BERMAR N. EMNACEN
City of Naga
Overview
9
9
years of professional experience
Work History
Level 1 Elevation Specialist
KNAK AI
Remote
07.2025 - Current
- Respond to incoming tickets via email, and support requests in a clear, professional, and timely manner.
- Follow defined workflows to categorize, prioritize, and route issues appropriately.
- Provide basic troubleshooting support for common customer questions or technical issues.
- Escalate complex or unresolved issues to Tier 2 or internal specialists.
- Collaborated with cross-functional teams to streamline workflows and optimize resource allocation.
- Accurately document customer interactions, issue details, and resolution steps.
- Keep support tickets updated and ensure all communication meets quality and tone standards.
- Use support templates and knowledge base articles to ensure consistent responses.
- Monitor system alerts or flagged tickets needing follow-up.
- Support with system updates, account verifications, and recurring process checks as needed.
- Work closely with offshore and onshore team members to maintain smooth handoffs and coverage.
- Participate in regular support meetings and training sessions to stay aligned with updates and improvements.
Level 1 Technical Support (Lenovo)
Scicom (MSC) Berhad
Remote
08.2022 - 04.2025
- Primarily answer calls to assist customers with their laptop technical needs.
- Assisting customers through chat channel with 3 concurrencies.
- Attending to eTickets, e-mails assigned.
- Performing daily follow-up to assigned tickets.
- Escalating cases to Level 2/3 Team when needed.
- Performing remote desktop to troubleshoot software/hardware issues.
- Resolving cases within the SLA in accordance to SOPs.
Customer Care Specialist (Domain and Email Tech Support)
Dreamscape Networks
08.2021 - 07.2022
- Company Overview: A trusted and affordable online solutions provider of domain names, hosting and technology solutions and owns Australia’s #1 domain brand Crazy Domains and Singapore's #1 .sg domain and #1 hosting provider Vodien Internet Solutions.
- Investigating and helping customers recover their account access.
- Attending to their billing concerns. This includes locating account charges, refund request, upselling and cross-selling.
- Educating, troubleshooting and/or walking through the customer in setting up the DNS records.
- Providing basic assistance to their hosting/website and email concerns.
Collections Representative
SYNCHRONY FINANCIAL GLOBAL SERVICES
Remote
11.2020 - 03.2021
- Company Overview: Synchrony bank is the largest provider of private label credit cards in the U.S.
- Collecting customer’s overdue balance.
- Analyzing and identifying customer’s needs.
- Helping customers pay over time for important expenses.
Technical Chat Support
Ring Amazon (Teleperformance)
05.2019 - 03.2020
- Company Overview: Ring is a home security and smart home company owned by Amazon. Ring manufactures home security products that incorporate outdoor motion-detecting cameras.
- Walking through customers in setting up devices through chat/e-mail.
- Troubleshooting doorbell/camera devices.
- General inquiries including setting up monthly/yearly payment plan.
Technical Phone Support
Telstra (Teleperformance)
06.2016 - 05.2019
- Company Overview: Telstra Corporation Limited is an Australian telecommunications company which builds and operates telecommunications networks and markets voice, mobile, internet access, pay television and other products and services.
- Logging and troubleshooting telephone line issues. (No dial tone, Messagebank, Noisy, Incoming and outgoing call problems and etc.)
- Deploying field technicians.
- Testing and re-programming phone lines if applicable.
- Escalating network outages.
- Daily reporting of cases worked on.
Education
Bachelor of Science - Information Technology
Cebu Institute of Technology – University
01.2015
Skills
- Analytical problem solver
- Tech-savvy
- Flexible
- Strong work ethic
- Detail-oriented
- Excellent English speaker
- Knowledgeable in Windows OS
- With basic background in front-end and back-end programming
- With basic background in network setup
PRE-PROFESSIONAL EXPERIENCE
- Desktop Support (Intern)
- Taiheiyo Cement Phil. Inc.
- June 2014 – Oct 2014
Timeline
Level 1 Elevation Specialist
KNAK AI
07.2025 - Current
Level 1 Technical Support (Lenovo)
Scicom (MSC) Berhad
08.2022 - 04.2025
Customer Care Specialist (Domain and Email Tech Support)
Dreamscape Networks
08.2021 - 07.2022
Collections Representative
SYNCHRONY FINANCIAL GLOBAL SERVICES
11.2020 - 03.2021
Technical Chat Support
Ring Amazon (Teleperformance)
05.2019 - 03.2020
Technical Phone Support
Telstra (Teleperformance)
06.2016 - 05.2019
Bachelor of Science - Information Technology
Cebu Institute of Technology – University