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
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Troubleshooting
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Consultancy Skills
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Customer Service
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Process Improvement
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Production Environment
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API
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Data Management
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Data Sets
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C++
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Cascading Style Sheets
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Game Development
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HTML
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PHP
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Visual Basic .NET
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Adobe After Effects
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Information Technology
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Macromedia Flash
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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
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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
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Assisting clients in the integration of API applications with third party software (such as charting software)
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Building and maintaining a resource library for clients, including program snippets, documentation, consultancy
resources
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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
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- Oversee reporting and insights on metrics and trends impacting the business
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- Advise leadership on HR aspects of business strategies, issues and decisions
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- 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
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- Read and analyze service orders and repair tickets ensuring they are processed accurately
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- Work with other departments to facilitate completion of orders and proper processing
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- Communicate with residential and/or business customers on appointments and order/repair status
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- 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
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- 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
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- 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
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- 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