2011
Associate in Computer Technology
City University of Pasay
Hey There ! I'm Paul
Hello there! My name is Paul.
I am a dedicated Technical Support Analyst with 4 years of hands-on experience in VoIP systems and over 6 years in customer service. I specialize in delivering seamless communication support by combining deep technical knowledge with a strong commitment to client satisfaction.
With expertise in troubleshooting VoIP infrastructure, managing PBX systems, and resolving complex connectivity issues, I ensure that every interaction is handled with precision and professionalism. My background in customer service has strengthened my ability to communicate clearly, build rapport, and provide solutions that not only work—but last.
Driven by a passion for technology and a focus on user experience, I take pride in helping businesses stay connected, efficient, and confident in their communication systems.
My Skills and Competencies
VOIP Senior Technical Support
VoIP Systems (e.g., SIP, RTP, PBX)
Customer Service Representative - VoIP Service
Network Configuration , Monitoring
Remote Support Tools (e.g., TeamViewer, AnyDesk)
Ticketing Systems (e.g., Zendesk, ServiceNow)
Certificates
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My Experience and Education
September 2024
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January 2025
iReply ( Spectrum VoIP)
(Technical Support Analyst – VoIP Specialist)
Provided technical support for VOIP systems, troubleshooting issues such as call quality and connectivity problems.
Assisted customers with VOIP system setup, including IP phones, PBX, and SIP configurations.
Worked with clients to identify and resolve network issues affecting VOIP performance.
Delivered clear, easy-to-understand instructions and solutions to customers.
Documented common issues and solutions to improve team efficiency.
Collaborated with other teams to resolve more complex technical problems.
January 2023
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June 2024
Microsourcing PH (Evolve IP)
(Senior Technical Analyst)
Led troubleshooting and resolution of advanced VOIP issues, including network, call quality, and connectivity problems.
Managed and optimized VOIP system configurations for clients, ensuring seamless integration and performance.
Provided expert-level technical support to clients, offering solutions for complex technical issues.
Guided junior team members, sharing expertise and best practices to improve team performance.
Analyzed network performance and recommended improvements to enhance VOIP service quality.
Collaborated with cross-functional teams to implement upgrades, new systems, and integrations.
Maintained documentation of technical issues, solutions, and service-level protocols.
October 2021
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January 2023
Movate (Vonage)
(Engineer Technical Support)
Provided expert technical support for VOIP systems, diagnosing and resolving issues related to call quality,
connectivity, and network performance.
Configured and maintained VOIP infrastructure, including IP phones, PBX systems, and SIP trunks.
Worked closely with clients to understand their technical needs and provide tailored solutions.
Monitored and optimized VOIP system performance to ensure high service reliability.
Collaborated with engineering teams to resolve complex technical issues and implement system upgrades.
Created and maintained technical documentation and troubleshooting guides for internal and client use.
October 2020
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October 2021
Telus International (OOMA)
(Technical Support / Customer Service ( VoIP))
Provided customer support for both technical and non-technical issues, resolving problems related to VOIP systems, software,
and hardware.
Assisted customers in troubleshooting and resolving technical issues with clear, step-by-step guidance.
Delivered excellent customer service by ensuring timely and accurate solutions, fostering customer satisfaction and retention.
Managed customer inquiries through multiple channels (phone, email, chat) and ensured a seamless customer experience.
Worked with technical teams to resolve complex issues and ensure customer needs were met.
Maintained detailed records of customer interactions, issues, and solutions to improve future support.
January 2019
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October 2020
Pilipinas Teleserv Inc.(Pag-Ibig)
(Customer Service Representative)
Provided exceptional customer service by addressing inquiries, resolving complaints, and offering solutions
via phone, email, and chat.
Assisted customers with product or service-related issues, ensuring clear and effective communication.
Processed orders, returns, and exchanges while maintaining accurate records of customer interactions.
Delivered personalized support, building strong relationships and enhancing customer satisfaction.
Collaborated with other teams to ensure timely resolution of customer concerns and follow-up support.
August 2018
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January 2019
Asia People Works (MetroBank)
(Customer Service Representative)
Provided customer support for credit card-related inquiries, including account balance, payment issues, and transaction disputes.
Assisted customers with credit card applications, explaining terms, interest rates, and benefits.
Resolved billing inquiries, payment discrepancies, and fraudulent activity reports to ensure customer satisfaction.
Processed credit card payments, adjustments, and account updates with accuracy and attention to detail.
Educated customers on credit card features, rewards programs, and responsible usage to enhance their experience.
July 2015
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January 2018
SPI CRM (PLDT)
(Customer Service Representative)
Assisted customers with inquiries about billing, account issues, and service concerns.
Provided support for internet, phone, and cable service troubleshooting.
Processed service requests, such as installations and upgrades.
Resolved customer complaints and ensured timely solutions.
Explained PLDT products, plans, and promotions to customers.
Services Offered
Technical Support Analyst – VoIP Specialist
VoIP Technical Support Analyst with 4+ years of experience in PBX systems, network troubleshooting, and client support.
Social Media Management
Social Media Manager skilled in content creation, engagement, and analytics to grow and strengthen brand presence.
Data Entry / Web Researcher
Accurate Data Entry and Web Researcher skilled in managing data and delivering reliable, thorough research results.