Customer Service Technical Support
Resume:
JAYSON R. ALFONSO
Address: **** ******* ** *** ******, Santa Clara, California, 95054
Mobile No.: 408-***-****
Email: ******.********@*****.***
CAREER SUMMARY
. Bachelor Degree in Computer Science
. 10+ years experiences in IT field
. 8+ years experiences in Technical Support Professional - Customer Service
. Highly motivated, dependable troubleshooter and problem-solver
. Able to focus on priorities and to organize work to deliver on time.
. Flexible to work under pressure and to respond quickly
. Able to work in a multicultural environment
. Hardworking and can easily adjust or learn new knowledge whether related
to my profession or not
. Have positive attitude and strives to provide an excellent level of
customer service to both internal and external customers
. Ability to work productivity and build strong relationships with a
diverse range of people
. Ability to work on own initiative without supervision and a team player
. Enthusiastic learner who quickly grasps new concepts and technical skills
. Excellent English communication skills, both verbal and written.
. Excellent performance and multitasking capabilities
. Reliability and Decision making skills
. Problem analysis, use of judgment and ability to solve problem
efficiently
PROFESSIONAL EXPERIENCE
. Warehouse Assistant Manager Omega Technology GTI
April 2014 - Present
. Lead Document Controller SK Engineering &
Construction Dec. 2012 - Jan. 2014
. Lead Document Controller
& IT System Administrator FERNAS
CONSTRUCTION Co. Nov. 2008- Dec. 2012
. DELL Hardware Warranty Support STREAM GLOBAL SERVICES June
2008 - Nov. 2008
. Technical Support Professional 2 (CRM) AOL MEMBER SERVICES
May 2000 - June 2008
. Computer Technician (Part-time) CHOWKING FOOD CORP.
June 1999 - Nov. 2008
AWARDS, TRAINING, SEMINARS & OTHER SKILLS
. Awarded as the Best Performer of the year 2013 (SK Engineering &
Construction - Qatar)
. Seminar/Training of Dell Enterprise Forum US 2013, San Jose, California,
USA
. Seminar/Training of Cisco Live 2012 Educational & Training Curriculum in
San Diego, California, USA
. Completed Four EPIC Final Project Dossier Documentation (Client: Qatar
Petroleum)
. Awarded as the Most Valuable Player in the whole Technical Department
(BPO-Call Center)
. Completed Training for DELL E-mail & Hardware Warranty Support
. Effective Business English Writing Seminar-Workshop
. SQL Relational Database Management Training
. Superior computer skills including proficiency with Microsoft Apps (Word,
Excel, PowerPoint, Access,
Outlook & Microsoft Exchange / OS / Server / Client)
. Network Management Skills (LAN/WAN: Wireless Routers, Switches,
Firewalls,TCP/IP (IPv4), DNS, etc.)
. More than 10 years of experience in IT fields / Help Desk & Client
Support
. Visual Basic Programming skills
. Extensive knowledge of electronic Document and Materials control systems
and associated software
. Strong Skills in Documentation - Document Management System
. Teamwork & Time Management Skills
. Able to establish and maintain effective communication with peers,
subordinates and superiors.
. Able to focus on priorities and to organize work to deliver on time.
. Demonstrated Customer Service Skills and Focus
EDUCATIONAL BACKGROUND
Bachelor's Degree - 1996 - 2000
Field of Study: Bachelor Degree in Computer Science
Major: Computer Science
Institute/University: Holy Angel University, Philippines
Secondary - 1992-1996
High School Diploma
Guagua National Colleges, Guagua, Pampanga, Philippines
PROFESSIONAL EXPERIENCE - DETAILS
OMEGA GTI is a full-service, independent distributor of electronic
components headquartered in San Jose, California, heart of Silicon Valley.
By combining the extensive reach of our international electronic supply
connections with our strategic location, we provide an unparalleled
service to Silicon Valley customers and global partners along with
expediting delivery of quality parts.
