Customer Service/Technical Support

Ryan Kristoper B. David

Angeles City, Pampanga, Philippines

*************@*****.*** / +639**-***-****

• 6 plus years of work experience in BPO industry and in providing customer service/technical support

• 4 years of experience in web-hosting support, CPanel, email configuration and domain management

• 3 years of leadership experience handling a team of support agents

• knowledge in using Zendesk, Cayzu, OS Tickets, AutoTask ticketing platform

• knowledge in MySQL and using Linux OS such as Ubuntu, CentOS and Xen

• experience in providing remote support using Remote Desktop, Teamviewer, VNC and Logmein tools

• knowledge in installing and using VMware and Virtualbox application

• experience in using Tawk, Snapengage, Sparks, Provide Support and Easylive Chat Support Platform

• strong skills in phone, email and multi chat handling Work Experiences

Senior Technical Support Engineer at Duke Software Development Centre, Clark, Pampanga December 2016 - present

-providing technical support assistance to Burger King stores thru phone, chat and email

-troubleshooting issues the store is experiencing with their kitchen management software (KMS)

-updating KMS' sql database when there are new products and values that should be added

-communicating with the Franchisee's IT manager and firewall vendor when there is an issue with the remote connectivity to the KMS

-performing mandate monitoring and health checks on VIP stores by making sure that KMS is smoothly running and in excellent working state

-troubleshooting and configuring pos of Burger King and Hungry Jack’s stores

-sending daily and monthly sales and stock report for supported Burger King stores in Asia (Singapore, Malaysia, Taiwan, Vietnam, and Sri Lanka)

Support Agent (Work-from-Home) at McClain Concepts, Rancho Santa Margarita, California February 4 – August 11, 2016

-assisting clients with their inquiry of our offered service via email and chat platform

-processing tickets with regards to customer’s issue with their account’s logins and forms

-updating customer’s information on their forms prior to filing the papers to the court

-providing follow ups with customer’s divorce proceedings

-processing payments and upgrading services as well as uploading needed additional forms Senior Tier 2 at GFL Systems, Clark, Pampanga

December 01, 2011 – November 23, 2015

-assisting clients with their web hosting account issues via email, ticket and chat platform

-processing old and priority one tickets

-distributing child tickets from the master issue for the agents to immediately notify customer if a server side issue occurred

-handling escalated chats from tier 1 and 2 agents

-responding to escalated customer's inquiry and issue via email

-creating daily shift report for the status of tickets, email and handled chats of the team

-coaching agent’s work to have a better work statistics

-attending manager’s meeting in cases of global issues such as server down time, cluster issue, etc.

- providing advanced web hosting technical assistance thru email, chat and ticket such as troubleshooting and replicating php, asp, asp.net related errors and the likes

- troubleshooting email related concerns such as issues with sending and receiving, various bounce back error message, full message headers, domain is not in sendmail, etc.

-checking domain’s name servers and dns records if resolving properly and if client uses default dns records, mx records etc.

-providing steps and basic settings (default ftp/email settings, steps to redirect domain thru htaccess, steps to create email accounts etc)

Customer Service Representative at Teletech SM Pampanga

(November 2010-May 2011)

-Assisting US/Canada based clients regarding their inquires and concern about their services

-Helping clients in troubleshooting their devices via phone conversation

-Managing customer’s payments and billing charges, inquiries and concerns

-Selling additional services, promotions and upcoming new devices IT Sales Advisor at PC One Doha, Qatar

August 2007 - August 2010

-troubleshooting PC and Laptop both hardware and software

-reformatting and installing OS,drivers and software applications for Mac and PC

-assembling System unit as per customer's choices.

-providing additional assistance for customer's better knowledge in purchasing any IT related stuff

-creating weekly reports for all technical matters for reference Computer Instructor at Dominican School, Pampanga

June 2006 - March 2007

-teaching computer subject in primary and secondary level

-responsible for the maintenance of all the computer units and the network

-preparing and submitting weekly class reports

-in charges of all IT related activities

Educational Background

Diploma in Computer Programming

Don Honorio Ventura College of Arts and Trades

Bacolor, Pampanga, Philippines

Date Graduated: April 2005

Personal Information

Status: Married

Age: 31 years old

Blood type: O

Height: 5’ 6”

Weight: 210 lbs.

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