Major Incident Administrator - Telus International Philippines
(2024-06 - 2025-11)
- Led the coordination and resolution of high-severity (P1/P2/P3) incidents, ensuring rapid response and minimal business impact in high-availability environments
- Acted as the primary incident lead, driving structured communication, timely escalation, and end-to-end resolution across technical and business teams
- Facilitated incident bridge calls and real-time collaboration with onshore and offshore teams, ensuring alignment and efficient issue resolution
- Delivered clear, timely stakeholder communications, including incident updates, escalations, and executive-level summaries
- Produced root cause analysis (RCA) and post-incident reports (PIR), identifying gaps and driving continuous service improvement
- Ensured strict adherence to ITIL processes (Incident, Problem, and Change Management) and organizational service standards
- Collaborated within Agile and fast-paced enterprise environments, adapting quickly to changing priorities and operational needs
- Demonstrated strong ownership, initiative, and resilience in managing complex technical and operational incidents
- Supported and utilized service management and infrastructure tools (e.g., ServiceNow, monitoring platforms) for incident tracking and resolution
- Maintained a balance of attention to detail and big-picture awareness, ensuring both accurate execution and alignment with business objectives
Operations Technical Support Representative III - Telus International Philippines
(2019-10 - 2024-06)
- Provided Tier 3 support for Telus internet (Fiber, ADSL, Copper) customers
- Diagnosed and resolved complex network/connectivity issues remotely
- Delivered advanced support for cloud-enabled internet and managed services used by enterprise and SMB customers
- Troubleshoot application access issues, authentication failures, and connectivity-related incidents
- Used ticketing systems to track issues from intake through resolution, ensuring SLA compliance
- Served as an escalation point for complex, recurring, or business-impacting issues
Technical Support Representative (Tier 2 Escalation) - Sykes (Google Apps/Play/Store)
(2018-07 - 2019-10)
- Supported Google Workspace and SaaS-based applications, including account setup, permissions, billing, and app behavior issues
- Resolved user and admin-level concerns across chat, email, and phone channels
- Maintained high resolution accuracy while meeting response-time SLAs
- Collaborated with internal teams to escalate bugs and feature-related issues
- Coordinated with partner delivery services to investigate shipment issues and provide timely status updates
- Maintained constant communication with internal business teams and customers regarding shipment progress and follow-ups
- Handled escalations related to shipping delays, lost parcels, and refund requests
- Served as the final point of contact for supervisor-level calls, ensuring effective issue resolution and customer satisfaction
Technical Support Associate I - Convergys (AT&T Uverse)
(2017-08 - 2018-04)
- Assisted customers with internet, billing, and troubleshooting concerns
- Supported customers using web-based portals and cloud-backed services
- Diagnosed connectivity, account, and service configuration issues
- Delivered consistent, customer-centric support aligned with service KPIs
IT Support Technician - Provincial Capitol of Laguna – Management Information Systems Office (MISO)
(2015-09 - 2017-08)
- Provided frontline IT service desk support, including laptop and desktop troubleshooting, diagnostics, and basic repairs
- Designed and maintained office layouts and IT workstation setups
- Performed accurate data encoding, documentation, and records management
- Supported field operations and on-site technical assistance across municipal offices
- Supervised On-the-Job Trainees (OJT), providing guidance and basic technical training
- Assisted as Junior Technical Support in resolving hardware and software issues
- Served as Municipal Coordinator for Youth Affairs, coordinating IT-related activities and reporting
Co-Owner / IT Support Technician - Vessy Printing
(2014 - 2015)
- Co-managed daily business operations while providing in-house IT service desk support
- Designed office and print layout setups to improve workflow efficiency
- Performed laptop and desktop troubleshooting, diagnostics, and basic hardware repairs
- Maintained and supported computer systems to ensure smooth business operations
IT Support Technician - MSRT Computer Center
(2006-06 - 2008-05)
- Provided technical support for laptop and desktop systems, including troubleshooting, diagnostics, and repairs
- Identified and resolved hardware and basic software issues to restore system functionality
- Delivered timely and effective customer support to ensure client satisfaction
IT Support Technician - MSRT Computer Center
(2008-10 - 2009-09)
- Provided technical support for laptop and desktop systems, including troubleshooting, diagnostics, and repairs
- Identified and resolved hardware and basic software issues to restore system functionality
- Delivered timely and effective customer support to ensure client satisfaction