Position Title : ASSISTANT WAREHOUSE MANAGER
Position Level : Professional/Managerial
Industry: Technology - Electronic Components
Duration: April 2014 - Present
Job Description:
. Systematically storing the items
. Maintaining the inventory levels and keeping track and record for the
damaged parts
. Ensuring smooth execution of various functions, such as receiving
dispatching, stocking and requisitions
. Coordination with vendors and transport service providers for receipt
and dispatch of products
. Supervising the maintenance activities of the machinery and equipment
. Correct documentation and adhering to the safety guidelines
. Working with the Fishbowl software for the receiving, picking and
shipping transaction
SK ENGINEERING & CONSTRUCTION (www.skec.com) - SK E&C has continuously
pursued stability and growth based on its top-notch technical expertise
and outstanding management capabilities in various areas of construction
including national infrastructure, housing, plants, eco-friendly
incinerators and nuclear power plants, as well as its U-business that
includes wireless mobile communication equipment. Through the years SK E&C
has been evolving and developing to create "Build the Great, Great Life,
Great World."
. Client: Qatar Petroleum
. Two Projects in Qatar:
Position Title 1: LEAD DOCUMENT CONTROLLER
Position Level : Professional
Specialization : IT/Computer - Network/System/Database Admin/ Project
Dossiers
Industry: Petroleum / Oil & Gas (Engineering, Procurement, Commissioning).
Duration: December 2012 - January 2014
Job Description: Same as below for Lead Document Controller and Technician
FERNAS CONSTRUCTION CO. - Leading EPIC Company from Turkey operating in
Middle East, Turkey, India and Central Asia Countries.
P.O. Box 32398, QP Site Office Complex, Bu Samra Road. Abu Nakhla, Doha,
Qatar
Tel: +974-****-**** / 2942 / 2943 / 2947 Fax: +974-****-****
. Client: Qatar Petroleum
. Major Projects:
< Advanced Epic Package For The Upgradation Of Drainage Network In QP
Refinery, Mesaieed
< Engineering, Procurement, Installation & Commissioning (EPIC) of Gas
Supply to Mesaieed Consumers (GSMC)
< EPIC of Gas Supply to Ummbab & Dukhan (GSUD) and Gas Supply to QAFCO-
05
< EPIC of Fuel Gas Supply to QNCC-IV and GCC-1 Plants at Ummbab Area
< EPIC of Consolidated Gas Supply Projects within Mesaieed and Ras
Laffan
Position Title 1: LEAD DOCUMENT CONTROLLER
Position Level : Professional
Specialization : IT/Computer - Network/System/Database Admin/ Project
Dossiers
Industry : Petroleum / Oil & Gas (Engineering, Procurement,
Commissioning).
Duration : November 2008 - Present
Job Description:
. Establish and maintain Document Control Centers for the project in line
with the ISO standards and the company policy and procedures to assist
the project management by using Qatar Petroleum Specification, Standards
and procedures to maintain the robust, reliable and efficient
registration.
. Receives, register, distributes and store correspondence, drawings,
specifications, procedures, tender documents, vendor data's, codes &
standards etc. and ensure all submittals letters, transmittal must be
acknowledge received by the recipient.
. Implement standard procedures for receiving, dispatching, distributing &
filing of documents being handled in the section.
. Prepare letters as instructed and in accordance with precedent and
directed mail to other staff members for their action and update all
incoming and outgoing correspondence from the Engineering and Planning
department to clients.
. Monitor outstanding document for client and Subcontractor action (Method
Statement, All Discipline Drawings, Vendor documents and Technical
Queries, etc.)
. Responsible in document controlling with coordination, in which I am
working with database system in issuing and distributing all drawings
and site correspondence to all suppliers, subcontractors, consultant and
project team members.
. Ensure that the latest revision and approval status of drawings,
documents and agreements are keep updated.
. Enters and retrieves information using Personal Computer or other data
processing equipment and receive and reviews coded and encoded sources
documents; reviews data and makes routine corrections.
. Receives and processes classified information and treats them with
strict confidentiality updating, reviewing, compiling and preparing
reports/statements of incoming/outgoing correspondence, all types of
documents including Subcontractor approvals, Material approvals etc. and
submitting to the top management as and when required.
