WORKING EXPERIENCE

Orence Foodhouse

Address: *** **** * ****’s bldg. P. Burgos Ave., Caridad, Cavite City, Philippines Tel. no.: (046-***-****

Date: December 2017 up to June 2020

Position: Co-owner

Sutherland Global Services

Address: 12F PhilPlans Corporate Center 1012 North, Triangle Drive, Taguig, 1634 Metro Manila, Philippines

Tel. no.: (02) 459-2900 ext. 3600

Date: April 2010 up to December 2017

Account: Broadview Networks

Position: Team Manager

For my 7 years of experience as a team manager I was able to handle 3 different lines of businesses (Voice Repair, Data Repair and POTS Repair). 1. Coach staff regarding their metrics and sets goals for improvement. 2. Issuing of infractions and disciplinary actions for any infraction or violation that the staff incurred.

3. Assists staff with any HR concerns.

4. Audits and monitors calls to ensure call quality and guidelines are being met. 5. Floor support.

6. Organize staffing on a weekly basis, tracks over time and staff needed based on the current workload.

7. Handling escalations from client escalations, residential and business customers. 8. Creates and discuss weekly and monthly Business Reviews. 9. Coordinates with different lines of business in relation to any customer trouble and process gaps that might arouse.

10. Holds daily operations call with clients to previous performance of the team, challenges for the day and updates from clients.

11. Interviews possible candidates for my line of business 12. Works with the training team in providing monthly assessments to the team in order to check their knowledge about the line of business. 13. Weekly calibration calls with internal quality team and clients. 14. Basic troubleshooting and advance troubleshooting of POTS and T1 lines. Includes usage of switch for POTS and UNIX based program for T1 lines. John Logard B. Torrijos

Address: 314 P. Reynoso St. San Antonio Cavite City, 4100 Mobile Number and Viber: +639*********

Landline: (046-***-****

Email: adkhcj@r.postjobfree.com and adkhcj@r.postjobfree.com Skype: John Logard Torrijos

15. Creates and modifies troubleshooting steps.

16. Cascades updates regarding changes in process that are given by the client. 17. Cascades outage notifications.

18. Assists in remote testing the different terminals that the different lines of business are using.

Date: November 3, 2009 up to April 2010

Account: Broadview Networks Voice Repair

Position: Technical Support Representative

Duties and responsibilities of Voice Repair (TS)

1. Troubleshoot POTS (Plain Old Telephone System) lines and T1 lines for residential and business customers.

2. Escalates issues Broadview level 2 technicians and Verizon Escalations. 3. Setup technician dispatches from Broadview Networks (CLEC) and Verizon (ILEC) technicians.

4. Upsell additional products and services that fits customer’s needs. 5. Configuration and settings of supported web browser Internet Explorer 7 and newer.

6. Configuration and settings of supported email programs (Outlook Express and Outlook).

Date: November 3, 2008 up to November 3, 2009

Account: UOL

Position: Technical Support Representative

Duties and responsibilities of Dial-Up (TS)

1. Troubleshoot dial-up connection problems.

2. Dial-Up configuration and internet connection setup. 3. Configuration of supported operating systems (Win 98, Win 98 SE, Win Me, Win 2000 and Win XP (Pro &Home Editions).

4. Configuration and settings of supported web browser Internet Explorer 5.5 and newer.

5. Configuration and settings of supported email programs (Outlook Express, Outlook, and JUNO Mailbox).

6. Configuration, setup, troubleshooting, and education on UOL client software

(JUNO).

West Contact Services Inc.

Address: 24th Floor Exportbank Plaza, Chino Roces Avenue corner Sen. Gil Puyat Avenue, 1200 Makati City, Philippines

Tel. no.: 857-7400

Date: January 16, 2006 up to July 24, 2008

Account: Earthlink

Position: Technical Support Representative

Duties and responsibilities of Business Access Technical Support (BATS/NEN) 1. Assisting customers in setting up ADSL, SDSL, IDSL, T1 & Enterprise T1 connections. 2. Assisting customers with updating order information, billing/payment concerns, disputes, disco/reconnect issues, credit & refund & escalate the said concerns to the proper department.

3. Updating, creating & escalating of cases/tickets of customers/ISP/Resellers. 4. Troubleshooting diff. types of connections problems & creation of Vendor trouble ticket if needed (for possible billable dispatch & CPE replacement if needed). 5. Assisting customers on configuring the CPE (customer premise equipment) or modem to their preference (like port forwarding, host mapping, NAT, DHCP, etc.). 6. Assisting customers on how check for the configuration of the CPE so that they can connect it to their LAN device and use the internet to their own preference. 7. Configuration of supported operating systems (Win 98, Win 98 SE, Win Me, Win 2000 and Win XP (Pro &Home Editions)).

8. Configuration and settings of supported web browsers (Internet Explorer 5.5 and newer, Netscape 6.1 and newer).

9. Configuration and settings of supported email programs (Outlook Express, Outlook, etc.).

Duties and responsibilities of Dial-Up (TS)

1. Troubleshoot dial-up connection problems.

2. Dial-Up configuration and internet connection setup. 3. Configuration of supported operating systems (Win 98, Win 98 SE, Win Me, Win 2000 and Win XP (Pro &Home Editions)).

