1. Jhomarie “Rain” Dolon-Go 437 Bulalakaw St., Mandaluyong City 1550
Phone: (0927) 814-3873  rain.dolon@yahoo.com
linkedin.com/in/raindolon
EXPERIENCED IT SERVICE DESK TECHNICIAN
Tier 1 Help Lines  Technical Support  User Training  Software/PC/LAN Troubleshooting
 Almost five years of solid help desk experience providing software, hardware, client/server and
networking technical support for a leading global information provider.
 Proven success working in high-volume, 24x7 technical call centers. Demonstrated strengths in
rapidly diagnosing, troubleshooting and resolving client issues.
 Consistently praised for communicating effectively with both technical and nontechnical users.
Known for excellent problem-solving skills and patience in dealing with frustrated users.
KEY SKILLS
Technical Troubleshooting
Hardware Configurations
Offshore Team Collaboration
Software Installs
LAN Connectivity
Problem Diagnosis
Phone & Online Support
Client/Server Models
Preventive Maintenance
User Training/Support
Customer Service
Complaint Handling
TECHNOLOGY PROFICIENCIES
Software: Active Directory management; VPN (Authentication Certificate, SecurID);
SharePoint; Quest One ActiveRoles (ARS), MS Office (Word, Excel, Outlook,
Access); instant messaging software; VMware applications (e.g. DameWare,
WebEx Connect); BlackBerry Enterprise
Call-Tracking Tools: HP Service Manager 9; Impact360
Browsers: Internet Explorer, Firefox, Chrome, Safari
Hardware: PCs, Laptops, Telephony Systems, Printers, Routers, Modems, Mobile Devices
Networking: LAN & VPN/Remote Connectivity, TCP/IP
Platforms: Windows XP/7/8, Mac OS, Linux/Unix, Citrix, SAP
PROFESSIONAL EXPERIENCE
THOMSON REUTERS CORPORATION PTE. LTD. — Philippine Branch
Global Service Desk Analyst, July 2010 to April 30, 2015
 Provided first-level technical support for global IT infrastructure supporting all employees
worldwide via phone, email and chat.
 Liaised with Tier 2 and Tier 3 groups worldwide in cases where escalation is required for issue
resolution.
 Provided detailed descriptions of issues in trouble ticket system and followed up diligently to
ensure swift resolutions.
 Routinely exceed productivity goals, closing an average of 50 tickets daily (100% above quota)
with good first-call resolution scores and low average talk-time.
 Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel
in asking probing questions and researching, analyzing and rectifying problems.
EMERSON ELECTRIC CO. — Ortigas, Pasig City
Help Desk Analyst – Consultancy Role (EMSS/BCP), June 2010 to July 2010
 Responded to requests related to Facilities, Compensation & Benefits, Security and other related
concerns via phone and email.
 Redirected concerns to appropriate support groups, when needed, and any emergency issue to
the Security or BCM Team. Handled follow up requests from employees to facilitate resolution.
 Prepared activity reports and MS PowerPoint presentations to introduce guidelines related to
BCP. Participated in planning sessions where guidelines were laid out in the establishment of the
BCP team.

2. CONVERGYS PHILS. SERVICES CORPORATION — Glorietta 5, Makati City
Technical Customer Care Representative (AT&T U-Verse/Bellsouth), December 2007 to June 2010
 Provided quality support for customer concerns regarding phone, internet (including email) and
television service.
 Handled basic billing concerns and ensured customer information is updated; ensured that the
right services are matched to the customers’ profiles by offering product upgrades and bolt-ons.
 Partnered with Tier II help desk peers based in the US to resolve complex problems that required
escalation. Provided detailed descriptions of issues in trouble ticket system and followed up
diligently to ensure swift resolutions.
 Received “outstanding” ratings on performance reviews each year, with top marks in teamwork,
customer service, communication skills and technical problem-solving.
BDO INSURANCE BROKERS, INC. — Makati Ave., Makati City
Non-Life Insurance Account Officer (MM East/Southern Luzon), July 2005 to December 2007
 Facilitated issuance of insurance policies to bank customers in the assigned region to ensure
protection of assets against untoward incidents.
 Attended to phone-in and emailed queries regarding non-life insurance products; conducted
briefings and presentations when needed.
 Performed other functions of sales and marketing-related matter such as providing insurance
quotations for various insurance lines.
 Coordinated with insurance companies regarding ocular inspections, quotations and policy
issuance.
 Received “outstanding” ratings on annual reviews and an award given to the team for
exemplary performance (Equitable PCI Bank PENTAD APEX Awards).
PEOPLESUPPORT (PHILS.), INC. — Ayala Ave., Makati City
eRep (WSA Cendant Cheaptickets/Earthlink Cable TS/CS/IS), May 2004 to May 2005
 Provided technical support to EarthLink customers in the US regarding cable internet and email
issues.
 Handled customer service and installation service for various clients. Served as liaison between
customers and agents in the company’s US headquarters for more efficient resolution to issues,
when necessary.
 Endorsed other products, when applicable, to promote sales growth.
 Answered phone-in queries regarding flight reservations, airline information and other special
requests. Coordinated with airline agents here and abroad for various passenger concerns,
including flight rescheduling.
 Trained in the use of the Apollo/Galileo GDS system in the maintenance of customer records and
flight information.
EDUCATION & TRAININGS ATTENDED
ATENEO DE MANILA UNIVERSITY — Loyola Heights, Quezon City
Completed Bachelor of Arts in Communication Major in Advertising & Public Relations, 2000 to 2004
Core Capabilities Training: Presentation Skills, February 2014
Core Capabilities Training: Advanced MS Excel, November 2013
Core Capabilities Training: Intermediate MS Excel, November 2013
Core Capabilities Training: Business Communication Skills, November 2013
TR iTRAIN Program: Facilitation Skills Workshop, October 2013 *
Six Sigma White Belt Training Course, August 2013
IIAP Basic Non-Life Insurance Seminar, March to April 2006
* Facilitated Business Communication courses catering to all employees of TR Manila, as part of the
TR Internal Trainor Pool, October 2013 to 2015.