Eduardo Cahoy

Provide Level 1–2 technical support for digital signage, queue management systems (Q-Flow), media players, touch displays, and related peripherals. Troubleshoot hardware, software, and network issues, including screen no display, no signal, touch responsiveness, connectivity drops, and content playback issues. Perform system diagnostics and root cause analysis for complex and recurring issues, ensuring timely resolution and minimal downtime.

Technical Support Specialist - Engagis Inc.

(2025-02)

• Provide Level 1–2 technical support for digital signage, queue management systems (Q-Flow), media players, touch displays, and related peripherals.
• Troubleshoot hardware, software, and network issues, including screen no display, no signal, touch responsiveness, connectivity drops, and content playback issues.
• Perform system diagnostics and root cause analysis for complex and recurring issues, ensuring timely resolution and minimal downtime.
• Work closely with internal teams (engineering, field technicians, escalation support, vendors) to resolve intricate technical cases.
• Remotely manage, monitor, and support deployed devices across multiple client sites.
• Guide clients through step-by-step troubleshooting, power cycling, cable reseating, configuration checks, and software updates.
• Escalate unresolved issues appropriately while maintaining ownership and follow-through until closure.
• Coordinate onsite technician dispatches when remote resolution is not possible.
• Maintain accurate and detailed case documentation, including troubleshooting steps, findings, and resolutions.
• Ensure adherence to SLAs, quality standards, and customer experience best practices.
• Proactively identify patterns and recommend preventive measures or system improvements.

IT Support Specialist (Contractor) - Gabtech Global LLC

(2023-12 - 2024-03)

• Troubleshoots hardware, software, and network problems via phone support
• Reset password via Google workspace
• Troubleshoot problems and resolve them in a timely manner.
• Attend onboarding for new employees
• Assist colleagues with onboarding/offboarding
• Develop IT Policies and Practices
• Respond to client escalations
• Oversee the installation, configuration, and maintenance of computer
• Attend Conference meeting via Slack, Zoom, Google Meet
• Managing and reporting on the allocation of the IT budget.
• Perform end-user technical support, troubleshooting, and tuning for end user hardware and systems, peripheral hardware (i.e. printers/copiers, etc.) and initial triage for client network environments
• Windows 10 and 11 troubleshooting and operations
• Outlook/email troubleshooting - O365

IT Helpdesk Engineer - Multiplymii

(2022-04 - 2023-09)

• Troubleshoots hardware, software, and network problems via phone support
• Identifies, isolates and investigates user questions
• Troubleshoot hardware in a Google workspace setting (Gmail, google drive and google docs) and printer devices via chat, video conference, phone and keep an excellent record using a ticketing system
• Provide networking/desktop support and perform mainframe and account maintenance tasks.
• Responding to queries on the phone, via email, in person, or through remote access.
• Manage Help Desk tickets in a timely manner
• Install, configure, and maintain Windows Server, Azure, and Microsoft 365 environments
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Assist with clients onboarding/offboard
• Troubleshoot and deploy the Windows printer server
• Setup of new laptop and desktop computers
• Provide first-level contact and problem resolution for all users with hardware, software and application problems.
• Troubleshoot issues to determine nature of problem.
• Escalate more involved problems to the appropriate internal or external support team.
• Interface with application vendors as needed to resolve issues.
• Install, configure and test new workstations, software and peripheral equipment like printers, scanners, monitors and phones.
• Assist users in resolving basic computer hardware and software issues
• Remote Access in performing troubleshooting.
• Provide Application Support for popular PC applications (examples: Microsoft Office, Microsoft OS, Adobe Acrobat, Outlook, Internet Browsers)
• Assist customers with their problems and issues in their computer and laptops through remote access.
• Upselling Microsoft products and software
• Assist users with supported software and hardware with the approach of understanding of technology from a user's perspective while providing an expert level of support
• Discuss with users' best practices for PC maintenance and performance
• Maintain, track, and control related inventory

IT Helpdesk Analyst - Atos - Xbs Inc.

