Cheryl Sambilad
Technical Support Engineer
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About
Competent and diligent professional; offering over 10 years’ experience in Support Industry. Critical thinker who addresses customer's issues quickly and establish rapport with clients and motivated to maintain customer satisfaction and contribute to company's success.
Experience
WORK EXPERIENCES
Packager [July 31, 2023 – present]
Liberty Staffing Services Inc. - London, Ontario, Canada
Diversey Canada Inc.
o Put cap, label, code and put bottles into boxes o Load empty containers onto the conveyor o Replenish equipment and machines with required packaging materials In Home Caregiver [December 15, 2021 – June 8, 2023]
Private Family - London, Ontario, Canada o Worked as a nanny for a private family with 2 children, ages 4 and 9
o Cared for family members and assisted with activities of daily living o Helped children with eating meals, bathing, brushing teeth and other daily personal care tasks
Network Operations Center Engineer [March 20, 2017 – August 15, 2021]
CTC BPO Incorporated - Cebu City, Philippines o Proactively monitors the performance of the network o Identify root cause analysis of recurring incidents o Accurately document all issue details in appropriate ticket or notification tools
Account Manager [October 10, 2013 – June 24, 2016]
CTC BPO Incorporated - Cebu City, Philippines o Oversees total account operation o Updates Account Knowledge-Base to develop performance standards and objective o Analyzes schedule and manpower base on forecast
Account Supervisor [February 18, 2013 – October 9, 2013]
CTC BPO Incorporated - Cebu City, Philippines o Implements new policies and procedures for the benefit of the team o Daily, weekly and monthly report on Account's Performance o Creates workforce schedule based on projection
Account Team Leader [July 14, 2009 – February 17, 2013]
CTC BPO Incorporated - Cebu City, Philippines o Meets team objectives set by supervisor in a consistent and timely manner o Motivates team members to achieve desired performance metrics and team objectives o Conducts regular performance evaluations of members and feedback performance
Technical Support Engineer 2 [February 17, 2007 – July 13, 2009]
CTC BPO Incorporated - Cebu City, Philippines o Troubleshoots technical issues regarding computer hardware and internet connections in an efficient and professional manner o Review and make analysis of escalated tickets o Monitors system condition
Technical Support Engineer 1 [April 17, 2006 – February 17, 2007]
CTC BPO Incorporated - Cebu City, Philippines o Performs basic troubleshooting o Consistent Top 10 Performer every month with less handling time and escalations
Education
Bachelor of Science in Computer Engineering [June 2001- March 2006]
Cebu Institute of Technology University
Cebu City, Philippines
