Aeron John Peñones

• Managed and resolved customer cases in HCL Connections, ensuring prompt and effective solutions
• Reviewed and published knowledge articles across all geographic regions, maintaining high standards of quality and accuracy
• Hosted and facilitated scrum calls, meetings, and various collaborative sessions to address both internal and external matters efficiently
• Compiled, analyzed, and presented comprehensive metrics data center-wide, specifically for HCL Connections

-High level overview knowledge in JavaScript, particularly on React.js
-Intermediate skills in SQL, specializing in IBM DB2 and Oracle
-Intermediate expertise in LDAP, particularly in HCL Domino
-Intermediate proficiency in IBM WebSphere Application Server 8.5.5
-Excellent skills in web styling using HTML5 and CSS
-Excellent skills in technical writing, proofreading, and fact-checking

• Experience with web-based tools and applications

-HCL Connections

-IBM Data Studio

-Microsoft Access
-ServiceNow
-Jira
-GitHub

• Assisted diabetic patients with their insulin pumps, handling replacements and troubleshooting issues to ensure proper functionality
• Collected data from patients' insulin pumps using CareLink and the MiniMed mobile app to prepare for their doctor's appointments
• Coordinated emergency responses by calling EMS for cases of critical severity, ensuring timely and appropriate medical intervention

• Collaborated with Optus Mobile to address technical issues regarding coverage, outages, SIM card replacements, and eSIM concerns, ensuring prompt resolution and customer satisfaction
• Reported network outages to the Network Infrastructure team for potential announcements in specific areas, contributing to timely communication and transparency with customers
• Managed phone replacements for handsets purchased from Optus stores, overseeing the process to ensure seamless customer experiences and device functionality

• Designated as L3 support, entrusted with managing escalated tickets as the final intervention for all Samsung Electronics of America products, ensuring thorough and effective resolution
• Entrusted with the responsibility of addressing SAP CRM tickets received from the Cyber Triage portal and meeting Service Level Agreements (SLAs) consistently
• Accountable for troubleshooting Samsung Electronics of America products, meticulously diagnosing issues and facilitating replacements or warranty claims as needed to uphold customer satisfaction and uphold brand reputation

• Handled incoming calls from customers experiencing issues with their Mitsubishi televisions, providing technical support and troubleshooting assistance
• Redirected non-technical calls to the appropriate departments to ensure efficient resolution of customer inquiries
• Coordinated in-home repair services by contacting and scheduling service technicians for on-site visits

• Handled calls from local (Philippine) customers regarding toner order replacements, troubleshooting machines, and dispatching field engineers as necessary
• Tracked calls and managed orders for other Customer Replaceable Unit (CRU) parts
• Collaborated with leads and managers to address special cases such as urgent deliveries and critical repairs requiring 24/7 attention