Customer Service / Technical Support

RICHARD A. RAVAGO

**** ****** *****, ******, **. K1B 4R7 | 613-***-**** | 613-***-**** | *******.******@*****.***

PROFILE SUMMARY

• Has been in the Information Technology industry since 1997 (providing level 1 support) and in the Customer Service industry since 2011 (as a customer consultant)

• Proven experience in tracking calls using FALCON problem management systems; in supporting and troubleshooting Lotus Notes/IBM desktops; and in resolving at least 30 tickets per day

• Specializes in both the mainframe environment and the distributed systems

• Available to work on a flexible schedule: days, evenings and week-ends to meet customer demand, punctual and committed to work schedules

• Strong listening and communication skills, professional telephone manner, and ability to deal with customers tactfully and effectively in a fast paced, changing work environment

• Team-player with multilingual skills (English/Tagalog/French) and with problem management skills who can work well with minimal supervision

• Ability to find customer answers quickly and accurately while using multiple resources

• Comfortable working in a highly structured, measurable target driven environment

• Possesses superior multitasking abilities

PROFESSIONAL WORK EXPERIENCE

Accenture, Philippines 2003 to 2009

www.accenture.com

Team Lead 2007 to 2009

• Provided training to new team members and managed a smooth daily operation of the team

• Participated in the monthly metrics-driven analysis of the team’s performance

• Developed metrics information reporting for the project manager and performed other administrative functions required of a team leader (e.g. setting team schedule)

Senior Software Engineer 2003 to 2006

• Involved in analysis of application issues, investigation of problem, formulation and documenting of solution, preparation of change and test specification, coding and testing

• Provided first on-call support for the resolution of batch job tickets, within established deadlines

• Analyzed joblogs and resolved the failures using the restart instructions in the fixlogs given

• Researched, documented and accurately completed assigned Tickets within the agreed Service Level Agreement (SLA) time

• Fixed mainframe and distributed abends efficiently, and escalated as appropriate

• Revised affected program codes, ran them in development environment by batch job control languages (JCLs) and then implemented to production

• Answered incoming client calls promptly, and gathered all the necessary information

Provided project communications status reports as per the process and project milestones

Skills: OS/390, IOF, MVS/XA, TSO, NATURAL/ADABAS/ COBOL, UNIX, Falcon

EXPERICA, Ottawa Nov 2010 – Feb 2011

www.experica.ca

Web Developer

• Assigned to maintain and optimize “Les Entreprises d’ Entrainement”, the new website of Canadart and Experica, to provide accurate information and convenient web services to clients

Skills: Visual Studio 2008, HTML/CSS, Filezilla

Davis + Henderson, Ottawa July 2011 – present

www.dhltd.com

Customer Service Representative

• Connects and builds rapport with a variety of customers and their changing needs

• Right size our customers based on their individual needs and promote appropriate services as necessary

• Completes accurate transactions with a sense of urgency and an eye for detail

• Takes appropriate action to efficiently resolve issues

• Takes accountability to solve issues from beginning to end

• Receives and incorporates feedback to improve personal and business performance

• "Commit to being there" for our customers and shares our dedication in striving to deliver world class customer service and first call resolution

Skills: Analytical, Detail-oriented, Imaginative, Resourceful

ADDITIONAL WORK EXPERIENCE

McDonald’s Restaurant, Innes Road, Ottawa May 2010 – Nov 2011

Production Service Crew

• September 2010 Employee of the Month

Gottard Farm and Nursery, Dalkeith, Ontario Mar 2010 – Apr 2010

Gardener (volunteer)

EDUCATION

JAVA Programming Summer 2011

Carleton University, Ontario, Canada

Bachelor of Science in Computer Engineering April 1997

MAPUA Institute of Technology, Manila, Philippines

REFERENCES: Available upon request.

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