Work from Home set-up
Bryan Anthony Dionaldo
Technical Support
Cebu City
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Job Title position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
12
12
years of professional experience
12
12
years of post-secondary education
Work History
Technical Support Representative
Concentrix
Mandaue
04.2014 - 04.2023
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Monitored systems in operation and quickly troubleshot errors.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Documented support interactions for future reference.
- Researched and identified solutions to technical problems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Monitored system performance to identify potential issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
Customer Service Representative
Qualfon
Cebu City
06.2013 - 02.2014
- Provided primary customer support to internal and external customers.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Tracked customer service cases and updated service software with customer information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Handled customer inquiries and suggestions courteously and professionally.
- Processed customer service orders promptly to increase customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Maintained up-to-date knowledge of product and service changes.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Sought ways to improve processes and services provided.
- Implemented and developed customer service training processes.
- Promptly responded to inquiries and requests from prospective customers.
- Met customer call guidelines for service levels, handle time and productivity.
- Managed timely and effective replacement of damaged or missing products.
Data Encoder
Xerox ACS
Cebu
09.2012 - 12.2012
- Reviewed validation output and performed specified manual checks on data to evaluate consistency and completeness.
- Maintained daily production logs of activities and completed work.
- Transcribed information into required electronic format to enter into Type database.
- Completed daily data back-up to secure records.
- Extracted information from database to compile reports for audit process.
- Processed customer and account source documents by reviewing data for deficiencies and errors.
- Obtained scanned records and uploaded into database.
- Searched, extracted and interpreted information to determine correct input procedure.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Maintained files, records and chronologies of entry activities.
- Coded and processed applications into required electronic formats.
- Scanned documents and saved in database to keep records of essential organizational information.
Data Encoder
Yuenthai
Lapu-Lapu City
02.2012 - 05.2012
- Reviewed validation output and performed specified manual checks on data to evaluate consistency and completeness.
- Maintained daily production logs of activities and completed work.
- Transcribed information into required electronic format to enter into Type database.
- Completed daily data back-up to secure records.
- Extracted information from database to compile reports for audit process.
- Searched, extracted and interpreted information to determine correct input procedure.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Coded and processed applications into required electronic formats.
- Scanned documents and saved in database to keep records of essential organizational information.
Data Analyst
Lighthouse IP Group
Lapu Lapu City
09.2011 - 04.2012
- Participated in requirements meetings to understand business needs.
- Implemented code solutions to answer analytic questions and test and assess new methods.
- Extracted and interpreted data patterns to translate findings into actionable outcomes.
- Documented effective and replicable methods for extracting data and organizing data sources.
- Upheld security and confidentiality of documents and data within area of responsibility.
- Collaborated with business-unit leaders to identify and prioritize problems.
- Tested data prediction algorithms based on historical data.
- Identified, analyzed and interpreted trends or patterns in complex data sets.
- Optimized data access and storage to improve performance of analytics systems.
Soda Tender
Jollibee
Lapu Lapu City
02.2011 - 07.2011
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Skilled at working independently and collaboratively in a team environment.
- Delivered services to customer locations within specific timeframes.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked well in a team setting, providing support and guidance.
- Paid attention to detail while completing assignments.
- Worked flexible hours across night, weekend and holiday shifts.
Education
Kindergarten And Preschool Education
Seventh Day Advintist
Lapu-Lapu CityElementary Education
Agus Elementary School
Lapu-Lapu City 06.1998 - 04.2003
Bachelor Of Applied Science In Information Technology - Computer Programming
University of Cebu - Lapu-Lapu And Mandaue
Mandaue City 05.2008 - 10.2010
Secondary Education
Marigondon National High School
Lapu-Lapu City 05.2003 - 04.2008
Skills
Technical issues analysis
Interests
Timeline
Technical Support Representative
Concentrix
04.2014 - 04.2023
Customer Service Representative
Qualfon
06.2013 - 02.2014
Data Encoder
Xerox ACS
09.2012 - 12.2012
Data Encoder
Yuenthai
02.2012 - 05.2012
Data Analyst
Lighthouse IP Group
09.2011 - 04.2012
Soda Tender
Jollibee
02.2011 - 07.2011
Bachelor Of Applied Science In Information Technology - Computer Programming
University of Cebu - Lapu-Lapu And Mandaue
05.2008 - 10.2010
Secondary Education
Marigondon National High School
05.2003 - 04.2008
Elementary Education
Agus Elementary School
06.1998 - 04.2003
Kindergarten And Preschool Education
Seventh Day Advintist
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