Summary
Overview
Work History
Skills
Timeline
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Alfonso Joseph De Guzman

Web Hosting Tech Lead
Mandaluyong City, Metro Manila

Summary

To attain a challenging position that will allow the use of my knowledge and analytic mind in a dynamic organization that values teamwork and professional growth.

Overview

6
6
years of professional experience

Work History

Team Manager

Sutherland Global (GoDaddy)
03.2023 - 03.2024
  • Develop and implement effective technical strategies for guides and support.
  • Diagnose and resolve website issues across platforms like WP, Drupal, Joomla, and HTML sites.
  • Assist customers in creating support tickets for server or email-related problems.
  • Possess a solid understanding of DNS management and domain configurations.
  • Expertise in managing email platforms, including Webmail and Office 365.
  • Address customer inquiries related to payments, activations, upgrades, payment plans, and service requests.
  • Stay current with knowledge of processes, products, and services.
  • Manage tasks involving email systems, VPS, domains, WordPress, cPanel, databases, and Plesk.
  • Provide coaching and team meetings on a weekly basis to drive business and personal goals.
  • Track and maintain training records to assess individual and team performance.
  • Build and maintain strong communication with clients and team members to address needs and resolve issues while meeting company objectives.
  • Lead a team to achieve outstanding results and support their success.
  • Analyze and report performance data to improve outcomes.
  • Promoted from Guide to Technical Lead and Team Manager.

Tech Lead

Sutherland Global (GoDaddy)
01.2021 - 03.2023
  • Possesses strong expertise in troubleshooting errors like 403, 500, 503, 504, DNS updates, domain transfers, and email issues.
  • Diagnose and resolve website issues across platforms like WordPress, Drupal, Joomla, and HTML-based websites.
  • Proficient in troubleshooting email platforms including Webmail, Office 365, and Workspace.
  • Assist agents with domain and DNS management, as well as updates.
  • Help agents address and resolve website errors effectively.
  • Support customers in managing their sites, enhancing SEO, and installing SSL certificates.
  • Well-versed in handling malware and security issues using tools like Sucuri and SiteLock.
  • Manage customer calls, including supervisor escalations.
  • Understand customer needs and offer suitable product and pricing recommendations.

Technical Support

Ibex Global Solutions (AT&T)
01.2018 - 10.2019
  • Handle customer calls and process service orders.
  • Identify customer issues and deliver effective troubleshooting solutions.
  • Address customer inquiries regarding services, equipment, and promotions.
  • Improve customer retention and satisfaction by offering exceptional and timely service.
  • Assist customers with technical issues, including device, Wi-Fi, phone, and email problems.

Skills

Skilled in cPanel and Outlook email concerns

Techincal expertise on website designing

Expert in website migration using FTP/SFTP

Professional in DNS and resolving website errors

Proficient with CMS platforms: Drupal, Joomla, WP

Professional in resolving cPanel issues

Capable of working with minimal supervision

Strong written and verbal communication skills

Expert in problem-solving and critical thinking

Timeline

Team Manager

Sutherland Global (GoDaddy)
03.2023 - 03.2024

Tech Lead

Sutherland Global (GoDaddy)
01.2021 - 03.2023

Technical Support

Ibex Global Solutions (AT&T)
01.2018 - 10.2019

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Alfonso Joseph De GuzmanWeb Hosting Tech Lead