Customer Service Engineer
Resume:
GRACE DEPASUCAT CACERES
** ****** ******* ******* ****
Mobile No : 099********
************@*****.***
Flexible and fast learner
Open-minded
Good oral and written communication
Knowledge in Computer Operations
July 2017 to May 2018 Hewlett Packard (Tech Sales)
9th Flr two ecom Mall of Asia
Troubleshoots HP product line (DESLTOP/ LAPTOP) all models
Assist user in setting up pc (brandnew or newly reset or repaired
Install softwares and hardware peripherals scuh as Bluetooth headset, wireless
Mouse, Camera, printer and scanner
Pc set up modem –router pc or laptop
Reset password recovery
Assist user in installing security softwares or pc antivirus
Re install windows, assist email set up
Pc recovery flushing BIOS, system recovery, pc reset
Assist on pc navigation
Sales support software antivirus and pc warranty
June 2016 – June 2017 Capital One Philippines Support Services Corp.
5150 North Bridgeway, Northgate Cyberzone,
Filinvest Corporate City, Muntinlupa City.
Responsibilities:
Provides assistance in Credit card Activation, Adding authorize users
Assist in Managing Online Banking
Process payment through checking and debit card
Release Pending payment (Fund verification with other banks)
Process LSRP (determines fraud charges or Disputes)
Aug 2010 – March 2011 Lexmark Research & Development Corporation
Lexmark Plaza 1, 2 & 3
Samar Loop corner Panay Road
Cebu Business Park
(Australia and New Zealand Account)
Responsibilities:
Provides support to Lexmark printer technologies (All-in-one printers, Dot matrix printers, Inkjet printers, Colour printers Mono Laser printers
Assist Client on how to do Scan to Email, Scan to Fax, Scan to File, Scan to ftp
Set up and Install the printer on a wireless network Setup
Configuring the printer wirelessly using WPS (Wi-Fi Protected Setup
Installing the printer on other computers
Setting up the printer to fax, Scan
Fax troubleshooting (Cannot send faxes,Cannot receive faxes)
On the phone assist on Printer repair, Paper jams, Clean print head, envelope printing, Cartridge installations .
Dec 2007 – Aug 2010 Convergys
Asiatown IT Park, Asiatown IT Park,
Cebu City, Cebu, Philippines
Account Time Warner Cable - Road Runner
Level 3 Technical Support / Mentor on Duty
Responsibilities:
Transition POC (Assist Transition Agents, does coaching)Sept 08-June 09
Vault Admin Functions (Outage Notification System)
Ticket Approvals (Guidelines for Tier3 Escalation Approval)
PHP Issues (PHP Troubleshooting, Tulix Escalations)
CAISS (CAISS Troubleshooting, CA Escalation Procedures)
Using Eventrak Tool (Creating NOC Tickets, Different Ticket Types)
ESS Tool (Understanding Call Volume)
Outage Notification System (How to post Outages, When to post Outages and When to Remove them)
Queue Management (Using Avaya CMS)
3D Queue Spreadsheet (How to Use the Sheet, Interpreting the Data)
Advanced Remedy Use (Creating Macros, Advanced Searches)
E-Paging (Understanding E-Page Process)
April 2007 – Dec 2007 TeleTech Customer Care Management Philippines Inc.
Oakridge IT Center, 880 A.S. Fortuna Street,
6014 Mandaue City, Cebu
Account Technical Support Engineer
Tier -1 Support (Accenture Account )
Responsibilities:
Troubleshoots internet Connections connection using DSL line, configurations and setting up connection using MAC/Windows computers to be able to connect to the internet.
Modem correct configuration of the modem and physical connection from the modem to the computer, supports 2wire modem, Speedstream 5100A and 5100B, Alcatel modem, etc. Providing guidance on proper installation of the modems together with there drivers and software.
Routers installation and connection(Belkin,D-link,Dell,Linksys,Netgear), from the modem-router- computer and proper configuration.
Mail Applications - providing correct configuration on their email programs such as Outlook Express,Outlook 2003, Mac Mail, Thunderbird, etc and troubleshooting.
Supports Windows XP, Windows Vista, MAC OS 8 to OS X and applications that supports Windows/MAC computers such as FTP software, browsers, etc.
January 2006 – March 2007 Technical Support Engineer and Customer Service Representative
CALLTEK Center International
4th Floor JY Building, Salinas Drive,
Lahug, Cebu City 6000
Responsibilities:
PC Networking for both Wired and Wireless
Configure Wireless cards(Orinoco,Belkin,D-link,Dell,Linksys,Netgear)
Network Infrastructure, WAN and LAN
Knowledge in VPN, Telnet, Cisco Router, Server
Provides support for all Windows OS, ME,2000,XP,VISTA
Provides support for all Macintosh OS 9 & OS X
Internet Browser(Safari,Mozilla,Netscape,IE all version)
Email Client Software (Outlook express,Microsoft Outlook 2003,2007
Windows Mail,Mac Mail)
Supports High Speed Internet Access (HSIA) systems for hotels
Billing Support provides real time check and credit card processing services
College
June 1998 – 2004 Bachelor of Science in Hotel and Restaurant Management
University of San Carlos
Cebu City
Secondary
June 1993 – March 1998 La Consolacion College
Bacolod City
Birth date: June 10, 1980
Sex: Female
Status: Single
Weight: 90 lbs
Height: 5’
Charibelle DeAcosta Catherine Paraiso
Unit Manager Team lead
Capital One Philippines Support Services Corp. Convergys
Mobile:091******* 091********
Kaito Shimizu
Team lead
Convergys
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