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Jessie Andales
Open to opportunitiesDigital Support Officer
Digital Support Officer and Senior Fraud Specialist focused on secure, seamless banking support.
PhilippinesDigital Support Officer at UnionBank of the Philippines
About
Results-driven professional with over 15 years of experience across banking, digital support, and IT services. Recognized for exceptional analytical skills, leadership, and commitment to operational excellence. Proven ability to enhance processes, resolve complex issues, and deliver outstanding client experiences in fast-paced environments.
Experience
Digital Support Officer
Digital BankingCredit Card SupportCustomer ServiceTSYSSalesforceWorkflow Optimization
Senior Fraud Specialist
Fraud InvestigationRisk AssessmentFraud DetectionProcess OptimizationCustomer Relationship Management
Service Desk Escalations Analyst
Delivered IT service desk support for corporate users, ensuring smooth account setup and access management. Managed user accounts with Active Directory, Azure, and Exchange, served as an interim SME to improve incident management, and produced daily performance reports to support continuous improvement.
Service DeskIncident ManagementAccess ManagementActive Directoryperformance reportingAccount AdministrationAzure
Technical Support Specialist
Provided technical support for American and Australian customer accounts, troubleshooting mobile phone and network issues and resolving billing concerns. Supported multiple internet connection types (ADSL, wireless, cable broadband), assisted with activations, and handled ticketing/workflows using tools including Salesforce, TSYS/FINACLE, LexisNexis, Freshdesk, ServiceNow, and Siebel.
Technical SupportMobile Connectivity SupportBroadband TroubleshootingBilling SupportSalesforceTSYS FINACLE TroubleshootingFreshdeskServiceNow
Education
AMA Computer University
Earned a Bachelor of Science in Computer Engineering at AMA Computer University (Project 8, Quezon City) from May 2004 to August 2008.
Earned a Bachelor of Science in Computer Engineering at AMA Computer University (Project 8, Quezon City) from May 2004 to August 2008.
Polytechnic University of the Philippines
Studied Computer Engineering at the Polytechnic University of the Philippines (Sta. Mesa, Manila) from June 2003 to March 2004.
Studied Computer Engineering at the Polytechnic University of the Philippines (Sta. Mesa, Manila) from June 2003 to March 2004.