Customer Service Agent II - Technical Support Professional

ENGR. EDRICK FAUSTINO VICTORIA

Address: #** *** ** ****** **. Madinat Khalifa North, Doha, Qatar

Landline: +974-********

Mobile: +974-********

E-mail Address: ********.******@*****.***

Family-Personally Visit Visa

OBJECTIVE:

To secure a challenging and responsible position wherein I can fully utilize, contribute, and empower my knowledge, skills, and abilities to perform efficiently and effectively in adding value to the betterment of the company. Also, to be able fulfill my personal and career growth, and enrich my values.

WORK EXPERIENCE:

SYKES ASIA, INCORPORATED

CUSTOMER SERVICE AGENT II - TECHNICAL SUPPORT PROFESSIONAL

October 2016 – December 2018

K-Pointe Building, Gilmore St. corner Aurora Boulevard, Quezon City, Philippines

DUTIES AND RESPONSIBILITIES:

Under U.S. Based Outsourced Accounts: AT&T Basic VoIP IP Flexible Reach, AT&T Voice DNA,

AT&T Collaborate

Summary: Support team interfaces with internal AT&T affiliates, external equipment vendors and customers to resolve network troubles on IP Flexible Reach and Voice DNA services.

• Works as part of a 24X7 staff that caters to inbound calls, outbound calls and issued tickets from customers to deliver network technical support to address escalations.

• Provides leadership skills and technical troubleshooting to address complex network issues in real time to restore service.

• Identifies root causes, workarounds, resolutions, testing and implementation of vendor / IT fixes or design changes.

• Facilitates customer router configuration and replacement and utilizes analysis tools on customer voice call samples.

• Identifies transport troubles that include router hard down, no internet, internet latency, cannot access a specific website, no inbound or outbound calls, cannot make or receive calls from and to specific numbers, voice quality issues, one-way audio issues, and other circuit-related issues.

• Works and assists in the coordination with 3rd-party customer PBX vendors, outside consultants, and engagement of internal AT&T affiliates to assist in troubleshooting the Basic VoIP network.

• Handles a cloud-based phone telephony system which has features such as hunt groups, auto-attendants, voicemails, conferencing, web meetings, employee availability unified in one application.

ON-THE-JOB TRAINING:

SKY CABLE CORPORATION

PC SUPPORT TECHNICIAN

September - December 2015

6th Floor ELJ Communications Center, Mother Ignacia Avenue, Quezon City, Philippines

DUTIES AND RESPONSIBILITIES:

Summary: Facilitates the overall management and deployment of IT facilities of the employees.

• PC Software management: PC formatting and partitioning, domain and network configuration, installation and configuration of software applications such as e-mail, chat, finance, and billing, checks for software updates, Windows activation, Windows recovery, creation of default local users and admin, manages PC accounts including password resets and network account lockouts.

• PC Hardware management: checks the inventory of hardware components, maintenance as well. Assists employees regarding technical issues with their PC components and cable connections.

EDUCATION:

TERTIARY:

MAPÚA UNIVERSITY

Bachelor of Science in Computer Engineering

Specialization in Robotics and Mechatronics

Intramuros, Manila, Philippines

2010 – 2016

SECONDARY:

PASIG CHRISTIAN ACADEMY

High School Diploma, Class Valedictorian

Awards: Leadership Awardee, Service Awardee, Excellence Awardee

Pasig City, Philippines

2008 - 2010

PHILIPPINE SCHOOL DOHA

Al Messila, P.O. Box 19664, Doha, Qatar

2006 – 2008

CERTIFICATION:

CISCO CERTIFIED NETWORK ASSOCIATE (CCNA) ROUTING AND SWITCHING

CSCOID: CSCO13081856

Passed on October 8, 2016 with a score of

960 out of 1000.

PERSONAL INFORMATION:

Birth Date: January 20, 1994

Birth Place: San Juan, Metro Manila, Philippines

Nationality: Filipino

Civil Status: Single

Height: 5 feet 7 inches

Religion: Christianity

Father: Enrique M. Victoria

Mother: Edna F. Victoria

SUMMARY OF SKILLS & QUALIFICATIONS:

• Proficient in English and Filipino both oral and written.

• Outstanding oral and written communication skills, interpersonal skills, strong evaluation and analytical skills.

• Hardworking, adaptable, fast learner, active listener, multi-tasker,team-player, goal-oriented, customer-oriented, and detail-oriented.

• Skillful in PC technical support & troubleshooting (Hardware and Software).

• Excellent customer service skills in face-to-face, phone, and e-mail interactions.

• Good problem-solving skills: asks relevant questions, diagnoses, and provides quick resolutions.

• Good documentation skills: keeps records of issues and resolutions, explains & documents issues clearly.

• Provides technical support for queries related to computer systems, software, and hardware.

• Ability to install, modify, troubleshoot, diagnose, and resolve technical computer hardware and/or software issues including Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

• Experienced in remote troubleshooting and walks customers with clear instructions.

• Experienced in responding to ticket-based support system.

• In-depth knowledge of computer hardware systems and peripherals.

• Knowledgeable of Windows Server products and Operating systems.

• Competent in Microsoft Office: Word, Excel, PowerPoint, Project, and Visio.

• Knowledgeable in HTML, C, C++, C#, Assembly Programming, Cisco Packet Tracer, Visual Studio and Arduino.

