Level 1 Service Support Engineer at Perch Insights (2023-02 – 2026-04)
- Technical Troubleshooting: Identifying and resolving technical issues faced by customers or users.
- Answering Technical Questions: Providing accurate and helpful responses to technical inquiries.
- Operation Support Tasks: Assisting with tasks related to service status monitoring, manual development and deployment processes, and other tasks assigned by management.
- Customer Communication: Responding to tickets and communicating with customers to provide updates or resolution.
- Refine Support Documentation: Develop comprehensive and user-friendly documentation to serve as valuable references for the Support team. This includes creating guides, manuals, and knowledge base articles that assist in troubleshooting, issue resolution, and customer interactions.
- Streamline Process Automations: Lead initiatives to enhance service efficiency by identifying opportunities for automation. Design, implement, and manage automated workflows that optimize various processes within the organization, resulting in improved productivity, reduced manual efforts, and enhanced customer experiences.
- Data Collection: Ensuring that all necessary data, including screenshots and video recordings, is collected and compiled effectively.
- Clear Problem Description: Providing clear and comprehensive problem descriptions for effective root cause analysis
- Effective Communication: Facilitating direct communication through technical review meetings, live group chats, or demos when necessary for in-depth incident investigations.
- Remote Technical Support: Collaborated with end-users to understand and assess computer issues, employing remote diagnostic tools to identify and resolve problems. Delivered prompt technical assistance and support, ensuring seamless user experiences.
- Software Installation and Maintenance: Executed precise software installations, adhering to prescribed design and installation parameters.
- Vendor and Technician Liaison: Facilitated communication between users and external vendors or technicians for the resolution of major hardware, software, and product defects, ensuring timely and effective service.
- Continuous Professional Development: Actively engaged in ongoing training initiatives to augment personal skill set and knowledge, staying updated with emerging technologies and industry trends.
Tier 3 IT Helpdesk at Serverplus (2021-10 – 2023-02)
- Remote Technical Support: Collaborated with end-users to understand and assess computer issues, employing remote diagnostic tools to identify and resolve problems. Delivered prompt technical assistance and support, ensuring seamless user experiences.
- Software Installation and Maintenance: Executed precise software installations, adhering to prescribed design and installation parameters.
- Vendor and Technician Liaison: Facilitated communication between users and external vendors or technicians for the resolution of major hardware, software, and product defects, ensuring timely and effective service.
- Continuous Professional Development: Actively engaged in ongoing training initiatives to augment personal skill set and knowledge, staying updated with emerging technologies and industry trends.
- Knowledge Base Development: Curated and developed an online knowledge base within the department, serving as an indispensable resource for troubleshooting and technical guidance, ultimately enhancing problem-solving capabilities.
- Issue Triage and Reporting: Expertly addressed minor technical glitches, providing immediate solutions, and efficiently escalated more complex technical challenges for comprehensive resolution. Reported substantial technical issues for higher-level intervention and remediation.
Commis Chef at Maikhao Dream Resort and Spa (2017-11 – 2021-05)
- Menu Innovation and Revenue Growth: Formulated dynamic seasonal and promotional menus to drive sales.
- Culinary Expertise and Execution: Orchestrated the precise preparation of ingredients and the cooking of meals, meticulously adhering to established recipes, ensuring consistency in taste and presentation.
- Team Development and Training: Educated cooks and food preparation staff in advanced cooking techniques and streamlined kitchen processes, elevating team performance and promoting a culture of culinary excellence.
- Hygiene and Safety Advocacy: Vigilantly enforced rigorous sanitation practices to protect the well-being of both staff and patrons, maintaining a hygienic and safe dining environment.
- Supply Management and Cost Efficiency: Proactively projected supply requirements and meticulously calculated costs for authorization, ensuring efficient inventory management and optimized cost control.
- Continuous Professional Growth: Actively participated in ongoing training initiatives to enhance personal culinary skills and knowledge, staying attuned to industry trends and innovative cooking methods.
Technical Support Associate at Dell Philippines (2013-03 – 2014-10)
- Strategic Customer Service Recovery: Leveraged technical expertise and business acumen to execute effective customer service recoveries, resolving issues promptly and reinforcing positive customer relationships.
- Issue Resolution and Escalation Management: Expertly managed customer complaints by meticulously following established procedures, ensuring that concerns were addressed promptly and escalated appropriately when required.
- Comprehensive Network Support: Provided adept support encompassing a comprehensive range of network hardware and operating systems within the customer base, ensuring seamless system functionality and user satisfaction.
- Device-Specific Troubleshooting: Skillfully identified and resolved device-specific issues, as well as addressed challenges related to network performance and internet connectivity, ensuring optimal functionality and user productivity.
- Efficient Software and Hardware Problem Resolution: Demonstrated mastery in troubleshooting and resolving computer software and hardware problems, streamlining system operation and minimizing disruptions for enhanced user experiences.
- Precise Installation and Repair: Meticulously installed and executed minor repairs on hardware, software, and peripheral equipment in alignment with design and installation specifications, ensuring system integrity and optimal performance.
- Knowledge Base Development: Curated and developed an online knowledge base within the department, serving as an indispensable resource for troubleshooting and technical guidance, ultimately enhancing problem-solving capabilities.
- Issue Triage and Reporting: Expertly addressed minor technical glitches, providing immediate solutions, and efficiently escalated more complex technical challenges for comprehensive resolution. Reported substantial technical issues for higher-level intervention and remediation.
Technical Support Associate at Sutherland Global Services (2011-08 – 2013-03)
- Complaint Management and Escalation: Effectively managed customer complaints by adhering to established procedures, ensuring swift resolution and appropriate escalation when necessary, thereby fostering customer satisfaction.
- Installation Error Troubleshooting Expertise: Offered comprehensive troubleshooting solutions for both basic and advanced installation errors related to the software, ensuring seamless installation experiences for users.
- Sales Engagement and Software Enhancement: Engaged in sales-related activities, adeptly providing valuable recommendations regarding software upgrades or add-ons that could significantly enhance the software's functionality and user experience.
- Technical Troubleshooting and Support: Proficiently identified and resolved technical issues related to programming and cable receivers, ensuring seamless customer experiences and uninterrupted services.
- Onsite Technician Coordination: Efficiently scheduled onsite technician visits to address complex technical problems, facilitating prompt and effective issue resolution for customers.
- Billing Query Resolution and Refund Processing: Skillfully addressed customer billing queries and adeptly processed refund requests, ensuring accuracy and customer satisfaction in financial transactions.
- Programming Upgrades and PPV Event Management: Successfully managed the process of upgrading programming packages and skillfully generated orders for Pay-Per-View (PPV) events.
Technical Support Representative at Concentrix (2010-04 – 2011-03)
- Technical Troubleshooting and Support: Proficiently identified and resolved technical issues related to programming and cable receivers, ensuring seamless customer experiences and uninterrupted services.
- Onsite Technician Coordination: Efficiently scheduled onsite technician visits to address complex technical problems, facilitating prompt and effective issue resolution for customers.
- Billing Query Resolution and Refund Processing: Skillfully addressed customer billing queries and adeptly processed refund requests, ensuring accuracy and customer satisfaction in financial transactions.
- Programming Upgrades and PPV Event Management: Successfully managed the process of upgrading programming packages and skillfully generated orders for Pay-Per-View (PPV) events.
