Jeremiah Ibañez

Accomplished support professional, delivering reliable information and communications technology assistance. Maintained robust, high-performing systems through ongoing monitoring and improvement implementation. Resolved issues quickly and accurately through focused troubleshooting.

BACK-OFFICE ADMINISTRATOR LEVEL 1 at CLOUDSTAFF (2024-10 – 2026-10)

• Accurately enter veteran/customer information into the Epicor (SaaS) system for case creation and tracking.
• Manage and maintain case records by updating veteran information and ensuring case folders are always organized and up to date.
• Coordinate with evaluators and installers through email to gather updates and monitor case progress.
• Process and print Accounts Receivable (AR) invoices and send them to the VA in a timely manner.
• Handle email management tasks, including processing paperwork, purchase orders, and distributing workloads to team members when needed.
• Respond promptly and professionally to VA inquiries through email communication.
• Provide support and assistance to evaluators and installers by addressing inquiries and resolving concerns through email.
• Ensure efficient workflow management by monitoring pending tasks, documentation, and case-related updates daily.

TECHNICAL SUPPORT REPRESENTATIVE IV LEVEL 2 at TELEPERFORMANCE (2021-01 – 2024-09)

• Provided clear and concise step-by-step technical support to guide clients.
• Deliver complex technical support on diverse problems that span software, Operating system, and other 3rd party technologies and applications.
• Provide fast and efficient responses and technical support to end-users, distributors/resellers and internal Apple teams.
• Basic and advanced troubleshooting of iOS, iPadOS, WatchOS, MacOS, TvOS, HomePod
• Help customer setup reservations.

CUSTOMER SERVICE REPRESENTATIVE at IQOR PH (2018-11 – 2020-11)

• Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
• Addressed customer service enquires quickly and accurately.
• Resolve technical and billing concerns.
• Input customer information, call notes and personal data onto CRM tools.

TECHNICAL SUPPORT CONSULTANT at SUTHERLAND (2018-03 – 2018-09)

• Asked customers targeted questions throughout troubleshooting to determine smart solutions.
• Maintained compliance with service-level agreements with fast, knowledgeable resolution for diverse issues.
• Provided clear and concise step-by-step technical support to guide clients.
• Record service issues using Salesforce CRM.

SPORTS ANALYST at TASKUS INC (2016-09 – 2018-03)

• To watch and analyze games such as American Football, Soccer, Basketball, Volleyball etc based on pre-defined parameters using Hudl software.
• Make sure games are tagged and returned to coaches within 24 hours.
• Trained new employees.
• QA Team Leader

Bachelor of Science in Information Technology – Mabalacat City College (2012 – 2016)