Lloyd Patrick Cabugao
IT helpdesk, CSR/Technical Support Representative Tier 2
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About
Resourceful IT Helpdesk and Technical Support Specialist with strong Tier 1 and Tier 2 experience across telecommunications and global support environments. Known for calm, analytical troubleshooting, clear communication, and a customer-first approach. Skilled in resolving complex issues, managing escalations, and maintaining high satisfaction scores.
Experience
Technical Support Representative 2 — IT Helpdesk at Ninja Global Inc – Associated Material / Gentek Canada (2023-08 – 2025-08)
Delivered Tier 2 support for internal and external users across telecommunications and global support environments.
- Delivered Tier 2 support for internal and external users.
- Diagnosed and resolved system, device, and application issues.
- Ensured timely ticket closure and high customer satisfaction.
- Coordinated with cross-functional teams for escalated cases.
Customer Service Representative / Technical Support at Harte Hanks Philippines (2022-08 – 2023-07)
Handled inbound account and technical support for pay-per-view events.
- Handled inbound account and technical support calls.
- Provided chat and voice support for pay-per-view events.
- Assisted with troubleshooting, billing, and service navigation.
- Maintained accuracy and customer satisfaction.
Customer Service Representative / Technical Support — T-Mobile at Teleperformance Philippines (2019-11 – 2022-07)
Supported customers with device issues, billing, and account management.
- Supported customers with device issues, billing, and account management.
- Guided users through step-by-step troubleshooting.
- Managed escalations and sales-related inquiries.
- Consistently met performance and satisfaction metrics.
Education
BS Computer Engineering in Computer Engineering – AMA Computer College, Cagayan de Oro (2003 – 2007)
Secondary Education – Lourdes College High School, Cagayan de Oro (2000 – 2002)
