1. PATRICIA ALYSSA P. HERMOGENES
102 Bansalangin St. Veterans Village, Project 7, Quezon City , Philippines
+639274712677 / +639776173242
paphermogenes@yahoo.com
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WORK EXPERIENCE
October 2015 – Present
Xceed, Paragon ICC
Duties and Responsibilities
 Deliver service and support to end-users using and operating automated call
distribution phone software, via remote connection or over the Internet;
 Interact with customers to provide and process information in response to
inquiries, concerns, and requests about products and services;
 Gather customer’s information and determine the issue by evaluating and
analyzing the symptoms;
 Diagnose and resolve technical hardware and software issues involving internet
connectivity, email clients, VOIP and more;
 Research required information using available resources;
 Follow standard processes and procedures;
 Identify and escalate priority issues per Client specifications;
 Redirect problems to appropriate resource;
 Accurately process and record call transactions using a computer and designated
tracking software;
 Offer alternative solutions where appropriate with the objective of retaining
customers’ and clients’ business;
 Organize ideas and communicate oral messages appropriate to listeners and
situations;
 Follow up and make scheduled call backs to customers where necessary;
 Stay current with system information, changes and updates
 Assisting and escalating of any problem to and from counterpart if needed
 Provides tutorial support to all users
 Perform other task that maybe assigned from time to time.

2. June 2013 – October 2015
Remote Desktop Support Specialist
Accenture, Inc. (under PeoplePlus Tech, Inc.)
Duties and Responsibilities
 Connect and communicate with clients using our online portal.
 Perform advanced software repair, installations, and optimization on
customer computers via remote service tools. This may include but not limited
to:
o Email Setup, Configuration and Troubleshooting;
o Windows Update Error;
o Microsoft Office Suite;
o Virus and Malware Removal;
o Security Software like Kaspersky, Norton, Trend Micro, and Webroot
to name a few;
o Perform printer Set Up, configuration and Troubleshooting;
o And other third-party applications;
o Perform network setup and troubleshooting services.
 Undertake in-depth analysis, diagnosis and resolution of client problems
 Escalate unresolved problems to the appropriate area.
 Use excellent verbal and written skills to understand client needs and explain
services.
 Recommend upgrades that are appropriate and applicable to the client's
needs or desire.
 Maintain a flexible schedule and work load.
 Display a high degree of professionalism, courtesy and client service
throughout all client interactions.
 Fills out log forms with accurate, complete and detailed information for
tracking and record purposes
 Perform special assignments as required by the projects
 Perform daily and weekly administrative tasks as required
 Work effectively in a team environment and help others where needed
 Maintain high level of delivery in order to meet SLAs
 Has the capability of calling the client if needed (for example: if the session is
disconnected or if you have any information needed from the client)
 Up selling other services to client to provide extra sales to the company.
 Has been recognized as top performer based from weekly report sent from the
supervisors.
 Has been recognized for All Star Team award for the month of November last
2013.
 Has been recognized for Random Recognition award for the month of
November last 2013.
 Has been recognized as All Star Team for the month of July last 2014.
 Has been assigned as Hive Lead started last November, 2014.
 Has been recognized as All Star Team for the month of August 2015.

3. November 2012 – February 2013
On the Job Training – Philippine Long Distance Telephone Company
 Inventory of IT equipment Assist on installation, configuration and reformat of
PC’s and laptop
 SAP
 Crimping cables
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EDUCATIONAL HIGHLIGHTS
Tertiary St. Paul University, Quezon City
Bachelor of Science in Information Technology
2009-2013
Secondary De Lasalle Araneta- University
2006-2009
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SKILLS
Ability to identify, analyze and troubleshoot a wide range of complex technical computer both
software, hardware and network related problems effectively from Windows XP to Windows 8.1;
able to listen and communicate information to a wide variety of clients at all level of skill; can
deliver high level of customer support remotely in a professional manner; can learn and apply new
technical knowledge quickly; able to communicate effectively with a diverse set of clients verbally
and in writing; have ability to learn new procedures quickly and efficiently; amenable to work in
shifting schedule and deliver high level of performance; can work independently and as a member
of a team; able to maintain cooperative work relationships; can demonstrate sensitivity to and
respect for, a diverse population.
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PERSONAL DETAILS
 Born on April 15, 1992
 Single
 Filipino
 Roman Catholic

4.  Hard working, good listener, fast learner, resourceful, can manage multi-tasking
jobs, flexible personality, organize in things, can work independently and in a team
environment, detail and goal oriented, can work under pressure, physically and
mentally fit
 Basketball girls varsity player since 3rd
year high school until 4th
year college
Character Reference
(Available upon request)