4. Configuration and settings of supported web browsers (Internet Explorer 5.5 and newer, Netscape 6.1 and newer).

5. Configuration and settings of supported email programs (Outlook Express, Outlook, and Earthlink Total Access Mailbox).

6. Configuration, setup, troubleshooting, and education on Earthlink client software

(Earthlink Total Access Software).

Duties and responsibilities of DSL (ETV)

1. Troubleshoot DSL high speed connection problems. 2. DSL high speed configuration and internet connection setup. 3. Assist the customers on how to set up the Earthlink True Voice (ETV) phone service by connecting the Linksys Sipura 2002 and 2100 to their connection, regardless if the customer has a router or not.

4. Troubleshoot call quality issues for Earthlink True Voice (ETV) like, static, echo, choppiness, one way audio can’t make/receive any calls, dead air, fast busy/busy/high-low tone, etc.

5. Troubleshoot feature related issues for Earthlink True Voice (ETV) like, voicemail, call waiting, call forwarding, do not disturb, can’t retrieve messages, feature does not work, can’t leave any messages on voice mail, customers getting someone else’s greeting, etc.

Duties and responsibilities of Cable (TS, CS and IS) 1. Troubleshoot cable high speed connection problems. 2. Cable high speed configuration and internet connection set up. 3. Configuration of supported operating systems (Win 98, Win 98 SE, Win Me, Win 2000, Win XP (Pro &Home Editions), Win Vista and Mac 9.0 and above). 4. Configuration and settings of supported web browsers (Internet Explorer 5.5 and newer, Netscape 6.1 and newer and Safari).

5. Configuration and settings of supported email programs (Outlook Express, Outlook, Earthlink Total Access Mailbox, Mac Mail and Entourage). 6. Configuration, setup, troubleshooting, and education on Earthlink client software

(Earthlink Total Access Software).

7. Assisting customers on scheduling of appointment for cable high speed internet connection to be installed and installation issues. 8. Configuration and set up of Linksys WRT54G router. 9. Troubleshoot internet connection and configuration problem if the customer has a router/airport within their connection.

10. Assisting and resolving customers if they have any issues with their bill, whether being billed by Earthlink or Cable provider.

11. Assist the customers on how to set up the Earthlink True Voice (ETV) phone service by connecting the Linksys Sipura 2002 and 2100 to their connection, regardless if the customer has a router or not.

12. Troubleshoot call quality issues for Earthlink True Voice (ETV) like, static, echo, choppiness, one way audio can’t make/receive any calls, dead air, fast busy/busy/high-low tone, etc.

13. Troubleshoot feature related issues for Earthlink True Voice (ETV) like, voicemail, call waiting, call forwarding, do not disturb, can’t retrieve messages, feature does not work, can’t leave any messages on voice mail, customers getting someone else’s greeting, etc.

Name of company: S.P.I. Technologies

Address: PITC Bldg., Pascor Drive Sto. Niño, Paranaque City 1700, Philippines Tel. no.: 855-8600

Date: July 21, 2003 up to January 13, 2006

Department: S.P.I. Publisher Services

Position: Document Analyst / Pre-Editor

ACADEMIC COMPETENCIES

San Sebastian College-Recoletos - Cavite City

Bachelor of Science in Business Administration major in Management 1997-2001

Lakan Dula High School - Tondo, Manila, Philippines 1992-1997

Jesus Good Shepherd School - Palico, Imus, Cavite, Philippines 1986-1992

Cavite Christian School - Aniban, Bacoor, Cavite, Philippines 1984-1986

SEMINARS ATTENDED

LEAD Training

Sutherland Global Services

January 10, 2011

PATH (Leadership Training)

West Contact Services

June 9-13, 2008

San Sebastian Management Convention

San Sebastian College-Recoletos Cavite City, Philippines SSCR College Auditorium on January of 2001

Global Competitiveness

San Sebastian College-Recoletos Cavite City, Philippines SSCR College Auditorium on September of 1998

ON THE JOB TRAINING

Bank of the Philippine Islands (B.P.I.)

Panapaan, Bacoor, Cavite, Philippines

May-April of 2000

SPECIAL SKILLS

• Typing and computer skills (MS Word, Office, Power Point, Excel, and Paint)

• Communication skills (Tagalog and English)

• Know how to use the internet and e-mails

• Know how install pc programs and troubleshoot PC problems REFERENCES

Gauvain Dayrit

Sutherland Global Services

12th Floor Philplans Corporate Center 1012 North Triangle Drive, Taguig City, Metro Manila, Philippines

Account Manager

Mobile: +639*********

Email: adkhcj@r.postjobfree.com

John Peter Ng

Concentrix

Uptown Mall - BGC Mall, 36th St, Taguig City, Metro Manila, Philippines Team Captain

Mobile: +639*********

Email: adkhcj@r.postjobfree.com

Mark Vincent Urubio

Refinitiv

CSE Eikon Tech

6th Floor 2-3 World Square Building, No. 22 1634, Upper Mckinley Rd., Taguig City, Metro Manila, Philippines

Mobile: +639*********

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