Customer Service Technical Support
Resume:
Louie Lawrence A. Lamis
**-* ******* ****** ******** Highway Hills, Mandaluyong City
Professional Goals:
An upbeat young professional with expertise on both technical and business environment, bringing to the table the proficiency of combining both for the growth of my professonal career and to be shining gem to any company for its continuous progress. That includes continuing to grow in knowledge and leadership, to be proficient in innovative technology, application, Interact and share with colleagues to provide excellent result to real world challenges
Technical Skills:
• Familiar with all Windows Operating Systems namely Windows XP, Windows Vista, Windows 7 and Windows 8.
• Ability to install, uninstall, repair and update any Windows kind of Operating System
• Can debugs software related issues.
• Ability to install, uninstall, repair and update software nor firmwares.
• Can troubleshoot any networking issues both through LAN or WLAN.
• Can remove any kind of malwares, rootkits or viruses on computers.
• Ability of setting up any kind of network.
• Proficient on using programs MS Word, MS Excel, MS Powerpoint, MS Outlook and Openofice.org
WORK EXPERIENCE:
Subject Matter Expert – July 2014 – Present
Sutherland Global Services, Philippines Microsoft (Answer Desk)
• Manages a group of T1 technicians.
• Ensure that all metrics is met both team wise and individual scorecards.
• To monitor queues and technicians handling time to make sure to reach service level threshold, that includes managing break schedules.
• Conduct frequent individual coaching sessions to maximize each potentials of
all T1 technicians, to provide feedbacks on opportunities.
• Facilitate team huddles regarding updates for both products and processes.
• Case scrubbing to ensure proper documentation and troubleshooting steps.
• Provide next level of expertise both process and technical assistance.
• Do resolution verification for CSAT purposes.
Senior Technical Consultant - May 2013 – July 2014
Sutherland Global Services, Philippines Microsoft (Answer Desk)
• Manages a group of T1 technicians.
• Ensure that all metrics is met both team wise and individual scorecards.
• To monitor queues and technicians handling time to make sure to reach service level threshold, that includes managing break schedules.
• Conduct frequent individual coaching sessions to maximize each potentials of
all T1 technicians, to provide feedbacks on opportunities.
• Facilitate team huddles regarding updates for both products and processes.
• Case scrubbing to ensure proper documentation and troubleshooting steps.
• Provide next level of expertise both process and technical assistance.
• Do resolution verification for CSAT purposes.
Technical Consultant - January 2012 - May 2013
Sutherland Global Services, Philippines Microsoft (Answer Desk)
Responsibilities:
• Supports all windows operating systems namely (XP, Vista, Windows 7 and Windows 8)
• Sets up a network hardwired or wireless updating software
• Resolves computer issues for the customer
• Assists customer on purchasing end of warranty support
• Processes order for the clients once they agree to take advantage of extended phone support
• Provides solution to clients’ total satisfaction
• Create and manages service tickets for customer.
Technical Support Representative - April 2010 - December 2011 24/7 Customer Philippines Time Warner Cable (Internet Service Provider)
Responsibilities:
• Assists customer on resolving any internet issues.
• Customer walk through on steps needed to fix the issue.
• Check email configuration if customer cannot send nor receive emails
• Point the customer to the right direction in case issue is cause by 3rd party applications, etc.
• Schedule a truck roll for the customer.
• Provides solution to clients total satisfaction.
Technical Support Representative - May 2008 – October 2009 Pacific Hub Corporation
Internet Service Provider
Customer Service Associate - March 2005 - December 2007
VIVA Video City
Producer's Branch
Customer Service Associate - July 2004 - January 2005
Giordano,
SM Centerpoint
Usher / Porter - February 2004 – June 2004
SM Cinema, SM Megal Mall
Service Crew - May 2003 – January 2004
Texas Chicken, SM Mega Mall
EDUCATIONAL ATTAINMENT:
College - Jose Rizal University
Bachelor of Science in Computer Engineering 2008-2009, Graduated
Secondary - St. Mary's Academy Baliuag, Bulacan 1999-2000, Graduated
Elementary - St. Mary's Academy Baliuag, Bulacan 1995-1996, Graduated
SEMINARS ATTENDED:
NETWORKING AND TROUBLESHOOTING Jose Rizal University February 16, 2008
BASIC SWITCHING PROTOCOLS Jose Rizal University February 2, 2008
AND INTERFACES IN GSM NETWORKS
WEB DESIGN: MACROMEDIA Jose Rizal University January 9, 2008
WEB BASED TECHNOLOGIES Jose Rizal University January 5, 2008
WEB DEVELOPMENT using MYSQL Jose Rizal University December 22, 2007
SYSTEM SECURITY Jose Rizal University December 22, 2007
SYSTEM DEVELOPMENT Jose Rizal University December 17, 2007
PROJECT DESIGN DEVELOPMENT Jose Rizal University November 20, 2007
PERSONAL INFORMATION:
Birthdate - May 27,1984
Place of birth - Malolos, Bulacan
Height - 5"10
Weight - 180 lbs
Religion - Roman Catholic
Citizenship - Filipino
Marital Status - Married
Dependents - 3
* References available if needed.
Contact this candidate