Customer Service Technical Support
Resume:
Tristan Yves Rocimo
**** ********* **., *********, **. 92026
*************@*****.***
OBJECTIVE
Quality Assurance Tech seeking to use earned skills and knowledge to handle technical and quality assurance process, with requisite skill set to perform duties and responsibilities in an environment with multiple demands. Excellent interpersonal skills, and a dedicated professional worker with a sense of purpose. QUALIFICATION SUMMARY
Highly dedicated to build and maintain professional working relationship with all levels of management; strive to understand a customer needs and concerns.
Excellent experience in preparing test cases, plans, and data. Review requirements documentation in priority identification and impact of test cases.
Over five years as technical support, adept at resolving IT administrative related problems and issues.
Strong interpersonal and communication skills with customers and colleagues.
Maintain critical thinking skills essential in providing competent and quality customer service.
Excellent experience in automated and manual testing.
Dedicated to multidisciplinary team, including mentoring and education of new qa technicians and technical support personnel.
Professional experience in analysis and design requirement documents, and business rules.
Experienced in committee leadership and participation. PROFESSIONAL EXPERIENCE
NATIONAL CUSTOMER ENGINEERING El Cajon, CA.
Quality Assurance Tech. Lead June 2013 - Mar.2016
Confirm and review customer's product specification requirements.
Analyze test cases and prepare test plans for product support.
Conduct pre, post and in process inspection and testing of data storage device and equipment.
Create and execute Quality Assurance initiatives and process improvements for test cases to establish production quality standards.
Develop and execute quality assurance strategy for functional and performance testing.
Perform automated and manual testing based on customer's product requirements and specifications.
Diagnose, troubleshoot and resolve functionality issues of product related tests to increase company efficiency.
Manage document of test data generated and release report status assessment for data management.
Responsible in labeling and packing end product prior to packaging and shipping.
Provide and maintain oral and written status report regarding work progress during, pre and post product testing and inspection to QA manager.
Collaborate effectively with an interdisciplinary team to build and maintain professional and strong working relationship with all levels of management.
Discuss and participate in cross-training and knowledge transfer activities with project teams.
Recommend department standard procedure related to the quality and testing in accordance with company standards.
Perform qualitative and quantitative inventory equipment and supplies; tool calibration, test benches, test media, electrical, measuring and testing tools as well as labels, leaflets, static bags and tapes.
Establish rapport with team members and all levels from various departments.
Implement company policy and standards for all functions to achieve common goal.
Attend and perform various training's related to production and business management, handling and safety measures.
EUHSD Escondido, CA.
Technical Support Feb. 2011 – May 2013
Install and configure computer hardware and equipment software adhering software policy standards; data recovery, formatting and reformatting work pc's, including basic network support username and password reset and recovery.
Perform light to moderate administrative work; data filing, document/leaflet printing and scanning, photocopying.
Diagnose, troubleshoot and resolve functionality issues of hardware and software work pc; replacement and repair of computer peripherals and components.
Provide and assist administrative support. Respond to emails, phone calls, and in person request.
Collaborate with administrative staff to optimize working environment and student service.
Built trust and working rapport with staff members to enable effective communication of instructions and other information.
Establish and contribute strategic plans to advance standards on the unit, improve technical support service, and outcomes.
Coordinate workforce management objectives with a focus on individual and departmental initiatives. IMS WEALTH CARE Manila, Phils.
Technical Support Nov. 2008 - Aug. 2010
Maintain data credibility, include checking and analyzing vital information prior to recording and backup creation.
Collaborate with company staff by training regarding computer literacy to optimize working environment and customer service.
Record and document issues detailing common problems. Address issues and resolve problems by taking necessary procedures. Install office management software for end users financial and database application.
Install and configure network printers and scanners including maintenance troubleshooting.
Perform data entry using database software application, familiar with microsoft office suite; intermediate to expert; excel, power point, word.
On site support regarding technical issues; troubleshoot, diagnose, resolve hardware and software issues.
Provide implementation documentation for Health Insurance claims.
Perform repair, upgrades and preventive maintenance to ensure computer and network systems functionality and availability.
Proficient in linux and windows operating system installation and configuration, with application software support and hardware peripheral troubleshooting. DOST REG. I La Union, Phils.
Sr. Technical Support May 2006 - Oct. 2008
Collaborate effectively with an interdisciplinary team to build and maintain professional and strong working relationship with all levels of management.
Developing test plans and evaluating functional specifications of software products.
Built trust and working rapport with staff members to enable effective communication of instructions and other information.
Review, implement diagnostic support tools to maximize work effectiveness and productivity.
Respond to questions and concerns about service and take appropriate actions necessary to resolve issues in accordance to company policy.
Perform data entry using database software application, familiar with microsoft office suite intermediate to expert; excel, power point, word.
Manage base level IT by providing technical and software training support to users.
Support development team by testing amendments and new components and versions of the products.
Respond to general inquiries from team members and staff via email, telephone or in person.
Research issues on various computer systems and database to resolve problems. Project development analysis and testing.
LGU REG. I La Union, Phils.
Jr. Technical Support June 2003 - Apr. 2006
Work side by side with Sr. Tech-support in developing procedures for improvement and standardization of technical support methodology and processes.
Review and provide computer hardware and peripherals documentation on start up, shut down and first level trouble shooting of processes to help desk staff.
Install and configure computer equipment software with required software policies and standards.
Recommend network security standards, network monitoring and firewall management.
Collaborate with company staff by training regarding computer literacy to optimize working environment and customer service.
Monitor and diagnose network performance issues, provide statistical reports for real time and historical data measurements.
Perform data entry using database software application, familiar with microsoft office suite intermediate to expert; excel, powerpoint, word.
Built trust and working rapport with staff members to enable effective communication of instructions and other information.
On site support regarding technical issues; troubleshoot, diagnose and resolve hardware and software issues.
Record and document issues detailing common problems. Address issues and resolve problems by taking necessary procedures.
Perform repair, upgrades and preventive maintenance to ensure computer and network systems availability and functionality.
EDUCATION
LORMA COLLEGES La Union. Phils.
Bachelor of Science in Radiologic Technology April 2010 AMA UNIVERSITY Manila, Phils.
Bachelor of Science in Information Technology April 2003 AMA CLC La Union, Phils.
Associate of Science in Computer Science March 2000 REFERENCES
Available upon request
Contact this candidate