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Customer Service Manager

Daly City, CA
March 26, 2019

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**** *******, **** ***

San Mateo, CA 94403


Cell Phone: 650-***-****


Salesforce Adobe Acrobat SAP Jira Cloudshare – SaaS Administrate – Learning Management System Metrics that Matters Gilmore Dropbox FlexLM FlexNet

Partner Management Account Management Product Management

Project Management Telecommunications Call Center Solutions VOIP Solutions

Unix Windows Microsoft Office

Technical Writing Computer Hardware


ForgeRock, Inc. San Francisco, CA Jan 2015 – March 2019

Delivery Operations Specialist

Partner and Account Management

Responsible for managing and supporting the training delivery operations of the organization.

Provided assistance to the Global Delivery Operations Manager including International regions

Ensure that the training management tool (Administrate) is kept up to date with student records and activities such as registrations, completed classes and issued certificates.

Responsible for setting up the virtual Lab environments for the class through Cloudshare SaaS including management of blueprints and generating reports.

Utilized Adobe Acrobat PDF editor and provided watermarked books to the students.

Utilized Salesforce to process sales orders and for account management.

Responsible for generating course books through Gilmore.

Responsible in setting up the class surveys and generating reports using Metrics that Matter application.

Provided training and support to delivery partners. Collaborated and communicated with partners and ensure the registrations and reports are updated on the training management tool. This also includes classes are setup and delivered correctly.

Responsible for setting up the components (such as the videos, course templates, communication emails and virtual Labs) and delivery of self-paced classes for partners.

Provided class badges to the students using the Acclaim application.

Triaging requests and providing resolutions to internal staff, partners and customers.

Provided technical and customer support to customers and partners.

Responsible for supporting the Learning Sales Manager in account management and partner related projects.

Crescendo BioScience, Inc., South San Francisco, CA April 2014 - July 2014

Customer and Technical Liaison

Focused on Product and Customer Support

Project Management

Provided technical and customer support to clients

Provided customer training utilizing the company SaaS based solution

Utilized Salesforce as reference in account management

Assisted and collaborated with customers to set up their Box account transfer their data.

Provided support to customers in managing their data in Excel; in-charge of tracking the activity and the progress from inception to completion in Jira

Utilized internal software applications such as Clims and VectraView admin tool in setting up customer accounts including their permissions and delegates

Interfaced and collaborated with different groups in the organization such as the Sales team, Customer Service group, Legal group, QA, Engineering team and various levels of management in resolving customer and product related issues

Dolby Laboratories, Inc., San Francisco, CA July 2013 – February 2014

Customer Support

Product and Operations

Provided customer and technical support to client’s dealer and reseller network, end users in the Cinema and Broadcast markets.

Responsible for triaging and resolving customer inquiries on variety of products such as the cinema servers and sound processors.

Utilized Salesforce and SAP to process and complete RMA requests.

Utilized CRM applications to generate software, certificates and site registrations for variety of cinema servers and facilities.

Established client accounts utilizing FlexNet and their entitlement in the system; provided support via phone, email and case management application – Salesforce.

Communicated and explained technical and non-technical information to customers along with staff members–Sales Operations, the License group, the Engineering group and management in different levels.

Utilized and contributed on our knowledge base tools in streamlining the processes resulting in increased performance and assisted in meeting the SLA’s-service level agreements.

Electronic Arts, Inc, Redwood City, CA Aug 2012 – July 2013

Operations Specialist

Focused on Platform Management, Product Support, Technical Support and Customer Support

Responsible for supporting the Origin platform, Core Products and 3rd Party Products.

Interfaced and collaborated with external users, internal teams such as Development Support, Publishing Support, Customer Experience and several Service Providers in providing information and resolutions.

Managed, provided information and resolutions to users and internal teams on cases submitted through different channels.

Collaborated with several teams within the company, assisted with issues that required in-depth diagnosis.

Iinterfaced with our System Operations team in finding resolutions with escalated issues. Responsible for steps documentation after resolution. Documentation used as reference in the knowledge base system.

Uutilized different platforms such as JIRA – ticketing system, Digital River – product entitlement and account history.

Utilized Windows networking concepts and utilities such as tracert, ipconfig and ping.

Acteva, Inc., San Francisco, CA October 2011 – July 2012

Account Manager

Focused on Product Support, Technical Support and Client Support

Provided client support with product configuration, modules and features.

Utilized Salesforce SaaS – for product training, reporting tool and maintaining accounts.

Established and maintained client relationship

Identified solutions and modules that will support the client’s organizational needs and goals

Responsible for troubleshooting, providing solution and communicating with customers thru email, live-chat and telephone support.

Interfaced with other departments such as Sales, Marketing and Engineering to provide feedback related to the platform and to improve customer experience.

