Customer Service Technical Support

Location:

Angeles, Central Luzon, Philippines

Salary:

24000

Posted:

October 17, 2017

Contact this candidate

Resume:

ARNEL O. OZAMIS

E: ***********@*****.*** M: 091********

**** *** ***** **., ***** M. Recto, Angeles City, Pampanga 2009

TECHNICAL SUPPORT ASSOCIATE

Flexible Support Agent who undertakes complex tasks, meets tight schedules and delivers superior customer service experience.

Possesses Technical knowledge in Windows Operating System, DSL Networking, and Android Devices. Applies strong troubleshooting skills in Android, iOS, and Windows OS. Performs with a strong sense of urgency and thrives in a fast paced setting. Fluent in English. Technical competencies include:

Modem/Router configuration for PPPOE connection Wireless configuration for MAC and Windows OS VPN software installation and configuration for PPTP and OpenVPN connection Email client configuration for Mac and Windows PC.

PROFESSIONAL EXPERIENCE

Freelance Researcher September 2016 – September 2017

SUTHERLAND GLOBAL SERVICES Clark, Pampanga August 2014 – September 2016

MICROSOFT - The largest Operating System Provider both for PC and hand held devices, more than 60% of computer users

uses Windows 7, Its best known software products are the Microsoft Windows line of operating systems, Microsoft Office office suite, and Internet Explorer web browser.

Microsoft Answer Desk Windows

Responsible in assisting customers in installing and activating Windows operating system, performs PC troubleshooting and repair, virus removal, software compatibility check and troubleshooting, advanced PC tune up, Internet connection troubleshooting.

Acquired numerous commendations for resolving customers issues.

Able to sell approx. 40 services and upsells per month that helped Microsoft to gain revenue.

Delivered Excellent Customer Service that generated positive survey from customers.

KINETIC HUMAN DIVISION Angeles City, Pampanga May 2014 – August 2014

PROXPN - One of the best VPN providers today, proXPN is a free, easy to use service that secures your internet connection against eavesdropping, masks your location, and allows you to access your favorite sites no matter where you live or travel to.

Technical Support Representative

Responsible for Proxpn VPN software installation and connectivity troubleshooting for iOS devices, Mac OS, Windows OS, and windows devices through Point to Point Tunneling Protocol and Open VPN Connection, supports manual configuration and software usage, handles customer account information update, refund and cancellation of premium subscription, provides advanced support that prevents the VPN software from working through phone, e-mail, and live chat.

Improved phone support by providing enhanced troubleshooting steps that customers can easily follow.

Acquired a commendation from existing customer during the first week of training, first ever from the support desk.

Improved teams performance in resolving customer’s issues by sharing best practices.

NCO Clark Clark, Pampanga May 2012 – Feb 2013

T-Mobile Gen Care - Operates the fourth largest wireless network in the U.S, ranked as the highest among major wireless carriers for retail-store satisfaction four years consecutively and highest for wireless customer care two years consecutively.

Customer Care Associate

Responsible for handling customer issues over the phone, provides accurate information to customers inquiry about product and services, handles customers account issues such as information update, change of responsibility, payment arrangement, payment processing and billing inquiry, performs troubleshooting to network connectivity for Android and iOS smart phones, performs up-selling to increase programs revenue.

Able to generate approximately $300 per week in up-selling.

Finished Product Specific Training and Nesting Period as the Top 3 Overall performer.

Improved Site performance by providing excellent customer service.

Teletech SM Bacoor, Bacoor Cavite Jan 2009 – Jun 2010

AT&T DSL and Internet Services – One of the leading telecommunications companies in the U.S., AT&T is the 23rd-largest company in the world as measured by a composite of revenues, profits, assets and market value,[8] and the 16th-largest non-oil company.

Technical Support Representative Level 2

Responsible in providing solutions for network and internet related problems associated with AT&T Internet Services such as connectivity issues and DSL installation over the phone, provides configuration on wireless routers/modems for Windows and Mac PC users, provides email client configuration for Windows and Mac OS, conducts one on one coaching to enhance and improve individual and team performance on First Call Resolution and Customer Survey.

Valued as one of the Sites Best Agent, ranked #3 Overall out of more than 300 agents.

Awarded as the Quality Assurance Champion for the month of May 2009 with an average score of 96%

Conducted one on one coaching to team mates to improve individual stats.

EDUCATION

Bachelor of Science in Civil Engineering

ADAMSON UNIVERSITY Ermita, Manila 2003

TRAINING ATTENDED

Title Institution Duration Date Completed

Call Center Training Informatics Baguio 240 Hours March 07, 2006

CHARACTER REFERENCE

Name: Junielyn Layon

Contact #: 090********