Call Center Operations

DANIEL J. MARCELO

Albuquerque NM 505-***-**** *************@*****.***

An Electrical Engineering Graduate in the Philippines,A licensed Assistant Electrical Engineer formerly worked at Phil Long Distance Tel Co as senior manager providing customer support on voice and data products, currently retired and a new permanent resident in New Mexico USA .

Residing at 10712 aspiration LN SW Albuquerque 87121

EXPERIENCE

OCT 1983- OCT 2003

COMPUTER OPERATIONS AND MAINTENANCE

Handling daily operations of Digital Computers(DEC),Erisson’s ACD and Aspects Call center operations of PLDT

On voice and data customer support and call center operations on customer complaints and request

Back -end support on all computer terminal help desk users.

Attend on daily operations and system administration on UniX OS and Microsoft Windows OS which includes back-ups, networking,inter-operability and database reorganization/updates(SQL)

OCT 2003- DEC 2018

MANAGER- CUSTOMER SERVICE & OPERATIONS

Handling the installation and repairs of customer complaints and request regarding voice and data products of the company.

Managed group of people that provide quality of service, launching marketing promotions, sales and incentives and bill collections of the company

EDUCATION

APRIL 1981

BACH OF SCIENCE IN ELECTRICAL ENGINEERING-MLQU -PHI

Graduate/Board Passer

TRAININGS

OCT 1989- DEC 1989

COMPREHENSIVE STRUCTURED SYSTEMS ANALYSIS AND DESIGN- I/ACT - PHI

Bus System Environment, Advanced EDP Concepts, Structured System Analysis, Structured

System Design, Data Analysis and Modelling, System security and Control, System Timing, Managing

Systems Development, Business Systems Environment.

NOV 1988 Digital data Communication – DEC -PHI

FEB 1989 ‘ C’ PROGRAMMING – NCR -PHI

FEB 1990 Digital Integrated Circuit I - DEC -PHI

NOV 1991 UNIX Management Overview – NCR -PHI

DEC 1992 UNIX System Administration – I/ACT -PHI

NOV 1993 ULTRIX(UNIX) Command & Utilities – DIGITAL – PHI

DEC 1993 ULTRIX(UNIX) System Administration – DIGITAL – PHI

AUG 1994 INGRES(SQL) Utilities,Command,Prog;g and Administration STRC _PHI

MAR 1996 DIGITAL UNIX UTILITIES AND COMMANDS – DIGITAL -Singapore

MAR 1996 DIGITAL UNIX SYSTEM ADMINISTRATION – DIGITAL – Singapore

OCT 1998 ACD Installation & Maintenance -Aspect Telecom – San Jose CA- USA

MAR 1999 Administering Microsoft Windows NT 4-0 – MISNET Inc -PHI

DEC 2000 Internetworking on Microsoft TCP/IP on Microsoft Windows NT 4.0-MISNET Inc -PHI

SKILLS

ACTIVITIES

Sufficient knowledge in computer operations,programming, networking and Maintenance

Sufficient Communication skills in word and verbal

With management skills in handling people

Ability to deal with customers request and complaints

3 Year member of Lions Club International in the

Philippines and at the same the treasurer of the club.

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