Customer Service Technical Support

Angel L. Espino Jr.

* **** ******* ***** ****, Ontario M3J 3S9

**********@*****.***

C: 647- 895-9039 • H: 416- 900-5837

Customer focused and technically skilled professional with sound problem solving skills

Core Competencies include:

HelpDesk Support

Office Administration

Customer Service

Front Desk

Software Testing

Technical Support

Troubleshooting/Repairs

Production Support

System Analysis

Current Technical Proficiencies:

Network Products: Routers

Operating Systems: Windows 2000, XP, 7, and 10

Hardware: Scanners, Printers and other peripherals

Network Protocols: TCP/IP, DNS, DHCP, WINS, and backup strategies

Program Languages: Foxpro, Visual Fox

Database: DBF

Internet: Internet Explorer, Outlook Express

Property Applications: McAfee, Norton Anti-Virus, Ghost, and Network Monitoring

Office Applications: MS Word, Excel, Access, and PowerPoint

Relevant Professional Experience

IT Technician/Office Admin 09/2015 – 10/2016

Ability Concepts Inc.

Main achievements/responsibilities:

IT Tech :

Connect and set up hardware/software

Installed work stations

Loaded all necessary software

Provided network access and connectivity to the staff

Installed and maintained passwords

Troubleshot network operating system, software and hardware

Created documentation for new processes

Provided recommendations about support and information access

Maintained an updated inventory of software, hardware and resources

Office Admin :

Performs internet research functions and use of word processing, spreadsheet and presentation software

Fielding Telephone calls

Data entry and filing

Assist with overflow work from accounting

Fill in for the office receptionist as needed

Network Operations Centre Specialist 08/2013 – 08/2015

FMG Inc.

Main achievements/responsibilities:

Provided Level 1 system administration and support

Angel L. Espino Jr.

**********@*****.***

C: 647- 895-9039 • H: 416- 900-5837

Relevant Professional Experience continued

Supported FMG systems to ensure appropriate and expected system stability and availability according to FMG requirements and protocol.

Ensured the on-going maintenance and support of the FMG products and tools with system users to provide technical support for system improvements and partners with business owners to drive adoption and ease of use

Investigated root cause of issues and works with the vendor and/or IT to resolve all errors and issues with appropriate urgency and client focus

Submitted and managed tickets submitted to vendors/and local department trouble tickets

Managed relationship between external vendors by providing system related setup, support and account maintenance within the tools provided

Administered and supported clients/home workers on systems provided by FMG

IT Tech/Administrator 06/2009 – 03/2012

EFCC Accounting Inc

Monitored and maintained technology for maximum access:

Connected and set up hardware

Installed work stations

Loaded all necessary software

Provided network access and connectivity to the staff

Installed and maintained passwords

Maintained a list of necessary maintenance and repairs

Made recommendations about the purchase of resources

Identified and prepared hardware for safe disposa

Ensured technology was equipped with latest hardware and software and is accessible

Troubleshot network operating system, software and hardware

Created documentation for new processes

Trained staff to maximize the potential of existing technology

Provided individual support and training upon request

Took new users through the orientation process

Provided recommendations about support and information access

Maintained an updated inventory of software, hardware and resources

Provided direction and support to tech coordinators

Lead the planning and implementation of new IT equipment and installation

Collection Agent/Representative (Contract) 01/2007– 06/2007

CITI Financial

Contacted customers with past due/delinquent accounts to secure payment

Investigated and resolved account discrepancies

Used telephone interviewing and questioning techniques to determine reasons for non-payment and ability to pay

Negotiate payment terms and methods when right party is reached

Utilize payment options and secure this information for processing

Perform other duties assigned

Technical Support Level II (T-Mobile) 10/2005 - 10/2006

Client Logic, Toronto

Responded to routine inquiries of a technical nature occasionally requiring deviation from standard screens, scripts and procedures

Supported IT hardware and software products

Angel L. Espino Jr.

**********@*****.***

C: 647- 895-9039 • H: 416- 900-5837

Relevant Professional Experience continued

Performed work that is varied, maybe difficult in content but usually involved limited responsibility

Evaluated and solved customer issues

Handled problem resolution that may require follow-up and/or escalation to a higher level of expertise

Supported customers via live chat, email, or phone support

Responded to customer inquiries by referring them to published materials, secondary sources, or more senior staff

Attended on-going training sessions to achieve higher level of technical skill

“Awarded as one of the most outstanding customer service agent”

Manager/Software Developer 06/2002 – 04/2005

A.S. Software Development, Bacolod City, Philippines

Designed/Developed POS application for retail businesses and other medium scale companies

Developed software in large scale environment

Coded programs using Visual Foxpro and Foxbase+ and supported various business functions served as lead analyst for Field Service and Marketing Support

Enhanced POS(Point-of-Sale) software that cut distributed transaction processing and connection issues by more than 50%

Managed project budget

Planned and scheduled project timelines

Tracked project deliverables

Provided direction and support to the team

Education and Professional Development

Network Engineering 2014

CITI College of Careers, Toronto

Bachelor of Science in Computer Science

University of Negros Occidental Recoletos – the Philippines 1992

Angel L. Espino Jr.

**********@*****.***

C: 647- 895-9039 • H: 416- 900-5837

Additional Customer Service Experience

Front Desk Customer Service Rep. (Part Time) 07/20014-12/2016

Toronto Plaza Hotel, Toronto

Welcome and register guests and offer them services and room rates

Handle guest check in and checkouts professionally and in a welcoming and specialized manner

Issue room key

Make changes and confirm reservations by means of the Lodging Management Systems

Keep records of room availability and guests’ accounts

Post charges into guest accounts/Folio

Provide the maximum quality of service to the guests

Verify that all updated reports have been run

Assist in doing nightly audits

Updates all incoming reservations from third party company’s

APOTEX Pharmaceutical (contract) 05/2008– 05/2009 Custodian

Organize/Maintain assigned area

Make sure to manage the garbage disposal according to type

Coordinate and facilitate shift requirements and maintain inventory levels for the next shift.

Inbound/Outbound Customer Service Rep. (Part Time) 07/2007-08/2007

MIRATEL, Toronto

Contacted current customers and sold lottery tickets

Took orders/purchases of lottery tickets on the phone

Conducted phone surveys about the lottery to existing customers

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