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
