Hey I am Verlyn

More Info About Me

> Computer Engineer

> Currently working as an Accounting Assistant

> I have a passion for learning new things

> I quickly adapt to new tasks and environments

> Self-motivated, detail-oriented, resourceful

Verlyn Esquejo Gomez
Cebu, Philippines
verlyngrace06@gmail.com
Freelancer
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My Skills and Competencies

Data Entry
IT Service Desk Analyst
Accounting Assistant

My Experience and Education

  • EXPERIENCE
  • EDUCATION
2013
BS Computer Engineering

Nueva Vizcaya State University

2024 - 2025
Benchmark 365
(HELPDESK COORDINATOR)

Monitors the helpdesk ticketing system to ensure all tickets are logged, categorized, and
prioritized correctly.
Assigns incidents and service requests to appropriate IT staff or support tiers.
Tracks ticket progress to ensure timely resolution and SLA compliance.
Acts as a liaison between users and technical teams.
Ensures adherence to Service Level Agreements (SLAs) by monitoring response and
resolution times.
Ensure the smooth operation of the IT helpdesk by managing ticket flow, team coordination,
and communication between users and IT staff. We are helping to maintain service quality
and efficiency.

2022 - 2024
Wipro Technologies
(IT SERVICE DESK ANALYST)

Subject Matter Expert, Wipro Philippines, Inc. September 2023 - April 2024
Acts as the go-to person for complex issues that are beyond the scope of standard service
desk analysts.
Guides analysts on how to resolve difficult tickets, reducing the need for escalation to other
IT teams.
Trains new service desk analysts and conducts skill refreshers or deep dives for existing
team members
Works with IT teams to improve support processes, workflows, and tools. Analyzes service
desk metrics to identify patterns and recommend proactive improvements.
Collaborates with other teams such as Infrastructure, Application Support, and Security to
ensure seamless issue resolution.
Acts as a liaison between the service desk and higher-level IT teams or business units.

Service Desk Analyst, Wipro Philippines, Inc. June 2022 - September 2023
Serves as the primary point of contact for users seeking technical assistance via phone,
email, chat, or ticketing systems.
Logs and categorizes incoming incidents, service requests, and queries.
Provides basic to intermediate technical support.
Follows standard troubleshooting procedures and scripts to resolve issues quickly.
Prioritizes and escalates issues based on urgency and impact.
Updates and maintains accurate records of issues and resolutions in the ticketing system.
Escalates complex issues to second or third-level support. Works collaboratively to ensure
efficient problem resolution

2021 - 2022
English Plus Republic
(Email Specialist (CSR))

Serve as the first point of contact for customers who reach out via email.
Respond to inquiries related to products, services, orders, billing, technical issues, etc.
Investigate and resolve customer complaints or problems efficiently.
Escalate complex issues to relevant departments or higher-level support teams.
Follow up with customers to ensure their issues have been fully resolved.
Log all email interactions in the CRM or ticketing system.
Keep records of issues, resolutions, and follow-ups for future reference.
Follow company procedures and scripts for handling different types of customer queries.
Ensure that customers receive timely, accurate, and helpful responses to their email
inquiries, supporting high satisfaction and retention through excellent written
communication and efficient problem-solving.

2016 - 2020
Crystalwave Services Ltd. Inc.
(Administrative Officer)

Serve as the point of contact in Cebu.
Serve as the human resource personnel in the Cebu branch.
Serves as the accounting assistant in the Cebu branch.
Filing important and confidential documents, compiling financial reports.
Renewing government-mandated documents.
Setting appointments with different agencies
Input financial data into the company’s database and maintain an up-to-date report
Report directly to the company’s President.

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.

Content Creator

Promote companies' products and services by developing copy for websites, social media, marketing materials.


Works

Let's work together !

I am available for freelance projects.
Hire Me

Get In Touch

Address :
Cebu,
Philippines
Email :
verlyngrace06@gmail.com


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