Adrian Duran

Aspires for a challenging yet satisfying position that will develop my work attitude, towards improving my skills & background in Electrical and Information Technology, to expand my career growth while allowing me to contribute with the success of the company.

TECHNICAL SUPPORT LEAD

(2025-04 - 2026-12)

• Leads & Mentors: Manages, schedules, and mentors a team of support engineers, fostering a culture of continuous learning and excellence.
• Owns Metrics & SLAs: Monitors and drives key performance indicators (KPIs) such as First Response Time, Mean Time to Resolution (MTTR), Customer Satisfaction (CSAT), and service level agreements (SLAs).
• Handles Escalations: Serves as the final point of escalation for critical, high-priority, or complex technical issues, ensuring swift resolution.
• Improves Processes: Develops and refines support workflows, knowledge base articles, and troubleshooting guides to scale support efficiency.
• Drives Quality: Performs ticket audits and quality assurance reviews to maintain high standards of customer communication and technical accuracy.
• Collaborates Cross-Functionally: Partners with Engineering, Product, and Success teams to report bugs, advocate for customer needs, and influence product improvements.
• Analyses Trends: Analyzes support ticket data to identify recurring issues, proactively address root causes, and reduce ticket volume.
• Protects system and operation by keeping information confidential
• Contributes to team effort by accomplishing related results as needed

TECHNICAL SUPPORT ENGINEER

(2019-02 - 2025-07)

• Diagnose and troubleshoot complex technical issues related to POS Hardware and software applications, APIs, databases, networks, and system integrations.
• Provide timely and effective solutions via email, live chat, phone, and remote desktop sessions while maintaining high customer satisfaction (CSAT/NPS).
• Document detailed case notes, reproduce issues in test environments, and escalate confirmed bugs to engineering teams with clear replication steps.
• Develop and maintain knowledge base articles, FAQs, and technical guides to empower users and improve self-service resolution rates.
• Collaborate with cross-functional teams (Engineering, Product, QA) to communicate customer pain points and influence product enhancements.
• Handle and prioritize support tickets according to SLAs, managing escalations when necessary.
• Participate in on-call rotations to address critical production incidents outside business hours.

DATA ANALYST - SYSTEM-A - Muntinlupa, Alabang, PH

(2016-08 - 2019-12)

• Completeness in data entry
• Accuracy in typing speed
• Ability to block out distraction which may cause errors
• In-charge of maintaining backups of information
• Scan documents thoroughly before data entry
• Maintains info/documents for transcribing on the system
• Meticulous in correct entry of info and other details
• Performs other related functions as instructed

DATA ENTRY CLERK - OMNILUCK - San Pedro, Laguna, PH

(2015-04 - 2016-07)

• Experience in Data Entry Management
• Prepares source data for computer entry by compiling and sorting information
• Established organizing skills with entry priorities
• Maintains data entry requirements by following program techniques and procedures
• Secures information by completing data base backups
• Protects system and operation by keeping information confidential
• Contributes to team effort by accomplishing related results as needed
• Efficient in record keeping

ELECTRICIAN - De La Salle University – Dasmariñas - Dasmariñas City, Cavite

(2009-03 - 2009-03)

Facility Maintenance

• Electrical Preventive and Corrective Maintenance System
• Machine Control and minor electrical repairs
• Proficient in Building Wiring Installation by using correct methods and techniques

INFORMATION & COMMUNICATIONS TECHNOLOGY - Information & Communications Technology - International Electronics and Technical Institute, Inc. (IETI) (2013-01 - 2015-12)

BACHELOR OF SCIENCE IN ELECTRICAL TECHNOLOGY - Electrical Technology - De La Salle University – Dasmariñas (2007-01 - 2012-12)