Customer Service Technical Support

Rainier R. Aliño

B** L* Montevista Heights Subdivision, Brgy. Dolores, Taytay, Rizal 1920

Mobile: +639*********

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

Profile:

Has more than 14 years of successful experience in Customer Service and Support with recognized strengths in account maintenance, problem-solving, trouble-shooting and planning/implementing proactive procedures and systems to avoid problems ahead of time

Possesses solid computer skills

Has excellent working knowledge in IBM and Mac Systems, Microsoft Excel, WordPerfect, Microsoft Word, Altiris Software, Active Directory, Corel Draw, Color Flare, Adobe Photoshop, Visio, Adobe Pagemaker, Aldus Pagemaker, Eudora, Wasatch Poster Rip, Filemaker Pro and Accuprint

Has ability to train, motivate and supervise Customer Service Employees

A team player; acknowledged as “Total Quality Customer Service Professional”

Other Skills:

Marketing and Sales Strategy/Research and Development

Dealing Altiris Agent and Carbon Copy, Remote Desktop Connection, Basic knowledge of Avaya Site Administration, Active Directory, Altiris Ticketing System and HP Service Manager

Handling outages and escalate the issue to the respective department

Troubleshooting / PC assembling & configuring

Networking, Dial-up Networking, Remote Access/Rejoining stations to the Domain

Troubleshooting Wide Format Printer (Mimaki, Colorspan, Epson and HP), repairing of scanners (Microtek) and laser printers (Xerox, HP, lasermaster)

Installing and troubleshooting of Plotters (HP, Epson, Mimaki, Colorspan3)

Troubleshooting of Thomson Reuters products and financial applications (Reuters 3000xtra, ThomsonOne, Reuters Messaging, EMS Plugin, Patchlink and Eikon)

Managing Symantec Ghost Server, making images and deploying them to a large number of PCs

Handling Real VNC, Dameware, VMWare and Webex Sessions

Managing the Fujixerox printers; creating accounts for new users using the account administration tool by FujiXerox

Deploying and monitoring of stocks of laptops; Imaging of laptop; Assisting new employees in receiving laptops on their first day; Creating new images for the new models of laptop

Employment:

THOMSON REUTERS PHILIPPINES

Position: User Support Specialist

TASKS: Assisted users in their day to day need and ensured that all the applications were working accurately; Monitored tickets and guaranteed that all requests were attended to; Checked the Servers, Intranet and Internet on a daily basis and reported the issue to the dedicated team in case problem arises; Did test calls when a shift starts and made certain that all IVRs were functioning; Monitored Pole PCs and productions to check their status real-time via the Symon Inview and confirmed that desktops of the agents would be able to work on a day to day basis and their three (3) monitors were synced and operational simultaneously

PROJECTS INVOLVEMENT:

TEN MIGRATION PROJECT: Migration of all the users within the ThomsonReuters Company to ONE Domain. Assisted in the Pre and Post Preparation so that the transition of the users from the Old and New Domain would be smooth.

Print Server Migration for Manila: Migration of all the printers in Manila to the ONE PRINT SERVER and assisted users in making sure that all the users that were migrated on a scheduled timeframe wouldn’t have any issues in printing.

VMWARE MIGRATION: Assisted Manila users on how to install and access the VMware server that they are using on a daily basis. Was involved in the testing of the servers and identifying the applications that are not working and having them fixed prior to roll out to the users.

ETELECARE GLOBAL SOLUTIONS

Position: Incident Response Team

TASKS: Was responsible for managing and spearheading severity issues to help lessen the downtime and man hour outage; Responded timely and effectively to issues that affected business continuity with our clients & business units and executed Incident Response Escalation Plans and Problem Management; Involved in proper escalation and notification; Ensured that critical and business impacting issues were resolved quickly and efficiently in an organization and spearheaded the resolution of the issues without adverse impact on the business process at any cost

Position: IT Helpdesk

TASKS: Assisted the operation via phone and email; Attended to the needs of all the users and ensured that operation would be constant; Maintained all the computers and certified that they have all the softwares needed to assist clients via phone and support and to escalate the issues to our Tier 2

Position: HSB L2 Technical Support

TASKS: Assisted L1 on their calls, monitored their metrics and provided product knowledge and updated them; Conducted trainings on pre and/or post shifts; Helped the Supervisors in their day to day task; Handled escalations and saw to it that agents know the product religiously and would be able to support the product with or without the Knowledge Guide

Jun 2009 – Apr 2015

Sep 2002 – Jun 2009

LAMCO INTERNATIONAL

Position: HP/Xerox Technical Support Engineer /Sales Account Manager

TASKS: Educated the clients on how to use the plotter and the laser printers; Provided after sales support; Conducted demonstrations of the product and persuaded the clients that the product is profitable to their company; Assured that the customers were satisfied with their purchase; Was responsible for achieving quota and accountable for obtaining the sales quota per month

Oct 2000 – Apr 2002

AMERICAN TECHNOLOGIES, INC.

Position: Technical Support Engineer \Product Manager

TASKS: Provided good service to both pre-press and graphics machines; Assured that the client knows the product before ending the training; Created marketing plans and sales strategies and identified the rivals and determined their strengths and weaknesses

Jun 1999 – Oct 2000

Education:

1995 – 1999 San Beda College

College of Arts and Sciences

B.S.C. Computer Applications and Information Science

1995 Systems Technology Institute

Crossing, Mandaluyong City

Associate in Computer Science

1984 – 1995 St. John’s Academy

San Juan City

Primary Education & Secondary Education

Seminars Attended:

ITIL V3 Foundation Exam

September 26, 2011

A+ Certification

A+ CORE HARDWARE

A+ OPERATING SYSTEMS TECHNOLOGIES

ID # : COMP001006111090 DATE : 25 – MAY – 2007

Dell Certified Systems Engineer

Etelecare Global Solutions

Singapore Xerox training

Xerox phaser color printers

November 19-25, 2000

Certified Designjet Professional Training

Hewlett Packard – November 2000

1st Computer Science and Programming

Student’s Convention

September 5, 1995, PICC Plenary Hall

Computer Week – ACER Concerning the development of Computer Hardware – Philworld

December 1996 San Beda College

Paving the Way towards I.T. Competitiveness

ISP – Concerning the growth of Internet

December 16, 1997

Cutting Edge of the Macintosh

San Beda Conference Hall

December 8, 1998

Imaging 2000

ATI San Juan August 8-9, 1999

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