Customer Care Service
Resume:
PROFILE
I have always been inclined in providing giving the best of my
abilities. Besides my strong passion providing great customer support satisfaction and a hunger to surpass set targets, I offer to you a dedicated young man with an ambition to lead & share the knowedge that I have developed over the past years in my career and the hunger to still learn more, improve and continue to develop my self to serve inspiration to others,by providing leadership and mentoring of staff and be engaged on any company's culture activities. Cultivate and maintain relationships with third party vendors and other department managers & steakholders
WORK EXPERIENCE
IT Support Manager 10/2015 – 02/2020
TaskUs, South - Cavite, Batangas Site, Philippines Design plans of preventive and corrective
maintenance of computer equipment.
Participated in large-scale upgrades and
installations.
Performed troubleshooting, repair, and
maintenance of computer systems, hardware
and peripherals.
Installing and configuring computer system,
Diagnosing and solving hardware/software
faults.
Expertly manage technical support operations,
diligently troubleshooting issues to identify
root causes and prevent recurrence.
Assisting senior-level engineers in setting-up
Networks & Firewall
Responsible in checking the site and provide
urgent assistance to ensure business is fully
operational without escalated issues from
Desktop Computers to Network connections
all working fine.
Initiated creating IT Metrics Scorecard and KPI
for the growth of the IT Staff
WORK EXPERIENCE
Norton Anti Virus - TSR 05/2013 – 12/2014
Teleperformance Philippines, Manila Pasay City,
Philippines
Customer Care responds to technical licensing
and serialization questions related to
Symantec’s Enterprise products
Remotely Connects to customers computer
and removing virus manually
Get comprehensive online resource to answer
Customer Care questions such as license
activation, software version upgrades, product
ordering and renewals or to submit a request
online.
Install and configure computer system,
diagnose software faults and solve technical
and applications problems
ATM Engineer 04/2009 – 08/2012
Diebold ATM / Al Hamrani LTD., Jeddah, Khobar,
KSA
We ensure that our clients customer service
infrastructure and operations run as efficiently
as possible providing the required quality of
service, at the best possible cost per
transaction.
Perform both under time restraints and
demanding customers a wide variety of
standard tasks in the repair and maintenance
of Automated Teller Machine.
Include troubleshooting, calibrating,
adjusting, testing and maintaining equipment,
components, devices, or systems such as cash
dispensers, card readers, depositories,
printers, disk drives and all components
within the PC control unit and run all
diagnostics and tests to restore ATM to be
fully operational.
Maintains good customer relationship with all
banking personnel. Demonstrates customer
service philosophies regarding “Active Support
vs. Reactive Support.
Raoul
John
Ramirez
12/09/1985
Filipino
***.****@*****.***
326 Diamond Street
Perpetual Village 4, Bacoor
Cavite 4102, Philippines
EDUCATION
BS Computer Science 10/2002 – 10/2006
Adamson University, Malate Manila, Philippines
SKILLS
IT Apps / Tools
MDM: Cisco Meraki,
JamF Pro, ManageEngine
Data Studio, Webnode,
Appsheet,
Articulate Storyline3, for
Presentation
Salesforce, Oracle, AWS,
Languages
Tagalog (NATIVE)
English
ACHIEVEMENTS
Actively became part of Setting up a new site set- up & build-outs.
from TaskUs locally & abroad one of them were
commended launching our HQ office in Santa
Monica California USA
Proactively creates and launch various technical
improvements and automation like: IT KPI
monitoring Dashboard, IT Chatbot, IT Asset
Management App to keep IT Assets and Inventory
upto date, Knowledgebase for IT Associates.
Forecasting and keeps on improving on IT daily
roles and process.
Launched Automated Process Flow Mobile App in
Claiming Meal App for other department (using
the method of SIX SiGMA -DMAIC)
August 2018 - ITIL 2011 Foundation Certified
April 2020 - Microsoft MCSE Server Certified
2018 Q3 Awarded Top Innovator TaskUs Batangas
Site
STRENGTHS
Motivated by challenges Proactive
Trusting & Trustworthy Problem solver
Assessing employee needs
Attention to detail Leadership
Energetic Dedication
Building teams Decision making
Creative thinking
Establishing a quick rapport
Innovation
HOBBIES
Spend Time
with Family
Window Shop
Online
Play Basketball
Practice Video
Editing
M
Reading Books
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