Technical Support Engineer

Cenzon, Niña Raphaela L.

#**** **** *** **** **. Brgy. Palanan, Makati City, 1235

Contact no. +63-927-***-****

Email address: ************@*****.***

A dynamic employee, able to cope with various working environment, co employee

differences and shifting schedules w o r k i n g under pressure. A skilled technical and customer

representative with proven statistical results that have been achieved to meet company

demands.

Personal Information

Age: 26

Civil Status: Single

Nationality: Filipino

Language Spoken and Written: English and Filipino

Place of birth: Makati city

Date of birth: February 22, 1988

Educational Attainment

Graduate of Bu sine ss Administration major in Marketing

University of the Cordilleras

SY:2004-2006 SY: 2010-2011

Diploma in Caregiver

Data Center College of the

Philippines SY: 2006-2007

Working Experience

Technical Support Engineer

Fonality Inc. (Manila)

August 2014 – Present

Work description: Pbx server administration on both cloud and premise based systems.

Phone system setup and implementation inclusive of but not limited to call menu routing

setup, trunk setup, card configuration, network administration and others. In depth

investigation of call logs, server administration supporting Windows, Linux and Mac

systems. VOIP administration: maintenance of Asterisk system and IP phone configuration.

Webinar Manager, Virtual Assistant and Technical Support

Disputesuite LLC (Online)

July 2011 – Sept 2014

Work description: Entails managing of all activities related to webinar presentations,

internal and external web events and conferences using online software applications like

GoToMeeting/Join.me, Teamviewer and Skype. Troubleshoot software and hardware

related issues, assistance, data consolidation to improve business best practices. Beta

testing, email support, backend billing support using Infusionsoft.

Technical and Managing Virtual

Assistant Freemycloud.com.au (Online)

April 2012 – February 2013

Work description: Entails Setup & maintenance of phone system, web research,

outsourcing links, social media managing, helpdesk s u p p o r t for FMC & Direct Art

Australia.

Cleaning Star World Australia VA: receptionist, appointment setting, handles communication

between company employees and affiliates B-B and B-C transactions, account management,

telemarketing, web research, website m oni tori ng .

Team Lead

Monster Marketing LLC ( P r o j e c t b a s e d )

June 2012 – November 2012

Work description: Manage a team composing of four members performing Craigslist

posting and Real estate advertisement, data entry, live advertisement designs and onli ne

research. The job entailed the creation of Social media status updates (Facebook and

Twitter). Daily report of accomplishments, issues, email time tracking, reporting and

consistent Team task follow-ups. Also included setting up online accounts required to

work with Craig slis t account verification.

Marketing Manager Trainee - OJT

Greenwich Baguio (Fre sh & Famous Food Corp.

Completed 150 hours of Duty rendered

January 2011 - April 2011

Work description: Creation sales innovative promotions, public relations, and promotion

program aimed at increasing the public awareness. Collaboration in the creation of

strategic marketing designs as part of brand management and execution email campaigns.

Customer service representative and Sales Associate

Aegis Peoplesupport (Salliemae Loan Lender)

May 2009 - December 2009

Work description: Entails Financial aid and credit counseling, provide recommendation for

student loan process improvements; troubleshooting basic computer software issues for web

assistance, first point of contact for corporate help desk support, cross and up selling of related

services or products.

Technical Support Specialist Level I I

24/7 Customer (Time Warner Cable)

G/F Valero st. Salcedo Village, Makati City

August 2008 - May 2009

Work description: Entails troubleshooting computer hardware and software issues

within warranty or post warranty period, comprehensive technical product support like

Internet connection issues, Internet security issues, and minor help desk support.

Technical Support Representative

Sitel (At&T Bellsouth)

Loakan Road PEZA Complex, Loakan Baguio City

July 2007 - April 2008

Work description: Entails troubleshooting computer software and hardware issues, post

and within warranty period. Provide comprehensive support on internet installation a n d

internet service connection issue s. Appointment setting for technical installation and repair

dispatch, service upgrade, corporate helpdesk support, cross selling and up selling of

products.

Team Member-Hostess

Baguio Hopewell Company (Kenny Rogers Roasters Baguio)

July 2006 ~ April 2007

Work Description: Entails guest relations, handling customer complaints, food service,

dining assistance, suggestive selling, ensure customer satisfaction and comfort, maintain

dining cleanliness, orderliness, and safety.

Student Assistant / University working scholar

University of the Cordilleras (Library and Bookstore)

Government Pack Road corner Harrison Road Baguio City, 2600

Special Skills

Excellent interpersonal skills

Well versed in Multi- Tasking

Able to provide excellent customer service

Analytical

Knowledgeable with basic emergency medical procedures (CPR, Simple

Physical Asse ssment, Airway/ Breathing/ Circulation, Checking for Vital signs,

and transport Mobility Procedures)

Knowledgeable on operating Windows 98, Windows 2000, NT, Windows XP

service pack 1&2, Windows Vista, Windows 7 and M ac OS X and above.

Knowledgeable in Basic t o I n t e r m e d i a t e Computer Networking

Proficient on MS Applications like MS-Word, MS-excel, MS PowerPoint, and MS-

Access

Knowlegeable with conference and remote access tools like Gotomeeting,

join.me, gotoassist.com, Webex, Skype and others.

Knowlegeable with VOIP application such as Ring Central, Fonality, Edgetel

with PBXtra, Zoiper or Xlite softwares

Familiar with Project management softwares l ike: Fogbugz and Jira

Proficient in using cloud storage sharing systems like Google Drive, Skydrive,

Drop box ect.

Proficient in creating time sheet reports, payroll invoices, account management

Seminars Attended

Effective Customer Service by Mrs. Mary Laca of Dept. of Tourism Baguio, April 2,

2011

“Learning Styles as Applied in the Workplace” by Dr. Cristina Gallato of University

Utara Malaysia, March 30, 2011

“Corporate and Organizational Psychopaths: Imperatives to Global Bu sine ss Education

by Dr. Nena Valdez of University of Malaysia date March 30, 2011

Motivation in the Workplace by Mr. Ben Darang of Sitel Baguio, March 22, 2011

Time Management by Mrs. Judith Adina Of UC Guidance Center, March 19, 2011

Learning Styles by Dr. Edna Velasco of University of the Cordilleras, March 12,2011

Records Management held at University of the Cordilleras SY 2010-2011

ABC’s of Job Success, held at University of the Cordilleras SY 2010-2011

Emergency Medical Services Training at Data Center College of the Philippines

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