GERARDO JR MENDOZA
Mandaluyong
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
8
8
years of professional experience
Work History
IT SERVICE DESK ANALYST (CANTONESE AND ENGLISH)
Principal Global Services
05.2024 - Current
- Act as the primary contact for users requiring IT support, expertly troubleshooting hardware and software issues through calls, emails, and chat, to effectively resolve company IT infrastructure problems.
- Created knowledge base articles for frequently asked questions about services offered by the IT Service Desk team.
- Coordinated with Level 2 team to escalate unresolved issues for timely resolution.
CONTENT MODERATOR (CANTONESE) - ASSISTANT TRAINER
Sutherland Global Services
01.2022 - 03.2023
- Conducted onboarding sessions to familiarize new hires with company policies and procedures.
- Facilitated hands-on training workshops to enhance operational skills and knowledge.
- Reviewed user-generated content for compliance with community guidelines.
- Identified and flagged inappropriate material to maintain platform integrity.
DECK CADET OFFICER
Pacific Basin Shipping Ltd.
01.2018 - 01.2020
- Assisted in navigation and vessel operations under experienced officers.
- Conducted safety drills and emergency preparedness exercises for crew members.
- Maintained deck equipment and ensured cleanliness of operational areas.
- Regularly checked tank soundings to ensure stability of vessel.
RESORT CALL CENTER AGENT
Hong Kong Disneyland Ltd.
01.2018 - 12.2018
- Directed multiple hotlines addressing park inquiries and hotel requests, leveraging fluency in Cantonese, English, and Mandarin to deliver timely and polite support.
- Maintained knowledge of park policies and procedures for effective support.
Education
Higher Diploma - Maritime Studies
Maritime Services Training Institute
Hong KongDiploma of Foundation Studies - ENGINEERING
Tsing Yi - Hong Kong
Tsing Yi - Hong KongHigh School Diploma -
Yu Chun Keung Memorial School 2
Hong Kong IslandSkills
- Microsoft Azure
- IT troubleshooting
- Active directory management
- Content moderation
- Technical support
- Customer service
- Quality assurance
- Training development
- Problem solving
Languages
Chinese (Cantonese)
Native/ Bilingual
English
Native/ Bilingual
Chinese (Mandarin)
Full Professional
Filipino
Professional
References
References available upon request.
Timeline
IT SERVICE DESK ANALYST (CANTONESE AND ENGLISH)
Principal Global Services
05.2024 - Current
CONTENT MODERATOR (CANTONESE) - ASSISTANT TRAINER
Sutherland Global Services
01.2022 - 03.2023
DECK CADET OFFICER
Pacific Basin Shipping Ltd.
01.2018 - 01.2020
RESORT CALL CENTER AGENT
Hong Kong Disneyland Ltd.
01.2018 - 12.2018
Higher Diploma - Maritime Studies
Maritime Services Training Institute
Diploma of Foundation Studies - ENGINEERING
Tsing Yi - Hong Kong
High School Diploma -
Yu Chun Keung Memorial School 2
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