Candidate #287038
30-Day Notice
Brief Introduction
A technical support and customer service professional with over 9 years of experience in handling various accounts from different industries.
Skillset
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9 years of relevant experience
- Troubleshooting
- Consultancy Skills
- Customer Service
- Process Improvement
- Production Environment
- API
- Data Management
- Data Sets
- C++
- Cascading Style Sheets
- Game Development
- HTML
- PHP
- Visual Basic .NET
- Adobe After Effects
- Information Technology
- Macromedia Flash
- Microsoft Office
Work Experience
IT Customer Service Associate - API Support
Jan 2023 - Sep 2024
- Provide technical support to resolve customer IT requests and issues
- Ensure proper documentation, notification, escalation, tracking and follow-up
- Log requests and issues and perform defined procedures to resolve
- Monitor systems and trends to prevent incidents, problems and errors
- Schedule, track and facilitate acceptance of changes to the production environments
- Assisting clients to develop and troubleshoot their applications which connect through our various APIs, whether for algorithmic trading or other purposes
- As a specialist, this will primarily be written support
- Assisting clients in the integration of API applications with third party software (such as charting software)
- Building and maintaining a resource library for clients, including program snippets, documentation, consultancy resources
- Assisting in developing custom tools for internal users including other teams in Customer Service
HR-BPO Analyst
Nov 2019 - Jan 2023
- Deliver HR services to our people and business leads. - Execute performance achievement and rewards processes
- - Oversee reporting and insights on metrics and trends impacting the business
- - Advise leadership on HR aspects of business strategies, issues and decisions
- - Design and deliver HR programs.
Customer Service Associate, Dispatch Specialist
Oct 2017 - Oct 2019
- Robinsons Cybergate ------- - Provide functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries
- Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner
- Ensure proper documentation, notification, escalation, tracking and follow up of all incidents
- Primary responsibilities are focused on customer contact, not transaction processing. - Monitor workflow and load to qualified technicians, evaluating and reassigning work as needed. - Provide updates and status information on the progress of work, escalating as appropriate
- - Read and analyze service orders and repair tickets ensuring they are processed accurately
- - Work with other departments to facilitate completion of orders and proper processing
- - Communicate with residential and/or business customers on appointments and order/repair status
- - Respond to incoming calls and chats to maintain appropriate service levels.
Data Bank Analyst
Mar 2016 - Jun 2017
- Madrigal Business Park Alabang - Responsible for Data counts, List Rental Orders, and Data management - Interpret data, analyze results using statistical techniques and provide ongoing reports - Acquire data from primary or secondary data sources and maintain databases/data systems - Filter and clean data by reviewing computer reports, printouts, and performance indicators to locate and correct code problems - Identify, analyze, and interpret trends or patterns in complex data sets - Collates and checks all data records and deliveries received from various channels - Organizes all data records with in the same criteria or category from various channels and lays into predefined excel templates - Maintain all databases and prepares all client deliveries and checks against suppression files and other criteria - Locate and define new process improvement opportunities
Remote Desktop Support Specialist
Oct 2015 - Feb 2016
- Accenture Project -People Plus Tech Inc
- (PPT) Robinsons Cybergate ------- - Performs advance remote PC diagnostic and repair, PC Optimization on client computers - Executes in-depth analysis, diagnosis and immediate resolution of client computer issues - Fills out Log forms with accurate, complete and detailed information for tracking and record purposes
- - Responding to queries on the process of the repair by means of providing chat communication with end- customers. - Performs special tasks (e.g
- escalate callbacks, demo testing, research etc...) and other assignments as required by the project - Performs daily and weekly administrative tasks as required. - Work effectively on a team environment with time and work load adjustability as needed.
Field IT Engineer
Dec 2014 - Jun 2015
- 3, 2014 * June 15, 2015 Infinite Power System Inc (Philippine National Bank/MDI Project) ------- - I.T Hardware and Software Support in PNB Nationwide branch - Performs hardware and Operating System problem determination, troubleshooting, diagnostic and resolution of desktop, laptop and printers and monitors - Installation and Troubleshooting of PNB Applications, Banking Softwares in Teller PC and Back office PCs in Head Office and Branches - Configures Lotus Notes 6.5 / 8.5 E-Mail, Flexcube Sytem, Ethernet Access, Report Reader, and Microsoft Windows Operating Systems
- Executes Windows OS downgrading/Installation and activation of OS - Provide corrective maintenance and setting up service units to remedy a problem - Troubleshooting of Desktop Computers, Laptops and Printer, Monitors
- - Repairing printers (Dot matrix and Laser Jet) - Perform parts replacement for in scope defective units/parts reported - Configures DNS Settings for Accessing PNB intranet and joining units to PNB Domain - Setup/Relocation of new PNB Branches and carry out Files and Printer Sharing as required
- - Executes computer virus cleaning and disinfections on infected systems
- Updates and performs antivirus
Education
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Degree: Bachelor of Science
Major: Duration: Jan 2010 - Jan 2014