Technical Support Specialist

ARIEL M. DELA CRUZ

Address: #** ******** **., ** **** Bayview Village, Cuta, Batangas City 4200

Cell Phone#: +63-091*-***-**** / 092*-***-****

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

WORK EXPERIENCE

Retail Technology Support Specialist, MDSC - Chevron Holdings Inc.

35th Floor, Yuchengco Tower, RCBC Plaza

6819 Ayala cor Buendia Avenues,

Makati City 1220 Philippines

October 10, 2011 - Present

●Takes Inbound and makes outbound calls as needed

●Assists callers (Managers, cashiers) at Chevron Gas Stations with issues on their Point-of-sale (POS) Systems, software and hardware issues, network issues, password resets and operation walkthroughs

●Exhaust all possible resources(tool shed, T6, Heat Tree) in solving a call before consulting with SMEs(Subject-Matter-Expert)

●Understand all email from the RTSC leadership team to be abreast of current issues, new procedures, upcoming changes, etc.

●Acts as OIC and monitors high priority cases and down or offline sites

●Creates emergency dispatches when needed

●Makes follow-ups on third-party vendors (Wayne, Fujitsu, Verifone, Gilbarco, MAKO Networks, Hughes Network) for technician dispatches (ETA) for issue resolution updates

●Exhaust all means to de-escalate calls before escalating to the SMEs

●Take actions on assigned cases (e.g. RTSC Follow-up, requests, endorsements made by SMEs/OICs/TLs);

●Answers RTSC Priority/Direct Line

●Process marketer’s Fuel Orders at fuelling terminals

●Creates Supply Notices and Outage Entries

●Process POS Orders and system upgrades

* Supports: North Americas and Canada.

Service Helpdesk Agent - JP Morgan Chase Bank N.A.

Retail Financial Services – Solutions Center

16th Floor Net Plaza Building

31st St., Zamora Circle

Bonifacio Global City, Taguig

November 16, 2009 – October 7, 2011

●Handles Inbound and Outbound calls.

●Provides assistance over the phone for Bankers(Tellers, Bankers, Assistant and Branch Managers, and Financial Advisors) with their daily tasks in the branch, which includes Teller Transactions, Account opening and closing for Bankers, and Employee Management in the system for Managers, and other transactions that can be done in a Bank.

●Also provides assistance for troubleshooting Banking System errors and Bank Hardware errors, hardware includes Teller Cash Dispenser Machine, Cashbox, Computers, Printers(Network and Local Printers) and other devices connected to computers being used in the branch.

●Coordinates with proper service departments globally for resolution of Banker’s concerns.

●Creates tickets for application errors and hardware malfunctions which are escalated to Tier II level for dispatch.

●Do Password Resets for Active Directory.

* Supports: North Americas

Technical Support Senior Assistant - DELL International Services Philippines

2nd Floor North Parking Building

SM Mall Of Asia Complex

Pasay City

May 5, 2008 – May 8, 2009

(Acquired by Teleperformance Philippines

May 8, 2009 – October 2, 2009)

●Handles inbound and outbound calls.

●Responds to customer calls using product and stored knowledge.

●Resolves customer questions and issues.

●Works to build customer confidence in the brand.

●When applicable, promotes opportunities for additional products and services.

●Performs additional work as may be required by the company from time to time under the terms and conditions, and according to the directions, instructions and control of the company.

●Provides assistance over the phone to customers regarding troubleshooting of the Hardware and Software of their Dell Computers (Laptops and Desktops), components drivers and software installation, also assists in doing internet settings and network setup, wired and wireless connections, printer connections, wired and wireless. Also provides basic use of software and operating system and also software troubleshooting.

* Supports: North Americas and Canada

Technical Support Representative - Verizon DSL Account

Teleperformance Philippines

10th Floor Tektite East Tower, Exchange Road

Ortigas Center, Pasig City Phone#: 63-02-632-****

March 1, 2008 – April 11, 2008

●Handles inbound and outbound calls.

●Responds to customer calls/e-mails using product knowledge.

●Resolves customer questions and issues.

●Works to build customer confidence in the brand.

●When applicable, promotes opportunities for additional products and services.

●Performs additional work as may be required by the company from time to time under the terms and conditions, and according to the directions, instructions and control of the company.

●Provides assistance over the phone to customers regarding troubleshooting, and other technical support for their internet/phone connections/computer setup.

* Supports: North Americas.

Technical Support Representative - SanDisk Account

Teleperformance Philippines

14th Floor Octagon Bldg., San Miguel Ave.,

Ortigas Center, Pasig City Phone#: 63-02-632-****

November 20, 2006 – February 29, 2008

●Handles inbound and outbound calls.

●Responds to customer calls/e-mails using product knowledge.

●Resolves customer questions and issues.

●Works to build customer confidence in the brand.

●When applicable, promotes opportunities for additional products and services.

●Performs additional work as may be required by the company from time to time under the terms and conditions, and according to the directions, instructions and control of the company.

