Technical Support / Account Manager / Customer Service

Overview

Looking for full-time work (8 hours/day)

at $2.84/hour ($500.00/month)

Bachelors Degree

Last Active

January 23rd, 2019 (2152 days ago)

Member Since

December 9th, 2014

Profile Description

Excellent customer service and technical support skills in software applications and equipment
Experience managing an eBay international power seller account, working in financial services
environment and global support service company.
Excellent English communication skills and efficient with MS Office application.
Security administrator experience in Active Directory, business security services application
My Top Skills
Data Extraction
Customer Service
Virtual Assistant
System Admin
Data Processing
Data Entry
Excel
Testing / QA
Computer Security
Customer Support
Virtual Assistant
eCommerce
PDF
Technical Support
Desktop Support
Data Mining
Lotus Notes
Database Administration
Network Administration
Helpdesk <8efe80624d780eba0c6493ec45140364>Email Handling
Technical Support Specialist January 2016 – January 2017        
TELSTRA Quezon City, Philippines
Telstra, an industry leader in telecommunications, has aligned with TeleTech, an industry leader in customer care.
? Deliver customer service and technical support to business client and process information in
response to inquiries or concerns, and requests about products and services
? Diagnose and resolve technical hardware and software issues involving internet connectivity,<8efe80624d780eba0c6493ec45140364>email clients, IPTV, VOIP and more
? Research required information using available resources and Identify and escalate priority
issues per Client specifications
? Accurately process and record call transactions using a computer and designated tracking
software
IT Service Desk / Security Administrator October 2011 – October 2014        
MANULIFE FINANCIAL INC. Quezon City, Philippines
Manulife Financial is a leading Canada-based financial services group with principal operations in Asia, Canada and the United States. Providing strong, reliable, trustworthy and forward-thinking solutions to client.
? Provide technical support and customer service to all levels of John Hancock and Manulife
employee via phone, email, remote access tools to diagnose and resolve problems in areas of
hardware, software, applications, and operating system on a highest level of technical detail.
? Manage and execute daily service requests for add, delete and modifications of user accounts
as well as manage access privileges for business applications and security services? Manage and maintain security and access privileges for systems network accounts, directories,
file systems and access groups
? Use ticketing system and business application tool like Service Now, HP Service Manager,
Active Directory, Citrix XenApp (Application Virtualization), RSA Authentication Manager
and RSA Secure ID (VPN Access), Rumba Mainframe, Mobile Iron, Bomgar for remote
access tool, Lotus Notes Administration / Lotus Notes Domino Address Book, Workday, etc.
Technical Support /Level 2 Support Specialist December 2005 – December 2007
SIEMENS INC. Quezon City, Philippines
Siemens, Inc. Provide full technical support to Toshiba laptop international customers regarding defined information and standard software for customer specific solutions.
? Provide technical support and customer service for Toshiba Laptop users
? Provide excellent troubleshooting skills in hardware, software and network problem.
? Investigation and diagnosis of computer problem on a highest level of technical detail
? Resolving issue in consideration of agreed resolution and procedures to meet quality standard.
Team Leader April 2005 – June 2005
CLIENTLOGIC PHILIPPINES Baguio City, Philippines
ClientLogic Philippines, Provides customer assistance and technical support to clients of Interland, a Web hosting company through email and voice support.
? Monitor calls from customer to maintain team quality of service.
? Conduct employee interviews, meeting, coaching and one-on-one discussion.
? Maintain and monitor team performance metrics, production, attendance, and punctuality
records to meet SLA.
? Recognize the needs and expectations of agents and carry out necessary administrative duties
? Handling 2 nd level and escalated calls to ensure the satisfaction of customer needs.
Product Support Specialist/Assistant Team Leader August 2003 – March 2005
LINK2SUPPORT INC. Quezon City, Philippines
Link2Support Inc. provides customer assistance and technical support to international clients of Linksys Products a Division of Cisco Systems, Inc, a wireless networking solutions provider, through email and voice support.
? Provide technical support of LINKSYS products a division of Cisco Systems, Inc.
? Configure basic and advance setup of wired, wireless routers, modem, switches and access
points
? Configure DSL and Cable internet connection of all American ISP.
? Monitor and handle team performance in the absence of the Team Leader
? Generates daily team performance report to be sent to upper management.
? Coordinating with internal staff and supervisor to resolve operations issues and other necessary
actions