Summary
Overview
Work History
Education
Skills
Timeline
Generic
Paulo A.

Paulo A.

Manila

Summary

A highly motivated and results-oriented IT professional with eight years of experience in technical support, helpdesk operations, and IT administration. Proven ability to troubleshoot complex technical issues, provide exceptional customer service, and manage critical IT systems. Possesses a strong foundation in core IT skills, including Microsoft products, operating systems, networking, and software troubleshooting. Expertise in IT service management platforms like Zendesk, ServiceNow, and Autotask, as well as directory services (Active Directory), communication systems (3CX), identity management (Okta), and remote monitoring and management (Datto RMM). Dedicated to maximizing user efficiency and ensuring seamless IT operations.

Overview

11
11
years of professional experience

Work History

Technical Support Specialist

Go Go Quincy
11.2022 - 10.2024
  • Providing technical support for Microsoft products, including Windows operating systems, Office Suite, and cloud services
  • Troubleshooting and resolving issues with iOS devices, including iPhones, iPads, and related software
  • Responding to support requests via phone, email, or chat in a timely and professional manner

Email Support Representative

HARTE-HANKS
02.2020 - 08.2022
  • Responding to customer emails regarding product inquiries, order statuses, returns, refunds, and general inquiries
  • Ensure that each interaction is handled with care, empathy, and a focus on resolution
  • Identifying and resolving customer issues by researching and analyzing information provided by the customer
  • Escalate more complex issues to the appropriate department when necessary

Level 2 Technical Support Representative

Sutherland Global
07.2018 - 12.2020
  • Provide in-depth technical support for escalated issues from Level 1 support, including network connectivity problems, POTS issues, and other telecommunication-related concerns
  • Diagnose and resolve complex technical issues, working closely with customers to ensure a timely and effective resolution

Technical Support Representative

HARTE-HANKS
09.2014 - 03.2017
  • Provide technical assistance to customers regarding devices, software, and services
  • Troubleshoot and resolve technical issues efficiently and effectively
  • Offer clear guidance and step-by-step instructions to address user concerns

Technical Support Representative

Teleperformance
01.2014 - 09.2015
  • Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
  • Gather the customer's information and determine the issue by evaluating and analyzing the symptoms
  • Accurately process and record call transactions using a computer and designated tracking software

Education

BS - Computer Engineering

RIZAL TECHNOLOGICAL UNIVERSITY
01.2010

Skills

  • Zendesk administration
  • Microsoft Active Directory
  • PowerShell
  • 3CX phone systems
  • VoIP configuration
  • ServiceNow
  • Incident management
  • Problem management
  • Change management
  • Workflow customization
  • Reporting
  • Okta
  • Single sign-on (SSO)
  • Multi-factor authentication (MFA)
  • Verbal communication
  • Written communication
  • Problem-solving
  • Customer service orientation
  • Patience
  • Empathy
  • Datto RMM
  • IT Glue
  • Autotask
  • IT project management
  • Time tracking
  • Billing

Timeline

Technical Support Specialist

Go Go Quincy
11.2022 - 10.2024

Email Support Representative

HARTE-HANKS
02.2020 - 08.2022

Level 2 Technical Support Representative

Sutherland Global
07.2018 - 12.2020

Technical Support Representative

HARTE-HANKS
09.2014 - 03.2017

Technical Support Representative

Teleperformance
01.2014 - 09.2015

BS - Computer Engineering

RIZAL TECHNOLOGICAL UNIVERSITY

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Paulo A.