. Handling and informative system of matrix for distribution of project
correspondence, Inspection Request, shop drawings, Engineer's
comments/approvals on site clarifications, work notifications, document
submittals, material submittals, area of access handover, developed by
the project management.
. Preparing project dossier, Main Index, Section Index, Volume Index & Fly
sheets.
. Assisting Client in Reviewing the Project Final Documentation (Project
Dossier).
. Prepare Summary of technical bid evaluation to be submitted to Client
for Approval.
. Prepare and organize Tender documents including Technical and Commercial
proposal in pursuance of ITT/ITB.
. Proper distribution and auditing controlled documents, maintenance of
electronic department directories, tracking and reporting on document
review progress.
. Review and proofread documents for consistency of document format and
system concerns.
. Keeping custody of general files, confidential documents and other
relevant documents of the company.
Position Title 2: IT SYSTEM ADMINISTRATOR
Position Level : Professional
Specialization : IT/Computer - Network/System/Database Admin/ Project
Dossiers
Industry : Petroleum / Oil & Gas (Engineering, Procurement,
Commissioning).
Duration : November 2008 - Present
Job Description:
. Provide hardware and software maintenance, training and consultation,
and recommendations about
future planning and development of resources
. Provide Network and Database access and setup security policies for
users.
. Email Setup / ISP configuration and maintenance.
. User Administration (setup and maintaining account)
. Verify that peripherals are working properly and keep the IT hardware,
software & license list up to date
. Quickly arrange repair for hardware in occasion of hardware failure in
an effective & efficient manner
. Monitor system performance, network communication, back-up process and
ensure it is operating
satisfactory
. Install Software and update system as soon as new version of OS and
application software comes out
. Implement the policies for the use of the computer system and network
(LAN/WAN: Routers, Switches, Firewalls,TCP/IP (IPv4), DNS, etc.)
. Diagnose hardware/software faults and solving technical and
applications problems.
. Maintain record for more than 120 laptops and desktops unit and log &
list of required repairs
. Maintain robust, reliable, efficient and flexible telecommunication
and computer-based systems
. Resolves system malfunctions, maintains system integrity and security
measures
. Configure, install and update drivers for all working machines such as
Server Printer/Scanner/Xerox, Plotter and other related hardware
. Installs, assembles and configures computers, monitors, network
infrastructure, router, Wi-Fi, pulls cables and rewires or directs the
rewiring of cables as required for new installations and office
reconfiguration.
. Providing supports and client services onsite / remotely
. Coordinated with engineers, vendor and clients from diverse geographical
locations including USA, Italy, Germany, UK and India for the
construction, procurement and installation of the major projects.
STREAM GLOBAL SERVICES, - (Formerly eTELECARE GLOBAL SOLUTIONS, INC.), a
premium business process outsourcing (BPO) provider specializing in
customer relationship management services including sales, customer care
and technical support services that increase revenue generation, improve
operational efficiencies and enhance brand loyalty for many Fortune 1000
companies.
Clark Special Economic Zone, Clarkfield, Pampanga 2023, PHILIPPINES, Tel
No. +63-045-***-****
Position Title : DELL HARDWARE WARRANTY SUPPORT (Laptop & Desktop)
Position Level : Professional
Specialization : IT/Computer - Network/Internet Connection / Software &
Hardware Support
Industry : BPO Call Center
Duration : June 2008 to November 2008
Job Description:
. Provides technical support through e-mail/chat and outbound calls to
Dell customers for Americas and Europe/Middle East/Africa (EMEA)
regions.
. Troubleshoot and help customer with problems and difficulties in their
Dell System such as hardware and software problem, BIOS and RAID Setup,
Setup Wireless Network, DSL and Dial Up.
. Disassembly and Reassembly of DELL Desktop & Laptop.
. Provide troubleshooting steps up to replacement of faulty part(s).
. Do call out for ownership verification and troubleshooting (US, UK and
IE Customers).
. Do ownership of the problem of customer until problem resolved.