• Experienced in managing Cisco and Edgemarc routers; configuration, operation, and troubleshooting.

• Knowledgeable in Basic VoIP network management, support, configuration, and troubleshooting.

• Knowledgeable in network topologies and protocols, traffic management protocols (OSPF, BGP, EIGRP, etc.) and IPv4 and IPv6 routing technologies.

• Knowledgeable in LAN and WAN, internetworking devices (router, switches, and gateways), configuring and routing IP addresses, and implementing subnetting.

AFFILIATIONS:

CLASS PRESIDENT

Computer Engineering Graduating Class - International Seminars and Fieldtrips in South Korea

Mapúa University (Intramuros, Manila, Philippines)

3rd Quarter, School Year 2014 – 2015

ASSISTANT PUBLICATIONS COORDINATOR

Mapúa Institute of Technology Student Branch of the Institute of Electrical and Electronics Engineers, Inc. –

Mapúa-IEEE, May 2014 - July 2014

MEMBER

Mapúa Institute of Technology Student Branch of the Institute of Electrical and Electronics Engineers, Inc. –

Mapúa-IEEE, March 2014 – Present

RESEARCH PAPERS AND PROJECTS HANDLED:

• Fingerprint Recognition in Touchscreens (Methods of Research)

• The Silver linings of Cloud Storage (Research)

• Very Light Cloud Laptop (Technopreneurship)

• Student Record++ (Advanced Computer Programming)

• Digital Stopwatch (Logic Circuits and Switching Theory)

• 4x4 Random Access Memory (Advanced Logic Circuits and Switching Theory)

• Synchronized Music LED Display using NI Elvis II (Microprocessors)

• Class Record (Systems and Analysis Design)

• Digital Audio Processing (Digital Signal Processing)

• Robotic Tea Brewing (Feedback and Controls System)

• Pick-and-Place Robotic Arm (Robotics and Mechatronics 1)

• Sensor-Automated Tissue Dispenser (Robotics and Mechatronics 2)

• Four-Wheeled Sensor-Automated Obstacle Detector Car (Robotics and Mechatronics 3)

• Four-Wheeled Weight Sensor-Automated Skateboard (Robotics and Mechatronics 4)

UNDERGRADUATE THESIS:

Thesis Project: “Electronic Vision System with Personalized Calibration of Color Compensation for People with Partial Color Vision Deficiency using Raspberry Pi Digital Image Processing”

By: Roy Jayson B. Galang, Anne Shirley M. Josafat, and Edrick F. Victoria

Advisers: Engr. Febus Reidj G. Cruz and Engr. Dionis A. Padilla

Award: 21st Mapúa EECE Thesis Colloquium S.Y. 2015 - 2016 2nd Quarter Term: “Best Presenter”

April 2014 - December 2015

UNDERGRADUATE DESIGN:

Design Project: “Wireless Public Address System with Voice Message Recording Using Radio Frequency Transmission” for Chairwoman Gladys C. De Jesus of Barangay 657, Zone 70, District 5, Intramuros, Manila, Philippines

By: Anne Shirley M. Josafat, John B. Mañalac, Jennicy D.P. Milambiling, and Edrick F. Victoria

Advisers: Engr. Analyn N. Yumang and Engr. Glenn V. Magwili

July 2014 - March 2015

COVER LETTER:

Dear Hiring Manager,

I am writing to express my interest in seeking a job position wherein I can fully utilize my expertise and knowledge in providing engineering support in Network Operations, Management, Administration, as well as Information Technology (IT) Help Desk and Desktop Support in your respective company. I am currently in Doha, Qatar, and under Family Visit Visa.

I believe that my strong technical experience, educational background, and customer service skills make me a highly competitive candidate. The key strengths that would support my success in a related position include:

• I am a graduate of Bachelor of Science in Computer Engineering.

• I took up Cisco Certified Network Associate (CCNA) - Routing & Switching.

• I have 2+ years of work experience in Network and Technical support and Voice over IP network management.

• I am experienced in taking queries, calls, and e-mails from different clients having technical issues.

• I am exposed to real-time technical support issues, records and documents in a ticket log, and provides quick resolutions.

• I am skillful in PC hardware and software support and troubleshooting.

• I have worked with real-time customers, phone vendors, internal affiliated departments, and IT personnel to troubleshoot under time and pressure.

• I have outstanding oral and written communication skills, interpersonal, evaluation, analytical, and documentation skills.

• I am hardworking, adaptable, fast learner, active listener, multi-tasker, team-player, and goal-oriented.

With a Bachelor of Science in Computer Engineering degree, I have a comprehensive understanding on Computer Systems, Hardware, and Software. I am able to install, modify, diagnose, troubleshoot, and resolve computer hardware and/or software issues including Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. I am also knowledgeable of Windows Server products and Operating Systems. I also have a good understanding on Network topologies and protocols. I am familiar with Cisco and Edgewater routers I have experience in configuring and managing routers, configuring IP addresses, troubleshooting internet network connectivity and inbound and outbound call issues of IP phones.

If there are related vacant positions in your good company, please refer to my resume for my educational background, extensive job duties and responsibilities of my work experience. If you have any questions, I can be reached anytime via email at ********.******@*****.*** or by mobile, +974-********. I am available for interviews and I am able to join immediately.

Thank you for your time and consideration. I am looking forward to speaking with you about an employment opportunity in your good office and hoping for your kind response.

Sincerely,

Edrick F. Victoria

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