Technical Support Executive Assistant
Resume:
*********@*****.***
Allegro Homes Calamba Laguna
Philippines
EDUCATION
AMA Computer College
Calamba City, Laguna
Electronics and Communication Engineering
Focusing on continuous growth and
development, while consistently
delivering value and driving success
within the organization.
Polytechnic University of the Philippines
Santa Mesa, Manila
Human Resource Development Management
2015 - 2017
CHARACTER REFERENCES
REYMART TICAR
TEAM LEADER
*******.*****@******.***
MICHAEL GULFAN
OPERATIONS MANAGER
*******.******@**********.***
EZEKIEL POMAREJOS
WORK EXPERIENCE
Technical Support Engineer (Helpdesk)
PAR Technology
09/24 - 06/25
•Serve as the first point of contact for all IT-related issues, including hardware, software, and network problems.
•Provide timely and efficient technical support for POS systems, ensuring customer satisfaction and minimizing downtime.
•Troubleshoot and resolve hardware and software issues, including network connectivity, peripherals, and application functionality.
•Collaborate with customers to diagnose problems and guide them through troubleshooting steps.
•Document all customer interactions and solutions in the ticketing system for accuracy and future reference.
•Escalate complex issues to the appropriate teams and follow up until resolution is achieved.
•Conduct remote troubleshooting and maintenance as needed.
•Stay up-to-date with the latest POS technologies, network protocols, and industry trends, offering recommendations to enhance performance.
•Collaborate with cross-functional teams (development, sales, quality assurance) to provide feedback and contribute to product improvements.
•Help create and maintain technical documentation, knowledge base articles, and training materials for customers and internal teams.
Technical Support Agent
Asurion
04/24 - 09/24
• Expertly troubleshoot technical issues to ensure seamless customer experiences.
• Proficiently pitch sales, driving customer engagement and increasing
conversion rates.
• Achieved measurable results by merging tech solutions with sales strategy
•Troubleshoot and resolve hardware and software issues, such as network connectivity, hardware, and app performance.
•Collaborate with customers to identify issues and assist them in troubleshooting procedures.
•Log all customer interactions and resolutions in the ticketing system for reference and accuracy.
•Place difficult problems before the relevant teams and check on them until they are resolved.
•Perform remote maintenance and troubleshooting whenever necessary.
Customer Service Associate (Concentrix)
Iron Mountain
04/23 - 04/24
• Performed root cause analysis in-depth and initiated corrective action to avert customer issues recurrence.
• Researched and owned customer-created issues across all IM products, applying critical thinking to decide resolutions and escalating to the relevant Customer Care team or business area if first-touch resolution was not possible.
• Responded to different teams and answered customer queries in a timely and professional fashion.
• Proficient in creating, processing, and managing invoices with accuracy and attention to detail
• Skilled in preparing and sending professional quotations to clients, ensuring alignment with project scopes and pricing guidelines
• Ensured timely billing and followed up on outstanding payments, contributing to smooth financial operations
• Developed positive working relationships with people in the company and communicated assertively regarding matters or issues when needed.
• Handled cases professionally, keeping the established service level agreements (SLAs) in place.
• Sound data collection and reporting to both internal and external stakeholders.
• Established and developed strong customer relationships, building loyalty and satisfaction.
• Managed Iron Mountain's B2B accounts, and responded to emails and
directing client outreach.
• Oriented new employees, such as training and mentoring.
• Underpinned project cleanup initiatives, enhancing operational
efficiency.
• Contributed to the Escalation Team, handling crucial issues for special projects.
• Demonstrated sales pitching and customizing offers to suit customers' requirements.
Technical Support Agent(Concentrix)
T-Mobile
01/22 - 04/23
•Troubleshoot technical issues and provide solutions.
•Manage customer accounts, including creation, suspension, and closure.
•Provide accurate information regarding T-Mobile products and services.
•Handle customer complaints, resolve issues, and follow up.
•Build trusting, strong relationships with customers.
•Achieve sales targets and handle call handling needs.
•Adhere to communication policies, guidelines, and rules.
•Respond to customer feedback, both negative and positive.
•Install, alter, and make minor adjustments to mobile hardware and mobile software systems.
•Keep the system operational by exercising parts.
•Collaborate with external vendors in resolving issues.
• Top agent of 1st Quarter of 2023.
• Cluster top agent for 2023
Customer Service Representative
Teleperformance
11/16 - 05/17
• Resolve customer complaints and issues, including late deliveries, incorrect orders, and quality concerns, with a focus on customer satisfaction.
CSR(Concentrix)
Macy’s
08/21 - 12/21
• Placing an order for the customer.
Material Handler
Acbel Polytech Inc.
05/20 - 01/21
• Assists packaging of finished products.
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