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Work Background
NetSuiteManager, Technical Support (Hybrid) / SuiteGuru
Jun. 2019
NetSuiteTeam Lead - Customer Support / SuiteGuru
Nov. 2016 - May. 2019
NetSuitePrincipal Technical Support Engineer/SuiteGuru
Apr. 2016 - Oct. 2016NCR - National Capital Region, PhilippinesResponsible for resolving client's issues considered as highly technical or critical cases and complaints via phone and emails. Troubleshoot client's issues and work to resolve functionality related issues and escalate technical issues to correct department as necessary. Updates client's cases as necessary and based on the expected service levels. Ensure that customer's satisfaction is maintained at an acceptable level as defined in CS metric. Creates and reviews Knowledge Base articles to assist clients in addressing product related concerns. Maintains customer service quality. Assists in ensuring that the team meets the Service Level Targets. Enhances product knowledge based on assigned product area/s or skill set/s. Creates new processes as necessary and works on projects to help increase customer satisfaction and business performance.
NetSuiteSr. Technical Support Engineer/SuiteGuru
Jul. 2012 - Mar. 2016NCR - National Capital Region, Philippines• Handles cases from advanced users.
• Provides technical support to global customers & partners, diagnosing, troubleshooting, repairing & debugging complex software issues.
• Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning software
• Internally, reports design, reliability & maintenance problems to QA & Development teams.
• Monitors defects filed by Support & troubleshoots them to ensure there is no missing alternate solutions, which are valid/confirmed defects & they are filed correctly.
• Reviews and/or authors solutions/knowledge-based articles.
• Differentiates type of defects & works on defect escalations.
• Actively works with Quality Assurance/Development to keep priority defects moving.
• Handles complex & priority cases escalated to the team, usually requiring expertise in 2 or more major product areas (CRM/Administration/Customization).
• Performs highly complex troubleshooting & analysis.
• Handles UserGroup threads & queries in the CRM/Administration product area
NetSuiteTechnical Support Engineer/SuiteGuru
Apr. 2012 - Jul. 2012NCR - National Capital Region, Philippines• Handles complex & priority cases escalated to the team, usually requiring expertise in 2 or more major product areas (CRM/Administration/Customization).
• Performs highly complex troubleshooting & analysis.
• Reviews and/or authors alternate solutions /knowledge-based articles for internal & external publishing.
• Actively works with Team Lead to ensure Average Response Time is met
• Handles UserGroup threads & queries in the CRM/Administration product area • Create workarounds/solutions & support articles for internal & external publishing
NetSuiteSr. Technical Support Specialist/SuiteGuru
Jun. 2010 - Mar. 2012NCR - National Capital Region, Philippines• Provides dedicated support for administration& marketing, training & technical service under the NetSuite Solutions Provider Program to ensure their commitment to their consumers for a complete cloud computing solutions
• Handles UserGroup threads & queries in the CRM/Administration product area • Create workarounds/solutions & support articles for internal & external publishing.
Bain & Mercer Group PTE LTDWeb Project Manager
Mar. 2010 - Jun. 2010Singapore• Handles up to 50 projects for a digital agency working on web design & e-commerce websites
• Coordinates to clients, providers & 3rd-party vendors to complete project
• Ability to provide assistance in web editing using HTML, JavaScript & CSS
• Manages the entire web design & web development process • Communicates effectively with web designers and developers, ensuring that solutions are designed and developed to specification
NetSuitePlatinum Support Specialist
Nov. 2007 - Mar. 2010NCR - National Capital Region, Philippines• Dedicated senior specialist for platinum customers (highest level of premium customer support) providing CRM/Administration support for NetSuite
• Phone train new team members on the floor
• Receive email/case escalations from Team Leads and Managers for quick resolution
• Provide up to-date product knowledge to members on the floor for testing and research
The Design People, Inc.Customer Support / Project Management Team Lead
Mar. 2007 - Jun. 2007Philippines
ChevronSr. Retail Data Quality Analyst
Mar. 2004 - Dec. 2006Philippines
Aegis PeopleSupportSubject Matter Expert/eRep
Apr. 2001 - Mar. 2004Philippines
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