Engineer Technical Support

OBJECTIVES:

To bring your company enthusiasm, dedication, responsibility and good work ethic, combines with being a detailed-oriented individual that demonstrate analytical and technical problem solving skills.

EDUCATION

Tertiary:

Bachelor of Science in Electronics and Communications Engineering (June2006-March 2012)

Technological Institute of the Philippines Manila

PERSONAL INFORMATION:

Birthday: December 13, 1989

Age: 26

Citizenship: Filipino

Status: Single

PROFESSIONAL ACHIEVEMENT:

Registered Electronics Engineer October 21,2012

License No. 0052907

Apple Macintosh Certified Technician March 28, 2014

CISCO TRAINING February 15, 2015

Cisco Certified Network Associate November 28,2015

CISCO ID: CSCO12867395

JOB EXPERIENCE:

September 2008 - November 2009

Technical Support Representative (Epldt Ventus)

JOB DESCRIPTION

-Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services

-Gather customer’s information and determine the issue by evaluating and analyzing the symptoms

Diagnose and resolve technical hardware and software issues involving internet connectivity, emails,

specifications and more

-Identify and escalate priority issues per client specifications

Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;

-Follow up and make scheduled visit of contractors for new and repair accounts

May 2013 - July 2015

Junior Engineer at Power Mac Center (Apple Partner in the Philippines)

JOB DESCRIPTION

-Configures and diagnose operating systems software and hardware, using standard District and administrative packages.

-Troubleshoots problems with Macintosh Operating Systems such as Snow Leopard, Lion, Mountain Lion and Mavericks

-Troubleshooting hardware and software, e-mail, network and peripheral equipment problems; makes repairs and corrections as required.

-Performs software, data retrieval and hardware repairs on Macintosh computers and devices

-Contributes to the entire Service department through the flexibility to jump in where needed and the knowledge of the procedures of many roles

-Resolves issues requiring SPS or TSPS chats, cs codes, parts ordering and customer outreach for their's and other's queues

August 2015 - present

Emerson Network Power: Technical Support Engineer 1

Job Description:

-Helps customer troubleshoot the issue with their small systems UPS

-Point of contact for Liebert Services customers and customer engineers in providing coordination on solutions for technical issues related to the supported products

-Provide basic technical support utilizing the knowledge base and TKO to support customers, create cases and route calls efficiently

-Open and maintain service tickets and knowledgebase cases

-Manage calls with sense of urgency while providing thorough customer experience

-Assign and notify the customer engineer for site visits according to established procedures including providing knowledgebase case information

SKILLS:

-Good analytical skills

-Strong verbal and communication skills

-Problem analysis and solving skills

-Troubleshooting computer hardware and software problems.

-Installing and configuring the peripherals, components and drivers

-Configuration and troubleshooting of Cisco routers and switches.

-Sound knowledge of Network management

-Proficient in Macintosh and Windows Operating System

-Basic Programming Skills(C++, Visual Basic, Assembly language)

-PCB layout and design, reading and interpreting schematic diagram.

AFFILIATIONS:

Institute of Electronics and Communications Engineering of the Philippines

(IECEP-EMMSC) – Member – (2007- Present)

Institute of Integrated Electronics Engineer

REFERENCES:

Erick Espedillon Supervisor at Power Mac Center 090********

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