(2016-05 - 2022-03)

Account Transferred - November 26 2018 (Johnson & Johnson) - March 2022. May 30, 2016 – August 04, 2018 (Aetna) – Account Closed

• Responsible for supporting helpdesk software system
• Responsible for handling incoming Help Desk calls, opening call tickets and overseeing all problem call ticket updates and closures.
• Maintaining user accounts password resets if account has been locked out due to repeated login failures and maintaining user access.
• Troubleshoot problems and resolve them in a timely manner.
• Supporting helpdesk software system.
• Resolve user-reported problems as expertise permits using available tools, and following procedures and policies for the handling of support cases.
• Assesses client's technical needs.
• Provide timely resolution to all assigned or tasks.
• Provide customers with prompt and accurate updates on their requests.
• Provide voice service troubleshooting and reset voicemail passwords.

Technical Support Representative - Convergys (Microsoft)

(2014-01 - 2016-03)

• Setup of new laptop and desktop computers
• Provide first-level contact and problem resolution for all users with hardware, software and application problems.
• Troubleshoot issues to determine nature of problem.
• Escalate more involved problems to the appropriate internal or external support team. Interface with application vendors as needed to resolve issues.
• Install, configure and test new workstations, software and peripheral equipment like printers, scanners, monitors and phones.
• Assist users in resolving basic computer hardware and software issues
• Remote Access in performing troubleshooting.
• Provide Application Support for popular PC applications (examples: Microsoft Office, Microsoft OS, Adobe Acrobat, Outlook, Internet Browsers)
• Assist customers with their problems and issues in their computer and laptops through remote access.
• Upselling Microsoft products and software
• Assist users with supported software and hardware with the approach of understanding of technology from a user's perspective while providing an expert level of support
• Discuss with users' best practices for PC maintenance and performance
• Maintain, track, and control related inventory

Technical Support Representative - Sitel Philippines (Hewlett Packard)

(2012-10 - 2013-12)

• Ensure all issues are reported and escalated based on standard escalation management process.
• Facilitate Daily Calls to present the daily progress of Testing Execution.
• Configure, deploy, fix, and provide troubleshooting support based on either documented procedures or directive for the following hardware and software.
• Server maintenance
• Complete router to laptop troubleshooting and setups
• Setup / add / troubleshoot printers
• Install miscellaneous software
• Upsell Carepacks/Warranty
• Pre and post install technical support
• Explain technical terms, issues, and processes clearly over the phone.
• Perform logical troubleshooting – ask appropriate questions to get a comprehensive description of the problem, logically check possible causes and identify actual root issue, efficiently research issues and resolutions, implement appropriate resolution.
• Provide detailed case logging

Customer Service Representative - Teleperformance Inc. (AT&T)

(2011-09 - 2012-09)

• Handle customer inquiries and complaints.
• Provide information about the products and services.
• Troubleshoot and resolve product issues and concerns.
• Setting up payment arrangements to customers.
• Document and update customer records based on interactions.
• Develop and maintain a knowledge base of the evolving products and services.
• Order entry, communicate pricing and oversee billing
• Resolved customer issues, orders, arrange payments, billing issues, complaints and selling.
• Answers inbound sales inquiries via phone relating to products, services and current promotions
• Communicates and explains the value of the client brand and benefits of services to potential customers though establishing relationships and building strong rapport.

Salesman - Asia Brewery Incorporated / Northern Mindanao Sales Corp.

(2010 - 2011)

• Greeting and directing customers
• Provide accurate information (e.g. product features, pricing and after sales services)
• Answering customers' questions about specific products/services
• Cross-sell products
• Stay up-to-date with new products/services
• Inform customers about discounts and special offers
• Conduct price and feature comparisons to facilitate purchasing
• Ensure racks are fully stocked
• Manage returns of merchandise
• Coordinate with the Retail Sales Representative team to provide excellent customer service.
• Provide customer feedback to the Store Manager

Salesman - Smart Communications Inc.

(2009 - 2010)

• Greeting and directing customers
• Provide accurate information (e.g. product features, pricing and after sales services)
• Answering customers' questions about specific products/services
• Cross-sell products
• Stay up-to-date with new products/services
• Inform customers about discounts and special offers
• Conduct price and feature comparisons to facilitate purchasing
• Ensure racks are fully stocked
• Manage returns of merchandise
• Coordinate with the Retail Sales Representative team to provide excellent customer service.
• Provide customer feedback to the Store Manager

Bachelor of Science - Business Management - Xavier University Ateneo de Cagayan (2008 - 2009)

Secondary School - Cagayan de Oro National High School (1999 - 2000)