Michael Ramas

IT and Desktop Support professional with 10+ years of hands-on experience in technical support, computer hardware and software troubleshooting, desktop/laptop support, networking, and customer service. Experienced in supporting end-users in Singapore, Philippines, and North America. Previously worked as a Desktop Support Engineer at Shell Pulau Bukom and Deskside Support Engineer at the Institute of Mental Health (IMH) in Singapore.

Experienced in PC/laptop reimaging, hardware and software troubleshooting, IMAC support, equipment deployment, smartcard setup, mobile device management, and resolving technical issues within SLA.

Sr. Quality Evaluator at Concentrix CVG Phil Inc. (2022-09 – 2023-10)

• Reviewed recorded customer service interactions to check service quality, process compliance and customer handling.
• Identified gaps in customer interactions and provided practical feedback to improve service performance.
• Conducted refresher training and coaching sessions based on process and client updates.
• Worked with operations teams to improve customer service standards and compliance.
• Maintained attention to detail when reviewing customer interactions and identifying process issues.

Policy Expert at Concentrix CVG Phil Inc. (2022-05 – 2022-09)

• Reviewed operational policies and identified areas for improvement.
• Helped implement updated policies and communicated changes to operations teams.
• Conducted huddles and side-by-side coaching to ensure employees understood procedures.
• Supported teams in handling customer and operational concerns according to established processes.

Subject Matter Expert at Concentrix CVG Phil Inc. (2021-08 – 2022-09)

• Provided floor support and real-time assistance to customer service representatives.
• Assisted with customer service issues, process questions and operational concerns.
• Supported team performance and helped ensure service targets were met.
• Conducted side-by-side coaching and learning sessions.
• Took responsibility for team support when the Team Captain was unavailable.

Deskside Support Engineer at Shell Pulau Bukom (2017-11 – 2018-12)

• Provided first-level desktop and technical support to end-users.
• Troubleshot hardware, software, connectivity and general PC issues.
• Reimaged and deployed PCs and laptops for users.
• Prepared and replaced smartcards for new and existing users.
• Assisted users with mobile email and connectivity setup.
• Provided customer-focused support while working within operational requirements.

Internet Cafe Attendant at Cyclone Internet Cafe (2014-11 – 2017-06)

• Assisted customers with computer, software and internet-related concerns.
• Troubleshot hardware and software problems and performed software installation and upgrades.
• Explained computer procedures to customers with different levels of technical knowledge.
• Maintained customer records, equipment logs and inventory.
• Managed customer computer usage and handled multiple customer requests during busy periods.

Deskside Support Engineer at Institute of Mental Health (IMH) (2012-01 – 2013-05)

• Provided on-site and off-site technical support to end-users.
• Responded to incidents and resolved technical issues within SLA requirements.
• Installed, moved, added and changed IT equipment for users.
• Installed and upgraded software based on user requirements.
• Handled technical support calls and followed established troubleshooting procedures.
• Recorded call logs, productivity information and support activities.
• Followed up with users to ensure issues were properly addressed.

Administrative Assistant at Concentrix CVG Phil Inc. (2010-04 – 2011-10)

• Provided Level 1 technical support by phone to customers in the United States.
• Assisted customers with installation, configuration and troubleshooting of Cisco-Linksys networking devices.
• Troubleshot wireless connectivity and home network issues.
• Performed remote desktop support for end-users.
• Handled inbound calls while maintaining professional and friendly communication.
• Followed troubleshooting procedures and call performance requirements.
• Focused on resolving customer concerns during the initial interaction whenever possible.

Product Support Representative at Concentrix CVG Phil Inc. (2009-03 – 2010-04)

• Handled administrative duties, customer inquiries, calls and visitor assistance.
• Maintained equipment records and asset inventory.
• Provided clerical and operational support to the team.
• Assisted customers attending Cisco training programs.
• Supported procurement and facilities-related activities.

Marketing and Operations Head at R.A. Gapuz Review Center (2007-12 – 2008-10)

• Assisted customers and reviewees with inquiries and day-to-day concerns.
• Coordinated review programs and operational activities.
• Provided technical support for desktops, laptops and computer systems.
• Maintained computer laboratory equipment and inventory.

Operations and Logistics Officer at Professional Review Network (2005-08 – 2007-12)

• Managed daily operational activities and customer requirements.
• Provided technical support to computer laboratory users.
• Maintained PCs, software updates and operating systems.
• Assisted customers with computer and research-related concerns.
• Supported marketing, administration and inventory activities.

Bachelor of Science in Computer Science in Computer Science – University of Southeastern Philippines (1998-06 – 2002-03)

Bachelor of Science in Education in Physical Education – University of Southeastern Philippines (2004-06 – 2005-03)