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Work Background
PDI Security and Network SolutionsAssociate Technician
May. 2021As NOC Analyst Tier 1 for Nuspire, we provide first level of support to Nuspire clients in terms of Firewall monitoring and troubleshooting. We mainly support firewall monitoring, troubleshooting, and configuration from log analysis to SD-WAN up to VPN configuration. We ensure that Nuspire clients firewall is always operational and on top level.
GenesysIT System Administrator
Jul. 2017 - Aug. 2021Cubao Quezon City, Manila, PhilippinesCreate and manages active directory accounts and profiles.
Manages laptop deployment and repair.
Manages the sites laptop and computer hardware inventory.
Basic provisioning and troubleshooting of cloud-base phone system.
Provisioning and troubleshooting of SIP type phone system.
Support all of Genesys-In house applications
TeleTechDesktop Support Engineer
Dec. 2013 - Jul. 2017FiveEcom Building MOA Complex, Pasay City
•Promoted as Desktop Support Associate which main function is to manage desktop and laptop troubleshooting and maintenance. Basic administration of user and computer accounts via active directory. We also maintain servers and network switches. Assists Server Operations, Network Engineers, and other IT Department in restoring Teletech infrastructure when needed.
•Involve in new site build out for FiveEcom. Coordinated with different IT groups within Teletech in setting up the site to be more operational.
•Perform site inventory of 2000+ desktops and ensuring that those desktop meets Teletech Information Technology standards.
•Handles 4000+ desktops on the site that operates 24/7. Ensuring that those 4000+ desktops meets Teletech standards.
TeleTechTeletech Customer Care – Customer Service Representative
Jul. 2012 - Dec. 2013• Keeps records of customer interactions or transactions, recording details of enquiries, complaints, or comments, as well as action taken.
• Check to ensure that appropriate changes we made to resolve customers’ problems.
• Determine charges for services requested, collect deposits or payments, or arrange for billing.
• Refer unresolved customer grievances to designated departments for further investigation.
• Contact customers to respond to enquiries or to notify them of claim investigation results or any planned adjustments.
• Resolved customers’ service and billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
SitelCustomer Service Technician
Dec. 2010 - Jun. 2011Mandaluyong• Assist customer in their technical queries about their computer.
• Resolve customer issues regarding their computer while maintaining good customer service and customer satisfaction.
• Meet client requirements such as AHT, Quality, FCR, and Sales revenue while ensuring to deliver customer satisfaction.
• Refer customer to necessary department to quickly resolve their issues.
Stream Global ServicesAgent Support Group – SME
Jan. 2010 - Oct. 2010Shaw Boulevard• Hired as Level II Technical Support then promoted to Level II Technical Support.
• Promoted as callback agent where our role is to call the customer back if issue is still unresolved first time.
• Mentoring individuals with exceptional knowledge of hardware and software specific to HP. In depth with skills in utilizing HP provided tools and processes. Assist front line agents with not only single issue resolution, but also in providing the knowledge to find the solution on their own. Three main function of an ASG are Technical Escalation lead between the contact center and HP. Act as a 2nd level resource to the Front line agent population. Enable as well the front line agent to help themselves.
TELUS International PhilippinesHelp Desk Associate
Apr. 2009 - Jan. 2010Market Market Taguig• Level 1 support for Microsoft Xbox 360 gaming console in which we’re taking in calls from overseas.
• Selected to be cross-trained in 3 different department of Microsoft Xbox.
• Provided phone support in setting up repair for the console and internet connection thru Xbox console. Provided phone support in answering all billing-related questions for the said account and also saving the membership from cancellation.
TeleTechTechnical Support Representative
Mar. 2007 - Apr. 2009Robinsons Lipa• Level II Technical Support Specialist in which our main role is to be a front-liners for Verizon On-line DSL in providing assistance to their customers. • Assist customer in setup, maintain, and troubleshoot internet connection.
• Became Senior Technical Support Representative and Team Captain in which I assisted my Team Leader in handling our team to maintain the top team position for 3 consecutive months.
• Provided coaching opportunities for team members and assisting my Team leader by doing admin tasks and ticket tracking.
AloricaSenior Technical Support Representative and Team Captain
Oct. 2006 - Apr. 2007• Level II Technical Support Specialist in which our main role is to be a front-liners for Verizon On-line DSL in providing assistance to their customers. • Assist customer in setup, maintain, and troubleshoot internet connection.
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