2006
Bachelor of Science in Electronics and Communications Engineering
Polytechnic University of the Philippines
More Info About Me
My whole working career is about tech-focused environment. I started as a Tech Support Representative and work my way up until I became a Team Lead. Current I'm working as as Technical Engineer with Account Management component.
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
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My Experience and Education
2020
-
2022
NICE CXone
(Designate Support Engineer)
The Designated Support Engineer (DSE) is a senior member of the Technical Support team at NICE CXone. As a DSE you are the point of contact for assigned large enterprise customers and provide advanced-level technical support to them.
2016
-
2020
SYKES ASIA INC.
(Team Leader (AT&T VoIP))
- Coaching Agents: Conducting regular PEP sessions with agents to achieve goals and develop skills needed to get results.
- Develop Team’s Strength and Evaluate Weaknesses: Identify agent’s performance and apply the necessary action plan base on their level of proficiency.
- Recognize the Account Goals and Assess Progress: Communication is the key. As a Team Leader I need to make sure my agent knows the target and how to achieve them.
2006
-
2016
SYKES ASIA INC.
(Tier 2 (AT&T VoIP), /Senior Technical Support Professional /SME (AT&T BVoIP) / Technical Support Professional (AT&T BVoIP) /Technical Support Representative, (Qwest DSL Account))
- Handles technical level 2 support for ATT BVoIP:
- Proficient understanding of: Data networking, OSI model, ip addressing and subnetting, fundamental knowledge of routing, switching and WAN technologies.
- As a Queue Manager the main responsibility is to ensure that all the tickets that need to be worked on are worked in a timely manner. Although we might need to take calls or work on tickets once in a while, the primary focus is the bin.
- Manage services for BVoIP customers, making sure that excellent customer services are provided to the utmost level.
- Assisted customers with their DSL and phone connectivity, hardware and software, wired and wireless.
- Helps troubleshoot computer’s networking components, browser, wireless and e-mail configuration.
My Services
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Content Creator
Promote companies' products and services by developing copy for websites, social media, marketing materials.
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.