. Provides technical support to Dell customers via e-mail on Dell-branded
hardware components.
. Resolves software problems online and Internet connection issues.
. Use multiple database, tools and screens to access information related
to the inquiries of the customer.
. Perform outbound calls to customers to verify and clarify information in
regard to their e-mail to Dell.
. Dispatch replacement Dell-branded parts and peripherals such as
portables and desktop systems and put into the ticketing system.
. Handles technical and software inquiries promptly in accordance with
established e-mail flow and procedures.
AOL MEMBER SERVICES PHILIPPINES, INC. - A global leaders in sourcing,
creating, producing and delivering high-quality, trusted, original content
to the customers. AOL is a leading-edge web services company, with an
offering of premium and nice content sites, world-class tools and
platforms.
Clark Special Economic Zone, Clarkfield, Pampanga 2023, PHILIPPINES, Tel
No. +63-045-***-****
Position Title : TECHNICAL SUPPORT PROFESSIONAL - Level 2
Position Level : Professional
Specialization : Customer Satisfaction/Focus/Excellent Support
Industry : BPO Call Center - Customer Relationship Management/Customer
Service
Duration : May 2000 to June 2008
Job Description:
. Worked as TechMail and TechLive Senior consultant providing technical
assistance to AOL members through e-mail and live chat, supporting the
installation, configuration and troubleshooting of the AOL software
together with related programs and applications.
. Worked as a technical support professional by assisting customers from
different countries; receiving, assessing, troubleshooting and resolving
support requests for products such as computer hardware and Internet
Service Provider (ISP) connections. And analyzing the source of problems
reported, locating trends and recommending measures to minimize or
eliminate future occurrences.
. Troubleshoot and help customer with difficulties in their AOL features
such as e-mail, instant message, chat, ftp space, profile, connectivity
(dial up and high speed), browsing and other AOL partner - products such
as McAfee and basic Windows features.
. Multitasking responsibilities include web tools, Net Agent, Swift Mail
and Sherlock software.
. Support a variety of clients and platforms.
. Interact with fellow team members to solve problem and serve as an
individual contributor as well as team member.
. Solve simple, moderate to complicated problems which require some
independent thinking.
. Use communication skills to provide top-notch customer service to
internal and external customer.
. Interact internally/externally on a daily basis to achieve
department/work unit goals
. Attained different training provided by the company for the improvement
and development of troubleshooting techniques and to develop strong
customer relationships.
. Keep records of customer interactions and transactions, recording
details of inquiries, complaints, and comments, as well as action taken.
. Check to ensure that appropriate changes were made to resolve customer's
problem.
. Contact customers to respond to inquiries with unresolved issues.
. Confer with customers by telephone or by e-mail to the follow-up
resolution given in resolving the customer's issue.
CHOWKING FOOD RESTAURANT - A highly competitive fast food restaurant
industry in Philippines.
Position Title : Computer Technician & Network/Internet Support
Position Level : Part-time Job
Specialization : IT/Computer - Network/Internet Connection / Software &
Hardware Support
Industry : Fast Food Restaurant
Duration : June 1999 to November 2008
Job Description:
. Installs, configures and upgrades operating systems and software, using
standard business.
. Installs, assembles and configures computers, monitors, network
infrastructure, router, Smart Broadband and peripherals such as
printers, modem and related hardware; pulls cables and rewires or
directs the rewiring of cables as required for new installations and
office reconfiguration.
. Troubleshoots problems with computer systems, including troubleshooting
hardware and software, e-mail, network and peripheral equipment
problems; makes repairs and corrections where required.
. Acts as a technical resource in assisting users to resolve problems with
equipment and data; staffs a centralized help desk to facilitate
exchange of information and advice; implements solutions or notifies
outsource providers as required.
. Providing user support and problem resolution for desktop computers,
network access, and other applications.
. Responsible for the development and maintenance of communications
networks.
. Maintaining, troubleshooting and repairing servers, desktop computers,
laptop/notebook computers, printers, peripheral hardware and software.
Contact this candidate