customer Service Representative, Admin Role, Telemarketing, Lead Generation/Qualification, Content Moderator and Executive Assistant.
My Skills and Competencies
Social Media Management
Data Entry
General Virtual Assistant
IT Support
Customer Support Representative
Certificates
×
![]()
My Experience and Education
2022
-
2022
Freelance in a IT Company
(Freelance IT Remote Support/Telemarketer)
- Receive incoming reports of issues and create tickets accordingly.
- Identify, diagnose, and resolve IT problems
- Create and maintain documentation for troubleshooting resolutions thru the help desk management system
- Installation/Support of Microsoft PC systems, Microsoft desktop business applications, network-based anti-virus protection, and security implementation
- Participate in ongoing training to obtain the required certification
- Maintain published and evolving standards for call quality, ticket resolution time, and productivity metrics
- All job duties and responsibilities are essential functions of the position
- Subtask: Do calls for Lead clean-up and Telemarketing
2021
-
2022
Nestle Business Services Manila
(IT Service Desk Analyst)
- Incident and Request Management
- Ensure all issues related to ISIT are communicated properly to relevant teams
- Monitor the timely closure of tickets raised by NBS Manila end users
- Subject Matter Expert and Project membership
- Ensure all processes have documented Standard Routine and are updated on time
- Provide functional training and coaching to another team member
- Implement improvement initiatives that help increase Customer Satisfaction and ensure compliance within the process
- Point of contact for projects that may require Globe Tools
- Performance Reviews
- Monthly Operational Review with Market and supported SSC
- Ensure closure of gaps of CBP Assessment
- Compliance
- Ensure that all executed processes are aligned and comply with the Control Best Practice.
- Basic Power Apps and Power Bi visualization and automation
2020
-
2021
Accenture Inc.
(IT Service Desk Specialist)
- Trained from go-live, doing routinary tasks with the fixed process and doing the tasks with minimal supervision.
- E2E processing of non-SAP user access requests received from users.
- Identifying and forwarding to appropriate approvers as defined in the chart of authorities.
- Redirecting users to the respective team for applications and services not in.
- Assessment of each request by checking all requirements based.
- Can perform Unlock and Password Reset.
- Ticket creation following the standard AUTH coding and description.
- Works with SME in case of questions/clarifications and resolves the issue/concern.
- Issue handling raised by the user in connection with his/her access.
- Processing of SAP accounts in both Non – Production and Production environments.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
IT Support L1
Provides technical support and maintains the computer networks of all kinds of organizations in business operations.
Customer Support Representative
Respond to customer inquiries and provide strategic support for their concern.