High School Technical Support

PAUL JOHN MONTEIRO GUZMAN

***a A. Santos Corner A. Luna San Juan City 1500

Telephone No.: 84217247 Mobile#.: 092********

Email Address: **********@*****.***

EDUCATIONAL BACKGROUND

College: Polytechnic University of the Philippines

Course: Bachelor’s in Business Administration Major in Management

High School: San Juan Municipal High School

Elementary: Sta. Lucia Elementary School

WORKING EXPERIENCES

Senior Technical Support Analyst

Oracle (January 2022- July 2023)

Duties and Responsibilities:

●Provide assistance to customers via phone or email

●Document all contacts and outcomes within the case management system

●Design solutions to problems that may be unstructured, require conceptual/creative thinking and use of independent judgment based on established policies and procedures

●Utilize/append existing resources and create new resources to answer customer questions

●Participate in activities and contribute ideas to resolve problems to better serve the customer and/or improve productivity

●Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests

●Collaborate with subject matter experts/internal teams on complex problems

●Perform allwork in accordance with the company and department goals and standards

●Assist/train less experienced representatives, as necessary

Manager

Xcelerated Options Inc. (January 2019- July 31,2020)

Duties and Responsibilities:

●Assisted in setting up the site here in Manila.

●Helped in looking for 3rd party company that will process business papers. Assisted in looking for the company site office.

●Helped in equipment procurement.

●In charged with recruiting local talents to join with the company.

●Managed job posting and conducted initial phone interview before endorsing to the hiring manager back in the US.

●In charge of presenting offer letter to the successful applicants.

●In- charge on onboarding employee and advising them the needed requirements.

●Managed employee’s SSS, Pag-ibig, Philhealth and BIR contribution/remittance.

●Assisted in salary computation and entering it to the salary distributing system using a bank software.

●Manages and supported 11 work-from-home accountants and bookkeepers.

●Manages 13 recruiters (Healthcare and IT), 2 Sales representative, 2 Customer care support.

Network Operations Center Engineer

Verizon Telecommunications (May 2016 – April 2019)

Duties and Responsibilities:

●Handled network operation for Target Corporations.

●Assisted in network switch/router replacement and configuration.

●Assisted in resolving wireless devices like Access points, handled scanners/printers, cash registers, coupon scanners and mobile devices connected via network.

●Monitor any store hard down issue and facilitate the necessary steps to shift the network to Meraki and assist in resolving the issue.

●Follow up with other department with ticket escalations.

●Managed teams casing aging tickets via ServiceNow.

●Answer queries on Slack chat and Hipchat for Target team.

Team Lead (Inbound Call Group)

Verizon Telecommunications

Duties and Responsibilities:

●Acted as SME for the team regarding process and managing the queue.

●Handled escalation calls and emails regarding telecom and network issue.

●Making sure all issues were always endorsed to the proper team.

●Monitor break schedules and attendance for the team.

●Part of the training team that handled process updates, uptraining on system tools and email notifications regarding changes in the process.

●Facilitated training for Verizon’s outsource partner (Accenture Cebu) during the ICG transition.

Customer Care Sr. Associate US Transactional Care

DELL International Services Inc. (August 28, 2006 – October 30, 2014)

Duties and Responsibilities:

●Assist customer regarding their order status, credit request, parts search, and product return for Dell Consumer Sector, Dell Employee Purchase Program, Dell Small Business and Dell Medium Business.

●SME regarding product knowledge and any care related process.

●Doing heat check regarding escalated tickets.

●Perform outbound call on existing tickets to provide updates on their concerns.

●Process customer request regarding like and unlike exchange (EXG), Credit Return Authorization (CRA), Manual Credit Request (MCR).

●Sending out reports regarding team’s productivity every day and computing for monthly productivity.

●Managed 8 mailboxes (Small & Medium Business and Global Commercial Channel) and facilitating case origination for the entire care department.

Customer Service Representative

Advance Contact Solutions (February 2005 - August 2006)

Account: DIRECTV

Duties and Responsibilities:

●Assisted customers in account activation and reactivation.

●Provide assistance to customers regarding billing, account information, pricing, programs, promotions, channel activation/deletion and credit request.

●Assisted customers on their request to upgrade or downgrade their services.

●Assisted customer in troubleshooting their equipment to fix minor issues like searching satellite signal, missing channels, remote control programming.

●Provide assistance to potential customers regarding their question about program packages and other satellite services that the company offers.

Customer Support Specialist

Equicom System Management (August 2004 - February 2005)

Account: Equitable Hello Service

Duties and Responsibilities:

●Provide credit cardholders with their account balances, total amount due for the month, payment posting, transaction verification, reward points and other company promotions.

●Assist accountholders regarding their account disputes like reversal of late fees, incorrect payment posting, duplicate charges, fraudulent charges.

●Assist customer with their application for credit limit increase, upgrade/downgrade credit card type, and supplementary card application.

●Assist potential customer with their inquiries about applying for a credit card, requirements needed, where to download forms, nearest branch that can process their application and other services.

PERSONAL DATA

Age : 41 years Old

Date of Birth : May 5, 1982

Place of Birth : San Juan, Metro Manila

Civil Status : Single

Nationality : Filipino

Height : 5’6

Sex : Male

Religion : Roman Catholic

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