Technical support representative / Support Engineer
Resume:
Felix G. Gu a Jr.
** ********** ****** **** ***. Grace Park Caloocan City E-mail Address: ********@*****.***
Contact No: +639*********
OBJECTIVE
Enhance interpersonal skills and provides opportunities for personal growth and to
obtain position in your company where my skill and personality is highly applicable.
Nova Computer College
Bachelor of Science in Information Technology
9 years of experience working with computers and resolving any support issues.
Expertise to configure and maintain the computer based information systems.
Ability to multi-task under pressure.
Excellent communicator and ability to relate well with people at all levels.
Flexibility of working well as part of a team and independently.
SENIOR OFFICER / OIC CUSTOMER SUPPORT FOR DATA & IP SERVICE DEPARTMENT
BAYAN TELECOMMUNICATION, INC.
Duties and Responsibilities:
Managing team performance and progress.
Managing and monitoring staff attendance, agent s log in and log out, break schedule and handling time.
Taking action to correct and staff shortcomings. Support 2nd level escalation.
Attending and participating in team meetings. Completing team-related paperwork.
Constantly looking for ways to improve processes.
Reporting to senior managers.
Handles irate subs to pacify and comply with their requirements in the most possible way
Interact with other group for coordination like field technicians, Network
Engineers (NOC), billing group, sales group and Bayan Centers; taking follow up, taken action on certain internet reported problem and other concerns through follow up call or email.
Responsible for call back to clients for the update or in any troubleshooting related problem
Assist Online TSR for billing concern, creation of reports, service orders like change of plan, downgrade, and upgrade of certain products and also
reconnection.
Provides trainings for the new TSR s and prepared them with the proper tools and
skills needed for work and cascades for company new products
Handles VIP (Very Important Person) clients and comply with their requirements
the soonest possible time
March 2014 September 2015
SUPPORT ENGINEER CUSTOMER SUPPORT FOR DATA & IP SERVICE DEPARTMENT
BAYAN TELECOMMUNICATION, INC.
Duties and Responsibilities
24/7 Online support engineer for corporate clients.
Assist head office/client in isolating no connection, slow, intermittent problem. Create/close fault ticket using ICMS.
Coordinate fault ticket to other Network group / 3rd party team/DO's and BAYANBIZ for the isolation/ inquiries and concerns.
Able to use utilities/tools like ICMS, WEBSOEM, QUERY TOOL, PASSPORT and AMAS.
Send an email to client if needed regarding status of their link. Process close out of all corporate tickets.
July 2006- October 2011
TECHNICAL SUPPORT REPRESENTATIVE CUSTOMER SUPPORT FOR DATA & IP SERVICE DEPARTMENT
BAYAN TELECOMMUNICATION, INC.
Duties and Responsibilities:
Provides 24/7 HELPDESK SERVICES to ensure that our nationwide customers receives high
service level consistently
Process customer request includes creating
reports for internet service interruptions, upgrade/downgrade of their accounts, billing complaints such as adjustment in their MRR and computation of their rebates as well.
Provides technical assistance in dial-up, broadband/dsl complaints.
Provides assistance in their email problems. Provides client the information on how to
troubleshoots their internet and how will they fix their connection problem if they encounter any errors in their system.
SEMINARS AND TRAININGS ATTENDED
Begin Date
11-24-2008 01-09-2009
02-05-2009
03-02-2009 TRAINING
03-09-2009 03-30-2009 04-23-2009 12-10-2009
End Date 11-24-2008
Course Title
DATA AND IP NETWORK ORIENTATION
01-09-2009
BANGIS ORIENTATION
02-06-2009 03-03-2009
03-09-2009 03-31-2009 04-24-2009 12-10-2009
PROJECT KC: DSL TRAINING
PROJECT KC: 1xRTT AND EVDO DEVICES
PROJECT KC: DIAL UP AND VAS TRAINING PROJECT KC: VOIP TRAINING
PROJECT KC: LEC ADVANCED TRAINING CABLE 101 & CABLE INTERNET TRAINING
PROJECT KC: CDMA FUNDAMENTALS AND
05-25-2011 05-25-2011 TRAINING
09-01-2011 09-01-2011
PERSONAL INFORMATION
HUAWEI HG521 AND ZTE ZXV10 User s EMP: Employee Safety & Health
Birthday Age Status Religion
REFERENCES
March 20, 1977 39 years old
Married Catholic
Mr. Ruben Sison 092********
UNIT HEAD, BAYAN TELECOMMUNICATIONS INC.
Mr. Cristopher Palad - 091********
UNIT HEAD, BAYAN TELECOMMUNICATIONS INC
Mr. Nestorio Quilit - 091********
UNIT HEAD, BAYAN TELECOMMUNICATIONS INC
Contact this candidate