Joshua Paclibar

Dedicated and versatile professional with a proven track record in technical and customer support roles. Possessing a strong foundation in both technical troubleshooting and customer service, I am adept at resolving complex issues while ensuring a positive customer experience. With a commitment to continuous learning and development, I am enthusiastic about leveraging and sharing my knowledge and skills to contribute to the success of the team and the organization as a whole.

Senior Analyst - HCL Technologies

(2025-10)

Account: State Farm

• Provide support and assistance for State Farm-related systems and operations.
• Analyze and resolve technical or process-related issues.
• Handle customer or business requests according to company procedures.
• Ensure accurate documentation and timely resolution of assigned tasks.

Customer Support Representative - ECE Enterprises Group Manila Inc.

(2023-09 - 2025-03)

Account: Resident Home

• Provided customer service and e-commerce sales support for mattresses.
• Recommended and suggested suitable mattress products based on customer needs.
• Worked in the Retention Department handling customers who wanted to return their items.
• Provided product information and solutions to encourage customers to keep their purchased items.

Tier 1 Technical Support - Tier 1 Technical Support

(2023-04 - 2023-08)

Account: Driver Support

• Provided application assistance and technical support.
• Assisted customers experiencing issues with installing drivers.
• Troubleshot technical and application-related problems.
• Guided customers through steps to resolve technical issues.

IT Service Desk - Nityo Infotech Services Philippines Inc.

(2021-01 - 2022-11)

Account: Safeway

• Provided IT service desk support for Safeway employees and users.
• Assisted with technical issues involving systems, applications, and IT services.
• Troubleshot and resolved user-reported technical concerns.
• Created and managed support tickets and escalated issues when necessary.

Microsoft Independent Technical Advisor - Movate Inc. (Former Directly)

(2021-01 - 2022-11)

• Provided independent technical assistance for Microsoft products and services.
• Diagnosed and troubleshot software and technical issues.
• Guided users through step-by-step troubleshooting and solutions.
• Provided clear and professional technical support through online channels.

Customer Support Associate - IBEX Paranaque

(2018-08 - 2019-01)

Account: DIRECTV

• Assisted customers with billing and account-related inquiries.
• Explained charges, payments, and billing information.
• Promoted and recommended DIRECTV products and services through upselling.
• Provided solutions while maintaining a positive customer experience.

Technical Support Representative - Alorica, Export Bank Makati

(2016-10 - 2018-07)

Account: Comcast

• Provided technical support for internet and landline services.
• Troubleshot internet connectivity and telephone service issues.
• Assisted with equipment and technical concerns.
• Guided customers through troubleshooting steps to restore services.

Computer Technician - Computer World San Carlos Pangasinan

(2012-12 - 2013-06)

• Diagnosed and repaired computer hardware and software issues.
• Installed operating systems, software, and computer components.
• Performed computer maintenance and upgrades.
• Assisted customers with computer troubleshooting and technical concerns.

System Administrator - KENSONIC INC.

(2019-07 - 2020-02)

• Managed and maintained computer systems and IT infrastructure.
• Installed, configured, and troubleshot hardware and software.
• Provided technical assistance to users and resolved system-related issues.
• Performed system maintenance to ensure reliable IT operations.

Customer Service Representative - Primer Communications

(2020-05 - 2021-01)

Account: HONK

• Coordinated emergency roadside assistance dispatch services.
• Located and contacted the nearest available towing company or service provider.
• Coordinated with towing companies to dispatch assistance to the customer's location.
• Monitored dispatch requests and ensured service providers received the necessary information.
• Did not communicate directly with customers; coordinated primarily with towing and roadside assistance providers.

2 YRS - INFORMATION TECHNOLOGY - DATAMEX SUCAT BRANCH (2014-06 - 2016-03)

COMPUTER HARDWARE SERVICING NCII - INFOTECH (2013-01 - 2013-03)