●Provides assistance over the phone to customers regarding the use, troubleshooting, and other technical support for their MP3/Video Players, Flash Drives, Memory Cards and Card Readers.

* Supports: North Americas and Canada.

BAC Secretariat Staff - Bids and Awards Committee (BAC) Office

Provincial Capitol of Batangas,

Laurel Park, Capitol Hills, Batangas City

August 9, 2004 – November 21, 2005

●In-charge of checking/ascertaining the eligibility of suppliers and contractors to conduct business with the Provincial Government;

●Receives, records, checks all purchase requests of the different offices of the Provincial Government and produces a consolidated copy of the Annual Procurement Plan (APP);

●Compares item prices from the office purchase requests to the prices given by suppliers and contractors or canvass item prices from the open market and select the ones most favorable for the Provincial Government;

●Makes contracts and other documents needed for each transaction of suppliers and contractors with the government; does related work as required.

●also functions as a Computer technician – installs, troubleshoots and repairs computers, hardware and software.

Budgeting Assistant - Provincial Budget Office, Provincial Capitol of Batangas

Capitol Hills, Batangas City, Philippines

July 20, 2001 – August 8, 2004

●Records budget authorization, allotments and current expenditures of the Provincial Budget Office;

●Reviews submitted proposed municipal budgets for processing and reports to the budget analyst difference which may need additional review;

●Helps in the preparation of budgets and types of budgetary data; Compiles forms used in preparing budget request;

●Prepares payrolls and supporting papers; and does related work as required.

Budgeting Aide/ - Provincial Budget Office, Provincial Capitol of Batangas

Computer Operator Capitol Hills, Batangas City, Philippines

October 18, 1999 – July 19, 2001

Clerk - Provincial Budget Office, Provincial Capitol of Batangas

Capitol Hills, Batangas City, Philippines

March 23, 1998 – October 17, 1999

Computer Operator/ - Monde Denmark Nissin Biscuit Corporation

Clerk Sta. Rosa, Laguna, Philippines

November 1997 – March 1998

PERSONAL DATA

DATE OF BIRTH : August 5, 1975

SEX : Male SSS # : 04-3151344-1

CIVIL STATUS : Married TIN: 913-674-017

CITIZENSHIP : Filipino Passport: EB1386964

HEIGHT / WEIGHT : 5’6” / 180 lbs. Driver’s License: D01-92-068767

EDUCATIONAL BACKGROUND

COLLEGE : Lyceum of Batangas

Capitol Hills, Batangas City, Philippines

Bachelor of Science in Information and Computer Science

April, 1996

HIGH SCHOOL : Batangas State University (Formerly known as

Pablo Borbon Memorial Institute of Technology)

Rizal Avenue, Batangas City, Philippines

High School Diploma

April, 1992

ELEMENTARY : Divine Child Parochial School

Basilica Site, Batangas City

Elementary Graduate

March, 1988

Course of Instruction : Microsoft Visual Basic 6.0

Informatics Computer Institute

Kumintang Ibaba, Batangas City, Philippines

June – July, 2000

SKILLS: Multi-tasking, Graphical Designs, Typing, Drawing and Drafting, Electronics, Driving, Photography(Analog and Digital), blogging and Mountaineering/Outdoors Skills.

On-the-job Training : Market Researcher

C & T Global Futures Exchange Inc.

Jaka Bldg. I, Ayala Avenue, Makati City, Philippines

April 1 – June 5, 1995

Career Service Professional Examination : June 29, 1997

RATING: 81.89

CERT. #: 96147792

Dell Computers Certified Resolutions Specialist

COMPUTER BACKGROUND

a)Windows Operating System (’95, ’98, ME, 2000/NT, XP, Vista, 7, 8, 10 editions)

b)MSOffice – Word, Excel, Powerpoint, Frontpage, Publisher,Outlook(2000, XP, 2003, 2007, 2010, 2013)

c)Salesforce and Success Factors user for 5 years now

d)HTML

e)Adobe Software – Acrobat, Photoshop, Lightroom, Elements, In Design, etc.

f)MSOffice Picture Manager, and other Photo Editing Software

g)Set-up & Installation, Troubleshooting and Repair of Computer Hardware and Software

h)Anti-Virus, Security Software

i)DSL, Internet, E-mail, Web Search, Messaging

j)LAN, Networking (Wireless, Wired)

k)Active Directory, Citrix, Password Reset

l)MSDOS

m)Turbo Pascal

REFERENCES

Mary Joyce Favor Tolentino

Team Lead

Retail Technology Support Services

Chevron Holdings, Inc

Mobile Phone# - 099********

Sheen Boyd Lucido

Subject-Matter-Expert

Retail Technology Support Services

Chevron Holdings, Inc

Mobile Phone# - 099********

I hereby certify that all information in this resumé are true and correct to the best of my knowledge.

ARIEL M. DELA CRUZ

Applicant

Contact this candidate