Customer Service Technical Support

Michael Ray G. Dingal

*** *.*. ****** **., Cabancalan,

Mandaue City, Cebu 6014

Mobile No. : 093********

Email Address : *********@*****.***

PERSONAL BACKGROUND

Name : Michael Ray G. Dingal

Age : 32

Birth date : September 29, 1985

Place of Birth : Cebu City

Sex : Male

Civil Status : Single

Citizenship : Filipino

Religion : Roman Catholic

Educational

Attainment : College Level (5th yr. B.S. Computer Engineering)

EDUCATIONAL BACKGROUND

College : STI College (Systems Technology Institute)

40 Salinas Drive, Lahug, Cebu City

Bachelor of Science in Computer Engineering

Secondary : Cebu City National Science High School

Labangon, Cebu City

Elementary : Marie Ernestine School

Formerly at Nasipit Talamban, Cebu City

SKILLS:

Computer Skills

Microsoft Office (Word, Excel, Powerpoint)

Computer hardware

Knowledge of the basics of Windows Operating Systems (XP, 7, 8)

Able to type at least 40wpm

Basic networking and troubleshooting

-NAT

-Port Forwarding

-MAC/IP filtering

-Knowledge of routers/gateways/switches/hubs

Intrapersonal Skills

Over the years, I have managed to develop and practice intrapersonal skills needed to be able to grow in the career I have chosen. I am able to manage emotions based on what is expected of an employee. When faced with a difficult decision, I weigh my options and think outside the box to come up with the most feasible and justifiable choice. I have learned that in order to grow, one must not be selfish, but instead, be selfless; one must give credit where it is due; and most importantly, respect the people around you whichever position they are in.

WORK EXPERIENCE

AEGIS, Inc. ( JAGEX )

August 02, 2013 – March 29, 2014

Position: Technical Support for Jagex, Inc. (Tickets/Email support/Chat support)

- As a Technical Support Representative for Jagex, it was my duty to keep players in-game by helping them whenever they experience any technical issues with any Jagex games. It was also my duty to track bugs, replicate them, and forward them to the bugtracking team in Cambridge, UK, for further investigation.

Skills:

-Knowledge of Java and Java applications.

-Knowledge and understanding of computer hardware and its relation to certain applications.

-Customer empathy; being able to understand customer issues and maintain a professional interaction.

-Problem solving; being able to give the best answer and/or solution to customer issues while requiring the customer the least amount of effort.

STREAM ( MICROSOFT XBOX )

April 02, 2014 – September 08, 2014

Position: Technical Support Professional Level II for Xbox (Chat support)

- As a Technical Support Professional at Stream-Convergys for Xbox, it was my duty to assist customers resolve console issues that prevent them from being able to enjoy the features of Xbox 360 and Xbox One. Not only was I assigned technical duties, I was also assigned to handle both billing and customer support which revolves around Xbox accounts, game ethics, and customer education.

Skills:

-Console (Xbox 360/One) navigation

-Knowledge of console functionalities and features

-Networking

-Billing

-Customer education

Xerox Business Services ( TRAVELERS INSURANCE )

August 23, 2015 – August 10, 2016

Position: Transaction Processor for Travelers Insurance (Data Entry)

- My duty as a Transaction Processor for Travelers Insurance are to encode insurance claims into electronic data to be stored in a server database to provide the client with easy access to their customer’s information. These information are mostly personal and sensitive information so it is our duty to maintain confidentiality to ensure the safety of the client’s customer information.

Skills:

-Able to type at least 40wpm

-Efficiency

-Keen attention to detail

-Able to identify the different forms used

Northern Lights Technology Development

October 03, 2016 – July 21, 2017

Position: Typesetter/Data Analyst to Customer Service Representative for Carlsoncraft

- As a Data Analyst, it was my job to process print orders for Carlsoncraft and encode text and/or designs on card templates as specified by a customer to achieve the look that they want. I encode text with specific instructions and make sure those instructions are followed by using in-line codes to adjust how the text will show on the card. Carlsoncraft offers Wedding invitations, Thank You cards, Graduation Cards, and many more and it is my job to make sure these cards will be up to standards for the customer for their special event.

-After 2 months of Data Analyst work, I was transferred to the Customer Service department because they needed people for Customer Service. I answered both emails and chats and maintained good customer relations by understanding their issues, finding options, and creating solutions to their problems without compromising company policies. I also handled email outreach to make sure the company gets exposure online.

Skills:

-Ability to type at least 50 wpm

-Keen attention to detail

-Ability to follow given instructions without supervision

-Customer support

-Email outreach

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