Technical Support Engineer

Alvin Alfonso Flores Resume Page * of *

Alvin Alfonso Flores

Contact no.: +632 956-***-**** · Email address: ***********@*****.*** Skype: alvin.flores21 106 Remedios Compound,Maly, San Mateo, Rizal 1850 Philippines EMPLOYMENT OPPORTUNITIES

I am a hardworking graduate of BS Information Technology, dedicated to advancing knowledge, fair in dealing with others, and appreciative of art and culture. I learn quickly, and I value the importance of time. I am also loyal and honest. I have a great interest in rendering service to others. I am open to accepting full-time, probationary, or casual positions.

I have enjoyed all aspects of my career in Information Technology, and I am very flexible in performing my IT task. Practice within a diverse IT environment. Throughout my career, I have rapidly learned procedures and routines in the department that I have worked.

I would enjoy meeting with you to discuss potential employment opportunities. If there are no current positions available, I would appreciate you maintaining my resume on file for future consideration. Sincerely,

Alvin Alfonso Flores

Alvin Alfonso Flores Resume Page 2 of 5

Alvin Alfonso Flores

Contact no.: (02) 212-77-55 / 0956 - 4237251 · Email address: ***********@*****.*** Skype: alvin.flores21 106 Remedios Compound,Maly, San Mateo, Rizal

Objective

Seeking for current available position that would fit my qualification in a reputed organization where all my talents and skills which I gained from studies and work operations can be effectively utilized. Basic profile

Age: 31 years old

Birthdate: December 31, 1989

Birth Place: Pasig City

Height: 5’8”

Weight: 172 lbs.

Profile

Education

College: Bachelor of Science in Information Technology Polytechnic University of the Philippines

Sta. Mesa, Manila

June 2006 – May 2010

High School: Gen. Licerio Geronimo Memorial National High School Rodriguez, Rizal

June 2002 - March 2006

Elementary: Maly Elementary School

San Mateo, Rizal

June 1996 – March 2002

Work experiences

Undisclosed Company · (July 2019 – Present)

Freelance Mobile Game Consultant

• Developing customer relationships, solving customer issues, promoting products and services within the scope of the game itself.

• Maintaining their job knowledge, reporting to supervisors, and forwarding unresolved queries to higher level of support.

• Understanding complex game logs to solve the problem of the end-user.

• Utilizes Zendesk as primary tool for client contacts.

• Maintains consistent metrics with regard to client satisfaction, responses per hour, and quality assurance.

• Collaborated in a 16-person pilot team (Philippines) to verify and solve problems within the game

Alvin Alfonso Flores Resume Page 3 of 5

Noble Systems Corporation · Pasig City (August 2018 – August 2019) Technical Support Engineer

Noble Systems Certified User

Linux servers (CentOS 5 and up)

Informix / PostgreSQL – Database management

Windows Servers

IIS manager

• Learned a complex and customizable proprietary software of Noble Systems (Predictive Dialer)

• Comprehensive technical problem resolution via phone and email.

• Ability to troubleshoot problems from infrastructure knowledge and symptoms given

• Timely and detailed documentation of issues

• Handling of high-profile customers both via phone and email

• Issue management including escalation as necessary

• Effective working coordination with Global team and management. Sykes Asia Inc · Makati City (August 2010 – January 2016) POSITIONS HANDLED:

End user support Associate – On-Site IT.

SYKES IT AWARDS – SYKES IT CUSTOMERS CHOICE 2014

Duties:

• Installing and configuring computer hardware operating systems and applications;

• Monitoring and maintaining Computer Systems, Telephony and Networks;

• Talking staff or clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues;

• Troubleshooting system and network problems and diagnosing and solving hardware or software faults;

• Replacing parts as required;

• Providing support, including procedural documentation and relevant reports;

• Following diagrams and written instructions to repair a fault or set up a system;

• Supporting the roll-out of new applications;

• Setting up new users' accounts and profiles and dealing with password issues;

• Responding within agreed time limits to call-outs;

• Working continuously on a task until completion (or referral to third parties, if appropriate);

• Prioritizing and managing many open cases at one time;

• Rapidly establishing a good working relationship with customers and other professionals.

• Testing and evaluating new technology;

• Conducting electrical safety checks on computer equipment. Alvin Alfonso Flores Resume Page 4 of 5

Technical Support representative

AT&T Remote Access Services (2010 – 2011)

Hewlett-Packard 6J. (2011 – 2013)

• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;

• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;

• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;

• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, VOIP and more;

• Research required information using available resources;

• Follow standard processes and procedures;

• Identify and escalate priority issues per Client specifications;

• Redirect problems to appropriate resource;

• Accurately process and record call transactions using a computer and designated tracking software;

• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;

• Organize ideas and communicate oral messages appropriate to listeners and situations;

• Follow up and make scheduled call backs to customers where necessary;

• Stay current with system information, changes and updates Interim Quality Coach (QA Analyst)

I was also part of the program for the Quality Coaching as an Interim Quality Coach. I was involved in Call monitoring, Agent mentoring and CSAT analysis. (November 2012 – March 2013). Skyeasternwood Inc · 27/F IBM Plaza Building, Eastwood Bagumbayan Quezon City (January 2016

– July 2018)

SKYEASTERNWOOD AWARDS - IT MAN OF THE YEAR 2016.

Networks and Systems Administrator

NAS

Network switching and routing

Active directory

VMWARE

VSphere

Windows Server 2008

PFSENSE

Alvin Alfonso Flores Resume Page 5 of 5

Practicum experience

On-Site IT.

Itouchpoint · Eastwood Libis, Quezon City – November 2009 – February 2010 IT Support Team, Network Administrator and Software tester.

Additional information

An IT student practitioner for the past 7 years whose has able to practice in a competitive IT company.

Experienced in providing IT solutions for clients.

Completed four years in post-secondary education in Bachelor of Science in Information Technology.

Skills in MS Word, MS Access, MS Visio and MS Excel.

Knowledge in Networking.

Languages: Bilingual in English and Tagalog (Filipino dialect).

Specialized in desktop/laptop troubleshooting / IP phones issues / Hardware and Software concerns.

Very well versed in handling personnel, communicating with clients and general interaction in a workgroup.

Gives high regards when it comes to loyalty and respect. Character reference

References are available upon request.

Contact this candidate