Genesys Telecommunications Laboratories, Inc., Daly City, CA July 2007 -

October 2011 – Call Center Solutions

Operations Analyst in S/W Licensing Group

Focused on Product Support, Technical Support and Customer Support

Responsible for processing, generating, maintaining and updating software licenses for customers in relation with their product entitlement and agreements.

Provided analysis and troubleshoot customers’ requests; provided proper solutions in accordance with their contract agreement.

Responsible for proper configuration, implementation and troubleshooting of Genesys products such as SIP, GVP, CIM, ERS, IVR and Agent Desktop.

Utilized UNIX O/S, SSH and Telnet sessions in executing scripts to maintain customer accounts, to troubleshoot and generate license files.

Utilized different applications such as FlexLM SSLM (Self Service License Manager) license generator tool, Siebel and SAP.

In-charge of implementing, maintaining and troubleshooting 3rd party S/W products for partners and customers such as Nuance, Business Objects, GCIP and Dialogic products along with Genesys products.

Updated customer’s account information in SAP in different regions.

Maintained the Siebel account in relation to their Order, PO and Quotes for proper entitlement.

Interacted with different departments in different levels such as Account Managers, Sales Engineers, Product Managers and external customers to resolve outstanding issues and improve customer service.

Obopay Inc., Redwood City, CA May 2006 - February 2007

Technical / Customer Support Rep - Wireless and Finance Solutions

Product Support Rep

Assisted and provided solution to customers

Utilized different applications such as the financial platform to acquire and provide accurate information to customers.

Utilized scripts thru SSH to access, maintain, update and troubleshot accounts.

Responsible for completion of assigned tickets from customers with proper utilization of the Right Now Ticket system.

Responsible for testing the application online and on wireless devices, provided feedback to QA and Engineering department thru a dedicated error tracking application

and weekly meetings for problem resolution.

TomatoVine Inc., San Mateo, CA August 2005 - May 2006

Technical / Customer Support Rep - VOIP Solutions

RMA, Inventory, Shipping Coordinator

Maintained and troubleshoot customer accounts such as the IP PBX /Centrex Service including Virtual Office, Voicemail, Call Forwarding and Call Waiting.

Responsible for device configuration and troubleshooting Grandstream Telephone Adapters that supports SIP protocol associated with customer’s accounts.

Maintained and troubleshoot PSTN and VOIP Gateways that supports H323 and SIP Protocols which provided IP PBX / CENTREX solution, VOIP Gatekeepers that supports H323 and SIP Protocols which provides Billing and Routing solution.

Responsible for troubleshooting and providing solution in different interfaces of the system such as the Administration Console, Linux / SSH and CRM interface for end users.

Experienced in utilizing different helpdesk applications such as Parature which keeps track of customer's open issues and requests.

Provided customer service and technical assistance thru email and telephone support.

Experienced in a helpdesk environment and utilization of multiple software applications such as UNIX and Windows.

Coordinated and processed daily shipments using UPS and FedEx applications. Maintained and provided accurate inventory level; responsible for issuing RMA (Return Material Authorization).

SysMaster Corporation, Emeryville, CA September 2004 - August 2005

Technical / Customer Support Representative - VOIP Solutions

Responsible for installing, maintaining and troubleshooting PSTN and VOIP Gateways that supports H323 and SIP Protocols which provided IP PBX / CENTREX Solution, VOIP Gatekeepers that supports H323 and SIP Protocols for Billing and Routing Solution.

Assisted in troubleshooting and providing solutions in different interfaces of the system such as the Administration Console, Linux / SSH and CRM Interface for end users.

Configured, utilized, and troubleshot SIP and H323 Analog Telephone Adapters such as Cisco, Sipura and Grandstream devices.

Completed assigned tickets and track for completion in a timely manner.


Sprint Inc., PCS Group, San Francisco, CA January 2001 - May 2004

Technical / Customer Support Representative

Installed and maintained wireless analog and digital software.

Assisted in troubleshooting phones utilizing HP testing equipment.

Assisted customer support by accessing Sprint proprietary software applications such as RMS (Retail Management System) and PST (Product Support Tool).

Provided inventory analysis to management.

Sprint Inc., Broadband Wireless Group, Burlingame, CA October 2000 - December


Installation and Repair Technician

Installed Network Interface Cards.

Configured Windows 95/98 operating systems

Determined available IRQ's and resources to establish connections between the digital transceivers, modems and PC's.

Acquired and established the proper line-of-sight connection via a DV meter and CATV cable assembly.


Courses in Business Management

San Beda College - Manila, Philippines, Attended 1989 - 1991

Courses in Computer Business Applications

Regional Occupational Program, Daly City, Completed 1993

Certificate in Networking and Telecommunication

City College of San Francisco, San Francisco, CA, Completed 2002

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